Clinical Access Specialist

MedStar Health’s Washington Hospital Center; Columbia (MD); On-site; USD 100,000 - 125,000; Full time

Job summary

A leading healthcare organization is seeking a Clinical Access Specialist for its Columbia call center. This full-time role involves managing inbound and outbound calls, directly impacting patient scheduling and support. Candidates must possess a certification as a Medical Assistant or LPN and exhibit exceptional customer service skills in a high-stress environment.

Qualifications

• Two years of experience in high-volume customer service.
• Telephonic experience in a call center or medical office.
• Ability to type 40 WPM accurately.

Responsibilities

• Handle inbound and outbound clinical calls.
• Schedule patients for follow-ups and lab appointments.
• Triage calls and connect patients with the clinical care team.

Skills

Customer Service

Communication

Problem Solving

Attention to Detail

Empathy

Education

High School Diploma or GED

Completion of Medical Assistant or LPN program

Tools

Microsoft Word

Microsoft Excel

Job description

General Summary of Position

Wehave a full-time, day shift, hybrid opportunity at our call center in Columbia. The Clinical Access Specialist will assist with inbound andoutbound clinical calls, will triage calls, and connect patients with theclinical care team. This role is also responsible for scheduling patients forfollow-up and lab appointments.

Certified or Registered Medical Assistant required or LPN licenserequired.

Primary Duties and Responsibilities

Is responsible for inbound and outbound call handling to identify and assess callers' needs quickly and accurately.

Solves problems systematically, using sound business judgment and critical thinking skills.

Demonstrates high reliability principles through proactive approach to patient safety, reporting patient safety events and near-misses, identifying and implementing opportunities for improvement, and seeking system solutions to safety concerns.

Maintains alertness for patient/caller medical or health issues that may need to be addressed urgently. Promptly notifies clinical personnel or intervenes as per departmental protocol.

Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.

Maintains scheduling and lab call back protocol knowledge base and designated skills in order to meet established goals for scheduling accuracy, results call backs, daily call metrics, and defined individual/team goals.

Maintains subject matter knowledge of assigned specialties and/or lab call back scripting and workflows to effectively address patient inquiries, prepare prescription refill requests, lab result inquiries, and clinical questions to the providers.

Minimum Qualifications
Education

• High School Diploma or GED required.
• Completion of an approved Medical Assistant (MA) program required or completion of an approved LPN program.
• One year of relevant education may be substituted for one year of required work experience.

Experience

• 2 years of experience in a high-volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature. required.
• 1-2 years Telephonic customer service experience typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment required.

Licenses and Certifications

• Certified Medical Assistant (CMA)-AAMA Certified Medical Assistant (CMA) by the American Association of Medical Assistants required or Registered Medical Assistant (RMA)-American Medical Technologists Registered Medical Assistant (RMA) through American Medical Technologists or equivalent within 12 months of hire required or LPN - Licensed Practical Nurse - State Licensure required.

Knowledge, Skills, and Abilities

• Ability to type 40 WPM accurately.
• Intermediate proficiency with software applications including creating and editing Microsoft Word documents and Excel spreadsheets.
• Ability to navigate through multiple technology programs simultaneously while speaking with patients/families on the telephone.
• Exceptional interpersonal and telephone communication skills and use of grammatically correct written communication.
• Ability to empathize with and prioritize MedStar customer needs while remaining composed, focused and demonstrate compassion during stressful situations.
• Good communication and decision-making skills, especially while multi-tasking.
• Ability to work in a high-stress and complexity environment applying a high sense of urgency. Strong attention to details.

This position has a hiring range of $19.17 - $33.08