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Access Specialist

Company: Medstar Research Institute
Location: Bel Air
Posted on: June 12, 2021

Job Description:

Job Summary MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient, every time, at every touch point. All associates are accountable for their role in meeting patient experience standards. Under General Supervision, acts as the first welcome at a MACC site for the caller on behalf of physician practices, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. Elicits and records patient information and inquiries by following established protocols to schedule patient appointments for specified practice groups and/or multiple locations. Facilitates communication between patients and practice staff. Advocates on the caller/customer behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Minimum Qualifications Education/Training High school graduation or equivalent; Associates degree preferred. # Experience 2 years of experience in a high volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature. Minimum of 1 year telephonic customer service experience required; typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment. # License/Certification/Registration No special certification, registration or license required. # Knowledge, Skills # Abilities Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate through multiple technology programs simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision making skills. Good composition skills - ability to compose a grammatically correct and accurate written communication. Strong multi - tasking ability with effective application of critical thinking skills. Ability to work in a high - stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory. Primary Duties and Responsibilities Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations. Demonstrates ability to use#various MedStar Health#business#applications as required to assist with the callers needs. Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy. Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers. Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner. Facilitates new patient registration and updates current registration. Maintains scheduling protocol knowledge base and designated skill set in order meet established goals for scheduling accuracy, daily call metrics, and defined individual/team goals. Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate. May be included#in physician practice meetings as required, including training with physician secretaries, regular staff meetings, and/ or other training classes as directed. Performs other duties as assigned. Solves problems systematically, using sound business judgment.# Responsible for inbound call handling to identify and assess callers# needs quickly and accurately

  • Job Summary
  • MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient, every time, at every touch point. All associates are accountable for their role in meeting patient experience standards.

Under General Supervision, acts as the first welcome at a MACC site for the caller on behalf of physician practices, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. Elicits and records patient information and inquiries by following established protocols to schedule patient appointments for specified practice groups and/or multiple locations. Facilitates communication between patients and practice staff. Advocates on the caller/customer behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

  • Minimum Qualifications
  • Education/Training
  • High school graduation or equivalent; Associates degree preferred.

  • Experience
  • 1 year customer service experience preferably within a Healthcare setting. Experience working in a hospital or medical office scheduling environment highly preferred.

  • License/Certification/Registration
  • No special certification, registration or license required.

  • Knowledge, Skills & Abilities
  • Ability to type 40 WPM accurately, Computer literate and able to navigate among varied systems and the Internet. Must show aptitude in learning and using scheduling and electronic health record software. Ability to operate standard office equipment. Excellent interpersonal skills and telephone/written communication skills. Committed to providing excellent service to MedStar customers and ability to display strong listening skills and empathy to MedStar patients and co-workers. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients. Must be self directed and able to multitask.

  • Primary Duties and Responsibilities
  • Completes call processing in an efficient manner. Remains aware of call volumes and works as part of the team to handle the peak call volumes.

  • Completes the screening per sub-specialty protocol.

  • Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.

  • Cross sells the multiple locations and physicians available with sub-specialty per protocol.

  • Demonstrates ability to use Centricity Business, Centricity EMR and other Contact Center applications as required to assist with the callers needs.

  • Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.

  • Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers. Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.

  • Facilitates new patient registration and updates current registration.

  • Maintains protocol knowledge base and skill set for scheduling in 2 Orthopaedic subspecialties and meets established goals for scheduling accuracy.

  • Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.

  • Participates in physician practice meetings as required, including training with physician secretaries, regular staff meetings, and/ or other training classes as directed.

  • Performs other duties as assigned.

  • Proactively reads emails daily and reviews other written sources to keep up to date on all communications / changes within the sub-specialty protocols and the Contact Center.

  • Responds to telephone inquiries from patients, physicians, employees and other callers regarding appointments, referrals, provider messages and services within Medstar Orthopaedics in accordance with established guidelines.

  • Utilizes physician protocols to schedule appointments for Orthopaedic subspecialties and meets established Contact Center performance goals.

  • Validates and verifies the insurance carriers to the MedStar Employed Physician Participation Listing.

Keywords: Medstar Research Institute, Baltimore , Access Specialist, Other , Bel Air, Maryland

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