MS/Patient Access Rep - SMG Call Center

Tallahassee Memorial HealthCare; Tallahassee (FL); On-site; USD 30,000 - 45,000; Full time

Job summary

Tallahassee Memorial HealthCare is seeking a Patient Access Representative to manage calls for over 80 providers, ensure a superior patient experience, and schedule appointments. Candidates should have a high school diploma, with a preference for college education, and demonstrate strong customer service and organizational skills.

The position demands familiarity with electronic health records and effective communication across various levels. An ideal candidate will handle confidential information with discretion and stay professional in a fast-paced, ever-changing environment.

Qualifications

• High School Diploma or equivalent required, with college degree preferred.
• Experience with electronic health records and call center representation preferred.
• Compassion and a calm, professional demeanor while interacting with others.

Responsibilities

• Answer a multiline telephone system for over 80 providers.
• Provide superior patient experience by practicing the AIDET communication model.
• Record patients’ medical history and personal information.
• Schedule, cancel, and reschedule appointments.
• Submit requests and relay information to and from clinical staff.

Skills

Customer service skills

Computer skills (Microsoft Office)

Attention to detail

Compassion and professional demeanor

Education

High School Diploma or equivalent

College degree (preferred)

Tools

Electronic Health Records (EHRs)

Microsoft Office (Word, PowerPoint, Excel)

Job description

WHO WE ARE & WHAT WE DO

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community.TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:

• Level II Trauma Center
• Primary Stroke Center
• Level III Neonatal Intensive Care
• Pediatric Intensive Care
• The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle.

Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices.

Essenctial Duties and Responsibilities:

• Answer a multiline telephone system for over 80 providers
• Provide superior patient experience by practicing the AIDET communication model
• Record patients’ medical history and personal information
• Schedule, cancel, and reschedule appointments
• Submit requests and relay information to and from clinical staff
• Copy, file, and maintain paper and electronic documents
• Handle incoming and outgoing correspondence
• Adhere to specific schedule as provided by management
• Adhere to 80% availability, 60 second hold, 80% quality assurance scores, and 90% answer rate goals
• Participate in projects such as bump lists and other workqueue activities
• All other duties as assigned

Knowledge, Skills, and Abilities Required:

• High School Diploma or equivalent is required, with college degree preferred
• Experience with electronic health records (EHRs)
• Previous experience working as a patient access or call center representative – preferred
• MA certification – preferred
• Computer skills, including Microsoft Office (Word, PowerPoint, and Excel) as well as email and Teams
• Strong customer service skills
• Discretion and the ability to handle confidential information
• Organization skills and the ability to multitask
• Compassion and a calm, professional demeanor
• Keen attention to detail
• Excellent verbal and written communication at all organizational levels
• Possesses ability to handle a high volume of calls in a pleasant, professional manner
• Interacts well with patients, coworkers, and management
• Always displays professionalism, especially under pressure in a fast-changing environment