Patient Access Coordinator I | FT | Days | Primary Care | Memphis at Methodist Le Bonheur Healthcare

Job description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. 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. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence. A Brief Overview 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. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. What you will do 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. 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. Knowledge, Skills and Abilities Profi