Contact Center Representative

Baystate Health; Holyoke (MA); On-site; USD 28,000 - 39,000; Full time

Job summary

Baystate Health seeks an Access Services Representative to support timely patient access and scheduling across regions. You will partner with Baystate Medical Practices and clinical teams to ensure smooth patient flow and high-quality service.

Responsibilities include handling appointments, documenting accurately, and using Baystate systems. Strong communications, confidentiality, and willingness to learn new tools are essential for success in a fast-paced environment.

Qualifications

• GED or HiSET required.
• Completed medical terminology course or will complete within one year of hire.
• Solid English communication; Spanish helpful in some settings.
• Excellent customer service and professional demeanor.
• Proficient with phone, computer and related technology.
• Must maintain confidentiality and handle sensitive information.
• Able to work well in a fast-paced, team environment.
• Willing to learn new processes, software or tools as needed.
• Experience in a physician office or customer service setting.
• Familiarity with Baystate systems a plus.

Responsibilities

• Respond to BMP and provider needs to ensure timely access to care.
• Prompt appointment and consult scheduling via phone, fax, and portals.
• Engage with patients to support scheduling and access.
• Provide accurate documentation and use Baystate systems as required.
• Maintain accuracy for call processing across locations.
• Use CIS, Centricity, ORSOS and other tools as appropriate.
• Support quality/process improvements in daily activities.
• Demonstrate strong customer focus.
• Adhere to confidentiality and privacy standards.
• Collaborate effectively within the team and with practices.

Skills

Communication

Phone & Tech Proficiency

Active Listening

Team Player

Confidentiality

Spanish language

Education

GED or HiSET

Tools

CIS

Centricity Business

ORSOS

Compliance Checker

SMS

I privileges

3M

Job description

At Baystate Health we respect the privacy of our candidates and recruits. Please note that we will not contact candidates directly to ask for personal information over the phone, such as date of birth, social security number, or any other private financial information. Learn More

Under the direction of the Access Services Supervisor and Manager the Access Services Representative is responsible to ensure appropriate and timely access of care for patients throughout the Northern, Eastern and Metro regions within Baystate Health System.

The Access Services Representative serves as a partner with Baystate Medical Practices (BMP), physicians and other care providers and their clinical teams to ensure integrated, patient-centered care that ensures timely delivery with appropriate provider access for patient care. The Access Services Representative fosters communications and high level service and satisfaction to clients (referring physicians and patients).

The Access Services Representative will understand patient needs and utilizes his or her clinical and administrative knowledge to make decisions that will enable the most expedient and efficient access to care.

The Access Services Representative is responsible for utilizing efficient work processes,creating positive experiences outcomes that meet physician and patient needs, and foster strong relationships with others that build loyalty of all referring physicians and patients.

Job Responsibilities:

1)Responds to physician BMP,Community Providers needs to ensure appropriate and timely access to care for patients.

2)Provides prompt responses to requests for appointments and consults via telephone, fax and online portals in a professional, sensitive and courteous manner.

3)Engages directly with patients to support timely, appropriate appointment scheduling.

4)Responsible for providing accurate information to ensure correct clinic appointment type and duration has been assigned

5)Provides accurate documentation following all established processes and protocols. Utilizes Baystate clinical and administrative computer programs to access and provide needed patient and physician information and for communications with medical practices.

6)Proficient in the following applications: CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I priveledges and 3M as appropriate

7)Demonstrates use of quality/process improvement in daily activities.

8)Engaged and Customer Focus.

9)Maintain an accuracy rate for call processing for 1 -2 practice locations.

10)Achieves both departmental QA, customer service and Productivity standards.

11)Able to work effectively in a team environment.

12)Positively support and adopt to change and enhancements as needed.

13)Types > 40 wpm

14)Able to adapt to fast paced, high energy department.

15)Strong oral, written and interpersonal communication skills.

16)Maintain strict standard of confidentiality.

Required Work Experience:

1)2 years prior experience in a physician office, or 2 years prior experience in a customer service setting

Preferred Work Experience:

1)None listed

Skills and Competencies:

1)Successfully completed a medical terminology course or will successfully complete approved course within one year of hire

2) Comfortable working with physicians/medical professionals, with the goal of meeting their needs

3) Solid communications skills in English, Spanish in some settings as needed (both written and verbal)

4) Positive, upbeat personality with a positive outlook

5) Orientation focused on service excellence

6) Ability to use phone, computer and related technology

7) Ability to communicate in writing and orally in a professional manner reflecting the Baystate Operating Principles

8) Demonstrated ability to develop, maintain effective working relationships with internal and external clients in a professional and positive manner

9) Ability to actively listen and engage in communications to ensure understanding of requests/needs of clients

10) Ability and willingness to learn new processes, software or other tools as needed to ensure efficiency and effectiveness

Education:

GED or HiSET (Required)

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum – Midpoint – Maximum

$20.79 – $23.90 – $28.08

Equal Employment Opportunity Employer