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Access Services Coordinator
2 months ago
Bachelor's degree or equivalent (High School diploma or equivalent with two years of customer service and/or administrative experience)
Job Summary
The Access Services Coordinator serves as the primary point of contact for callers to the Access Center, embodying a supportive and knowledgeable presence.
Skilled in identifying the needs of callers, this role ensures a smooth experience for individuals navigating various services and departments.
Essential Job FunctionsDelivers exceptional customer service for a 24/7 Call Center.
Handles a high volume of incoming calls while effectively utilizing available resources to schedule appointments and address caller inquiries.
Provides a compassionate and professional voice to callers, addressing their needs with care.
Evaluates caller concerns and determines the most effective course of action to resolve issues.
Acts as a gateway for appointment scheduling across numerous clinics.
Communicates callers' requests efficiently and identifies optimal solutions.
Facilitates cancellations and rescheduling based on patient needs and clinic protocols.
Escalates patient concerns and issues through established processes.
Pre-registers patients as necessary; collects and updates patient demographics and insurance information to maintain accurate records.
Listens attentively to caller concerns, ensuring accurate triage and effective communication.
Facilitates physician consultation requests and assists with patient referrals when appropriate.
Demonstrates proficiency in utilizing AMCOM, EPIC, Invision, CECC, and other software applications essential for managing patient information and facilitating care.
Employs multiple media applications simultaneously to resolve caller inquiries and understands the purpose and proper use of each system.
Possesses comprehensive knowledge of the institution, including clinical departments, resources, locations, contact information, scheduling protocols, personnel resources, and guidelines specific to age and disease processes.
Understands the procedures for each clinic and educates callers accordingly.
Skilled in using software applications for appointment scheduling.
Utilizes critical thinking to prioritize calls to support nursing interventions.
Enhances customer confidence by directing caller concerns to the appropriate personnel.
Plays a vital role in facilitating the online appointment request system.
Salary Range
Actual salary will be commensurate with experience.
Equal Employment Opportunity
UTMB Health is committed to providing equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.
As a VEVRAA Federal Contractor, UTMB Health actively seeks to hire and advance women, minorities, protected veterans, and individuals with disabilities.
