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Patient Access Coordinator I
2 months ago
MedStar Health is dedicated to delivering exceptional, compassionate care to every patient at every interaction. All team members play a crucial role in enhancing patient experience standards. Under general supervision, this position serves as the initial point of contact at a MACC site for callers representing physician practices, fostering loyalty and anticipating needs while ensuring effective customer relationship management. The role involves gathering and documenting patient information and inquiries by adhering to established protocols to arrange patient appointments for specific practice groups and/or various locations. It also facilitates communication between patients and practice personnel, advocating for the caller/customer to ensure their needs are met and to promote an outstanding patient experience.
Key Responsibilities
- Contributes to achieving departmental goals and objectives while adhering to policies, procedures, quality standards, and safety regulations.
- Utilizes various MedStar Health business applications effectively to assist callers.
- Exhibits behavior aligned with MedStar Health's mission, vision, goals, and patient care philosophy.
- Demonstrates inquiry, empathy, courtesy, and respect in all communications with customers, ensuring thorough communication between key customer groups.
- Facilitates new patient registrations and updates existing registrations.
- Maintains knowledge of scheduling protocols and designated skill sets to meet established goals for scheduling accuracy and daily call metrics.
- Participates in multidisciplinary quality and service improvement initiatives as needed.
- May attend physician practice meetings as required, including training sessions with physician secretaries and regular staff meetings.
- Performs additional duties as assigned.
- Employs systematic problem-solving techniques using sound business judgment.
- Handles inbound calls efficiently to identify and assess callers' needs promptly.
Education
- High School Diploma or GED required, or
- Associate's degree preferred.
- Minimum of 2 years in a high-volume customer service role, with experience in analyzing and resolving customer concerns, including at least 1 year in a telephonic customer service capacity, typically in a call center, front desk reception, hospital, or medical office scheduling environment.
- Ability to type at least 40 WPM accurately.
- Intermediate proficiency in basic technology applications, including Microsoft Word and Excel.
- Ability to navigate multiple technology programs simultaneously while engaging in telephone conversations.
- Exceptional interpersonal skills in both telephone and written communication.
- Capacity to empathize with and prioritize customer needs.
- Ability to assess customer needs and provide suitable solutions.
- Composure and focus during high-stress situations, demonstrating compassion.
- Strong decision-making and learning abilities.
- Proficient composition skills for clear and accurate written communication.
- Strong multitasking capabilities with effective critical thinking application.
- Attention to detail is essential.
