Patient Access Coordinator | FT | Weekdays | Sutherland Cardiology | Germantown

About the role

Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests.

Responsibilities

• Handles high volume of phone calls (inbound & outbound) from patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician to physician conversations and a multitude of other requests.
• Navigates and manages multiple operating systems (computer, EMR, telephone, and computer based, guided workflows) simultaneously while analyzing and developing solutions to patient needs.
• Supports and manages a high volume of patient inquiries while performing and adhering to established Key Performance Indicators (KPl's) and quality assurance programs.
• Consistently delivers exceptional customer service to all internal and external contacts with a positive attitude.
• Ensures delivery of high quality, patient support by accurately managing, controlling and maintaining patient care information.
• Actively listens to patient needs and deescalates situations as necessary.
• Understands, applies and supports departmental policies, procedures, and standards, and attends meetings/training sessions, and keeps supervisor informed when patient issues arise.
• Performs other job functions as assigned or requested.

Requirements

Required - High School Diploma or Equivalent
Preferred - Associates Degree
Required - Handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.
1-3 years Preferred
Call center 1-3 years Preferred
Substitutions allowed: In lieu of High School diploma or equivalent, the candidate must have three (3) years of experience with handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.

Skills and Abilities

• Proficient in use of basic office equipment; multi-line phones; and data entry.
• Demonstrated organizational skills with ability to set priorities and meet deadlines.
• Demonstrates discretion in dealing with confidential information and sensitive issues.
• Excellent communication skills, professionalism and a desire to assist with patient needs.
• Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Proven record of providing excellent customer service both internally and externally.
• Ability to evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue.
• Ability to multi-task in fast-paced environment.
• Ability to navigate multiple, complex workflows.
• Ability to analyze patient inquiries, develop an appropriate plan of action, and deliver suitable solutions to the patients.

Qualifications

Education/Formal Training Requirements
Required - High School Diploma or Equivalent
Preferred - Associates Degree
Work Experience Requirements
Required - Handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.
1-3 years Preferred
Call center 1-3 years Preferred
Substitutions allowed: In lieu of High School diploma or equivalent, the candidate must have three (3) years of experience with handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.

Benefits

At this time, we are unable to offer visa sponsorship for this position.

Pay

Details about pay are not specified in the posted job description.

Schedule

Details about the schedule are not specified in the posted job description.