Access Specialist I

MedStar Health; Maryland; On-site; USD 25,761 - 45,075; Full time

Job summary

A healthcare provider is seeking a full-time call center representative in Maryland to manage a high volume of incoming calls and schedule patient appointments. The ideal candidate will possess excellent customer service skills, a high school diploma, and 2 years of experience in a healthcare setting. This position offers a competitive hourly wage ranging from $18.70 to $32.72.

Qualifications

• 2 years customer service experience preferably within a healthcare setting required.
• Ability to type 40 WPM accurately; computer literate with various systems.
• Experience in a hospital or medical office is preferred.

Responsibilities

• Assists and troubleshoots scheduling appointments.
• Completes call processing efficiently and maintains accuracy.
• Responds to inquiries regarding appointments and services.

Skills

Customer service

Call management

Interpersonal communication

Empathy

Typing

Multitasking

Education

High School Diploma or GED

Associate degree preferred

Job description

Overview

MedStar Health has a full-time, day shift opportunity at our call center located in the White Marsh area. This role is responsible for answering a high volume of inbound calls to schedule patient appointments in our call center.

This position has a hiring range of USD $18.70 - USD $32.72 /Hr.

Responsibilities

• Assists and troubleshoots during the process of scheduling appointments and selecting physicians by subspecialty or location.
• Completes call processing in an efficient manner. Remains aware of call volumes and works to handle peak call volumes.
• 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 across multiple subspecialties or locations and meets established goals for scheduling accuracy.
• Responds to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages and services within MedStar in accordance with established guidelines.
• Utilizes physician protocols to schedule appointments for multiple subspecialties or locations and meets established performance goals.
• Validates and verifies the insurance carriers to the MedStar Employed Physician Participation Listing.

Minimum Qualifications

Education

• High School Diploma or GED required
• Associate degree preferred

Experience

• 2 years customer service experience preferably within a healthcare setting required
• Experience working in a hospital or medical office scheduling environment preferred

Licenses and Certifications

• No special certification, registration, or licensure required

Knowledge, Skills and Abilities

• Able to work in a complex work environment with heavy call volume that involves coordination and support with various departments, patients, healthcare providers and systems.
• 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, telephone and written communication skills. Commitment to providing excellent service to MedStar customers. Strong listening skills and empathy for patients and co-workers.
• Ability to work in a fast-paced, often high-pressure environment with proven ability to maintain composure and manage and diffuse upset patients. Must be self-directed and able to multitask.