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Patient Access Coordinator (Call Center)

Patient Access Coordinator (Call Center)

SWLA Center for Health ServicesLake Charles, LA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Salary : DOE

SWLA CENTER FOR HEALTH SERVICES

JOB TITLE : Patient Access Coordinator (PAC I and PAC II)

DEPARTMENT : Call Center

SUPERVISED BY : Site Operations Manager

SUMMARY : We are looking for a professional, service-oriented team player to join our very busy clinic. As a Patient Access Coordinator, you will be the first point of contact and play an essential role in creating a welcoming and supportive environment for our patients and guests. Candidates must be able to manage large amounts of inbound and outbound calls in a timely manner. PACs are required to accurately schedule both new and established patients.

EDUCATION, TRAINING AND EXPERIENCE :

  • High school graduate or GED certificate.
  • Medical Assistant training or certification preferred.
  • Switchboard experience desired.
  • Experience in healthcare, healthcare office, call center, switchboard, or reception.

JOB RESPONSIBILITIES :

  • Responsible for releasing center telephones from answering service no later than 30 minutes prior to the start of the clinic operations.
  • Answer at least 100 calls per day
  • Answer patient calls on the first ring and within 60 seconds
  • Handle calls for all SWLA Center for Health Services sites
  • Responsible for turning the phones over to the answering service each day, 5 minutes prior to the conclusion of clinic operations.
  • Manage large amounts of inbound and outbound transfers in a timely manner.
  • Answer incoming calls promptly, courteously, and with a smile.
  • Input data into the company computer platform to keep patient records updated.
  • Maintain customer satisfaction ratings based upon the criteria provided.
  • Follow established communication script(s) while answering and screening incoming telephone calls and directing calls to appropriate staff.
  • Maintain effective communication with clinical staff of cancellations, walk-ins, and late arrivals for appointments.
  • Assist scheduling specialist with rescheduling patients when providers are unable to fulfill clinic obligations or have moved their assigned clinic schedules.
  • Document all patient messages in EHR, with detailed information including given name, return phone number, and the date and time of call.
  • Upon receiving calls from hospitals and nursing homes, obtain information and inform nurses of the nature of the call immediately.
  • Use company policies to determine if there can be an immediate resolution to a patient issue or if the issue requires Managerial input.
  • Participate in training and other learning opportunities to expand knowledge of company and position.
  • Attend organizational and departmental huddles
  • Demonstrate a commitment to the SWLA Center for Health Services Pillars (Access, Quality, Compassion, Community, Innovation, and Service)
  • Other duties as assigned by Supervisor.
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    Coordinator Call Center • Lake Charles, LA, US

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