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.