Patient Access Coordinator (Call Center)

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:

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

JOB RESPONSIBILITIES:

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