Access Center Ambassador

Responsibilities

• Answering Phones: Responding to a high volume of calls from patients, insurance companies, and other medical facilities. Must be able to handle 80-100 incoming calls per day.
• Verifies and updates current patient demographic, financial, clinical and portal access
• Schedules future appointments based on appointment type, time requirements and provider schedule availability
• Respond to patient questions and needs by editing, canceling and rescheduling appointments as necessary and indicated by practice protocols
• Review physician schedules regularly to maximize capacity and verify correct scheduling
• Serves as brand ambassador by upholding the WMCHealth Mission, vision and CARE values and promoting excellence in the patient experience, during every encounter
• Respects patients’ needs for confidentiality and empathy during all encounters
• Appointment Scheduling: Scheduling, rescheduling, and canceling appointments, often using CERNER, electronic health record (EHR)
• Utilizes technology, including specialized software platforms, as applicable to maximize productivity
• Call Routing: Directing calls to the correct departments or individuals based on the caller's needs
• Message Taking: Taking accurate messages for staff members who are unavailable
• Customer Service: Providing information, addressing inquiries, and resolving issues related to appointments, billing, and other general concerns
• Maintaining Records: Ensuring accurate and up-to-date patient information in the system
• Communication: Maintaining effective communication within the department and with other departments
• Meet daily productivity targets individually and as a team to achieve WMCHealth mission, vision and CARE values

Qualifications/Requirements

• Experience: Minimum of one (1) year of call center and/or customer service experience preferred.
• Education: High school diploma or equivalent required. An associate degree from an accredited institution is preferred.
• Licenses / Certifications: N/A
• Other: Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).