Job Opportunities API

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.