Coordinator Access Svcs - KAL

Beacon Health System; Kalamazoo (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

Beacon Health System is seeking a Coordinator Access Services to support daily operations and department coverage in our Kalamazoo area. You will monitor call systems, respond to escalated requests, and assist with training materials and reporting to improve patient flow.

Candidates should have a high school diploma or equivalent and experience in medical offices, with knowledge of Allscripts or Cerner and basic office software. A professional, patient-centered approach is essential for success.

Qualifications

• Requires high school completion or equivalent with medical office experience preferred.
• Experience with ICD 10, CPT, and online insurance eligibility is a plus.
• Proficient in clinical and front office duties and medical office software.

Responsibilities

• Assist Supervisor/Manager with daily operations and department coverage.
• Monitor call systems, volumes, wait times, and documentation of calls.
• Respond to escalated internal and external requests with professional communication.
• Develop and distribute training materials, reports, and competency assessments.
• Collaborate with medical offices and hospital services to maintain workflow.

Skills

Communication skills

Analytical skills

Computer proficiency

Leadership skills

Organizational skills

Education

High school diploma or equivalent

Medical Assistant Program or equivalent experience

Tools

Allscripts

Cerner

Excel

Word

Outlook

Job description

Responsible for assisting the Supervisor and Manager with daily operations and coverage of department activities. This position operates a variety of call systems to monitor call volumes, wait times, hold times, completion of calls, and documentation of calls. The Coordinator Access Services position reviews and documents call center data requests for the department. This position assists internal and external callers with escalated requests of routine and emergent natures and handles escalated communication center situations requiring a higher degree of reliability, flexibility, critical thinking skills.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Assists in the overall operational function of the assigned facility by:

• Promotes a positive work environment and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the department by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.
• Answers phone calls and appropriately greets each customer and always interacts with patients in a professional manner.
• Works with manager to resolve complex patient needs and/or complaints.
• Assists manager in development and distribution of training materials, and distribution of reports, trains new hires, completes competency assessments and call center reports.
• Maintains a good rapport and cooperative working relationships with all medical offices, hospital services, and community agencies.
• Possess an ability to deal effectively with high stress situations to evaluate current processes for enhancement and make necessary recommendations.

Performs routine clerical duties in accordance with established policies and procedures by:

• Provides feedback to management regarding personnel, operational and equipment issues and to staff regarding compliance with operational standards. Maintains equipment inventory, coordinates equipment repairs, maintenance, and ordering of equipment and supplies.
• Identifies equipment needing repair and notifies appropriate IT departments.
• Facilitates coverage for Call Center absences and any gaps in phone coverage. Monitors call center staff for compliance with break and lunch schedules, completing assignments, phone usage, etc.

Organizational Responsibilities

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Education and Experience

• The knowledge, skills and abilities as indicated are normally acquired through the successful completion of a high school diploma or equivalent; successful completion of an approved Medical Assistant Program or equivalent work experience of at least 3 years. Previous medical office experience, ICD 10, CPT, online insurance eligibility or referral experience preferred.

Knowledge & Skills

• Demonstrates well developed communication skills to communicate effectively and clearly to a variety of internal and external contacts to maintain positive working relationships.
• Demonstrates analytical skills necessary to solve patient problems and interpret data.
• Requires a working knowledge of clinical and front office job duties.
• Demonstrate proficiency in computer skills (i.e. data entry, word processing, and spreadsheets). A basic understanding of database applications is desired.
• Requires solid office/secretarial skills, including the ability to operate standard office equipment as required by the needs of the office.
• Knowledge of insurance payers and verification of eligibility.
• Demonstrates leadership skills necessary to gain the cooperation and support from the staff.
• Requires the organization and analytical skills necessary to analyze situations/problems and provide timely resolution and work effectively with day-to-day problems.
• Knowledgeable in Allscripts, Cerner, referral database, excel, word, and outlook.

Working Conditions

• Work is performed in a medical office setting.
• May require local travel to different site office locations.

Physical Demands

• Requires the physical ability and stamina to perform the essential duties of the position.