Patient Access Coordinator | FT | Weekdays | Champion Hills at Methodist Le Bonheur Healthcare North

Memphis, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

0.0

Posted On

13 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Data Entry, Problem Solving, Multi-tasking, Organizational Skills, Listening Skills, Technical Skills, Confidentiality, Adaptability, Compassion, Teamwork, Time Management, Attention to Detail, Patient Support, Call Handling

Industry

Hospitals and Health Care

Description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence. A Brief Overview Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. What you will do appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician to physician conversations and a multitude of other requests. Navigates and manages multiple operating systems (computer, EMR, telephone, and computer based, guided workflows) simultaneously while analyzing and developing solutions to patient needs. Supports and manages a high volume of patient inquiries while consistently performing and adhering to established Key Performance Indicators (KPl's) and quality assurance programs. Assists with training new staff when needed. Consistently delivers exceptional customer service to all internal and external contacts with a positive attitude. Ensures delivery of high quality, patient support by accurately managing, controlling and maintaining patient care information. Actively listens to patient needs and deescalates situations as necessary. Understands, applies and supports departmental policies, procedures, and standards, and attends meetings/training sessions, and keeps supervisor informed when patient issues arise. Performs other job functions as assigned or requested. Education Qualifications High School Diploma or Equivalent required Associate's Degree preferred Experience Qualifications 3-5 years Minimum of three years of experience with handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information required Experience in a fast-paced, high volume call center environment preferred Skills and Abilities Proficient in use of basic office equipment; multi-line phones; and data entry. Demonstrates the required knowledge and technical skills to perform the essential job functions. Consistently demonstrates the MLH Values and Guiding Behaviors. Demonstrates organizational skills with ability to set priorities and meet deadlines. Excellent communication skills, professionalism and a desire to assist with patient needs. Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections. Demonstrates discretion in dealing with confidential information and sensitive issues. Demonstrates excellent customer service both internally and externally. Demonstrates the ability to rapidly problem solve and evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue. Demonstrates the ability to analyze patient inquiries, develop an appropriate plan of action, and deliver suitable solutions to the patients. Ability to multi-task in fast-paced environment. Ability to navigate multiple, complex workflow Supervision Provided by this Position There are no supervisory or lead responsibilities assigned to this position. Physical Demands The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Must have good balance and coordination. The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently. The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading. The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative. Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity. Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community. Within any role at Methodist Le Bonheur, you can play a rewarding and fulfilling part in helping us provide high-quality, innovative and compassionate care to the people of Memphis and the Mid-South. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Our goal is to improve every life we touch, including our Associates. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South, and we value the dedicated individuals who play such a crucial role in helping us fulfill our mission. With Methodist Le Bonheur, you’ll be recognized and rewarded, treated with respect and given many opportunities to learn, grow and build a fulfilling career. Because we’re not at our best until you are at yours.

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Responsibilities

The Patient Access Coordinator serves as the initial point of contact for patients, assisting with scheduling appointments, medication refills, and other inquiries. They are responsible for navigating multiple systems while delivering quality support in a high-volume call center environment.