ACCESS COORDINATOR

GENERAL DESCRIPTION OF POSITION:

The Access Coordinator serves as the first point of contact for patients seeking services at the Clinic.  This position is responsible for scheduling, rescheduling, and canceling patient appointments; providing guidance regarding services and appointment requirements; answering incoming calls; documenting patient interactions; and routing information to appropriate electronic work queues for follow-up. The Access Coordinator delivers exceptional customer service while supporting patient access and continuity of care.  This position is the entry to the Clinic and is responsible for a seamless handoff to the clinical and other support services.  Priority functions is to handle appointment scheduling and call navigation.  Will capture the caller disposition.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Appointment management:

• Schedule new and established patient appointments in accordance with provider templates, clinic policies, and scheduling protocols.
• Reschedule appointments as requested by patients or clinic staff.
• Cancel appointments and appropriately document reasons for cancellation.
• Verify appointment details and provide patients with appointment preparation instructions.
• Assist patients in identifying the appropriate healthcare provider, department, or service based on their needs.
• Monitor scheduling availability and offer alternative appointment options when necessary.

Customer Service and Navigation:

• Answer incoming calls in a professional, courteous, and timely manner.
• Guide patients through the appointment scheduling process and explain available services.
• Provide information regarding clinic locations, hours of operation, referrals, insurance requirements, and documentation needed for appointments.
• Respond to routine patient inquiries and direct complex clinical questions to licensed staff.
• Support patients in accessing healthcare services and community resources as appropriate.
• Adhere to policies, procedures, customer service standards, and compliance requirements.
• Meet established performance metrics including call quality, scheduling accuracy, productivity, and patient satisfaction.
• Participate in training and continuous improvement initiatives.

Referral management:

• Route patient information, messages, and requests to the appropriate electronic work queues.
• Create and maintain telephone encounters, task notes, and patient messages within the electronic health record (EHR).
• Forward referral requests, medication refill requests, demographic updates, and other patient concerns to designated departments.
• Monitor assigned queues and ensure timely processing of patient requests.

Documentation:

• Accurately verify and update patient demographic, contact, and insurance information.
• Document all patient communications in accordance with organizational policies and procedures.
• Maintain confidentiality of patient information and comply with HIPAA regulations.
• Ensure data entry is accurate and complete.

Knowledge, Skills, and Abilities: (use of equipment, job related knowledge, language, etc.)

Strong customer service and interpersonal skills.

Knowledge of appointment scheduling procedures and healthcare operations.

Knowledge of the use of computer for work documents, power points, excel, and other software.

Knowledge of business office operations and adherence to confidentiality.

Knowledge of regulatory requirements (HIPAA) and other regulatory agencies.

Skilled in written and verbal communication.

Ability to schedule meetings and appointments.

Ability to communicate effectively with groups and individuals. 

Ability to be a team player motivates others.

Ability to communicate effectively with diverse patient populations.

Ability to work in a fast-paced environment and to multi-task.

Ability to maintain a flexible work schedule.

Ability to maintain audit and office confidentiality.

Ability to communicate in English and in Spanish.

Ability to fully comply with the enhanced infection control requirements of the health center.

Ability to strong attention to detail and organizational skills.

Ability to maintain patient confidentiality and professionalism.

Ability to proficiently operate Microsoft Office applications and healthcare information systems.

Ability to work independently and as part of a team.

MINIMUM QUALIFICATIONS/CERTIFICATES/LICENSES/REGISTRATIONS REQUIRED: High school diploma or GED required.  Minimum two (2) year of customer service, call center, medical office, or healthcare scheduling experience. Bilingual (English/Spanish) preferred.

 SPECIAL INSTRUCTIONS: This position requires travel. Employee must provide transportation.  If employee operates a personal motor vehicle in the performance of their official duties, the employee must possess a current valid Texas driver’s license for the appropriate type of vehicle and Texas Liability insurance.  This position requires that an employee’s driving record be verified with law enforcement to ensure compliance with SC’s driving policy.  Due to the nature of SC Services, it may be necessary for employees to work extended hours or other variations of the usual shift to ensure adequate care to patients and to maintain service to the community.