ACCESS CENTER COORDINATOR - Nashua - job 1912398

POSITION SUMMARY

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  Under the direction of the Supervisor of the SolutionHealth Access Center, the incumbent will receive incoming phone calls and online requests from both patients and referring providers for multiple Practices, Specialties and departments interested in accessing care at SolutionHealth, perform patient registration, and scheduling processes. The key role of the Patient Assistant Coordinator is to ensure that patients, referring providers and other customers receive timely, efficient, and high-quality service. This is a telephone and system-based position; there is no face-to-face interaction with patients or other customers.
  

PRIMARY DUTIES AND RESPONSIBILITIES

Employees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.

• Functions as the face of the Health System to initiate and coordinate registration and scheduling for new patient appointments.
  
• Documents all patient demographic, medical, financial, and referral information into Epic in compliance with established department procedures for the purpose of getting a registration number and scheduling of an appointment.
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  Answers telephone, triages call, takes accurate and detailed messages using professional and courteous customer service techniques.
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  Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for interpreter and other services as required by the patients.
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  Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers.
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  Completely and accurately transcribes call, referral, and scheduling information in multiple systems.
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  Provides excellent customer service to both internal and external customers of the SolutionHealth practices and specialties; supports ongoing communication and provides service recovery when needed with patients and referring physicians
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  Maintains confidentiality and privacy consistent with HIPAA guidelines.
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  Keeps supervisor informed of issues, especially as they relate to the interaction of the department with other areas of the Health System.
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  Provides some operational needs of the office, including assist in training new employees
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  Performs other duties as assigned.

POSITION QUALIFICATIONS

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  Education:
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    Minimally Required:
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      High School Diploma
    
    
  • Preferred:
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      Associate, certificate, or some college
    
    
• Experience:
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    Minimally Required:
    
    • 2 years of Health Care experience 2 years of contact center environment type of work
    
    
  • Preferred:
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      4 years of both healthcare and contact center experience
    
    
• Knowledge:
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    Minimally Required:
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      Medical office or health care or other relevant experience requiredstrongly preferred
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      Prior customer service work experience, specifically in a contact/call center environment
    
    
• Skills:
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    Minimally Required:
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      Basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality
    
    
  • Preferred:
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      Epic Experience
    
    
• Abilities:
  
  • Minimally Required:
    
    • Strong communication, interpersonal and team skills
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      Ability to exercise judgment in dealing with sensitive, confidential information
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      Detail-oriented with the ability to enter information accurately on paper and into electronic systems
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      Ability to handle a high volume of calls and work in a fast-paced environment
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      Requires ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or canceling, message to the provider, update insurance or demographic information - using the tools and protocols available.
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      Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.