Patient Access Associate

White Plains Hospital; City of White Plains (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading healthcare facility is seeking a Patient Access Associate to provide exceptional customer service and assist callers in navigating essential services. The role involves scheduling appointments and addressing inquiries while ensuring a positive experience for patients. The ideal candidate will demonstrate active listening, empathy, and professionalism.

Qualifications

• Previous customer service experience required.
• Previous call center experience preferred.
• Basic medical terminology preferred.

Responsibilities

• Schedule appointments and field inquiries.
• Ensure proper patient identification and manage medical records.
• Provide high level of customer service.

Skills

Communication

Customer Service

Active Listening

Empathy

Professionalism

Education

High school diploma or GED

Tools

Electronic Medical Records

Electronic Scheduling

Job description

WPH Cares acts as our patients’ guide to accessing exceptional care and supports the growth of WPH by ensuring a high quality, consistent experience for all callers. The Patient Access Associate acts as the first impression for the caller and assists the caller in navigating essential services. They will schedule appointments and field inquiries, concerns, and requests while providing the highest level of customer service. The associate will ensure patients’ needs are met and promote loyalty to WPH via active listening, empathy, courtesy, and professionalism.

Essential Functions and Responsibilities Include the Following:

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
• Responds to multi-channel inquiries regarding appointments, referrals, refills, etc., in accordance with established scheduling guidelines and clinical escalation protocols.
• Remains aware of call queues and completes call processing efficiently while maintaining a high level of customer experience.
• Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
• Strives to resolve caller inquiries in a single interaction.
• Ensures proper patient identification, accurate demographics, insurance coverage, and manages/updates patient medical records.
• Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
• Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
• Attends mandatory meetings/in-services and participates in workgroups or projects as assigned.
• Completes all annual mandatory requirements and conditions of employment.
• Performs all other related duties as assigned.

Education & Experience Requirements

• High school diploma or GED required.
• Previous customer service experience required.
• Previous call center experience preferred.
• Basic medical terminology, electronic scheduling, and electronic medical record experience preferred.

Core Competencies

• Ability to speak, write, understand, and communicate in English.
• Ability to handle a high volume of calls daily.
• Excellent telephone etiquette and communication skills.
• Ability to multi-task in a fast-paced environment.
• Ability to deal professionally and efficiently with all levels of management and external constituencies.
• Self-starter, self-motivated, and able to work without supervision.
• Flexible, organized, and able to prioritize and manage time effectively.
• Excellent interpersonal, teamwork, and communication skills (both verbal and written).
• Exhibit active listening, empathy, courtesy, and professionalism at all times.

Physical/Mental Demands & Work Environment

• Ability to use computer extensively.
• May be exposed to chemicals necessary for tasks; SDS information is accessible via hospital’s intranet and other locations.
• Occasional lifting/moving of 15-20 lbs.
• Requires movement about the department throughout the day.
• Ability to sit for extended periods.
• Ability to handle high call volume.

Primary Population Served

Check appropriate box(s):

• ☠Patients with exceptional communication needs
• ☠Infant (29 days – less than 1 year)
• ☠Patients with developmental delays
• ☠Pediatric (1 – 12 years)
• ☠Patients at end of life
• ☠Adolescent (13 – 17 years)
• ☠Patients under isolation precautions
• ☠Patients with cultural needs
• ☠Geriatric (> 65 years)
• ☠Bariatric Patients with weight-related comorbidities

Position Summary

WPH Cares acts as our patients’ guide to accessing exceptional care and supports the growth of WPH by ensuring a high quality, consistent experience for all callers. The Patient Access Associate acts as the first impression for the caller and assists the caller in navigating essential services. They will schedule appointments and field inquiries, concerns, and requests while providing the highest level of customer service. The associate will ensure patients’ needs are met and promote loyalty to WPH via active listening, empathy, courtesy, and professionalism.

Essential Functions and Responsibilities Include the Following:

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
• Responds to multi-channel inquiries regarding appointments, referrals, refills, etc., in accordance with established scheduling guidelines and clinical escalation protocols.
• Remains aware of call queues and completes call processing efficiently while maintaining a high level of customer experience.
• Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
• Strives to resolve caller inquiries in a single interaction.
• Ensures proper patient identification, accurate demographics, insurance coverage, and manages/updates patient medical records.
• Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
• Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
• Attends mandatory meetings/in-services and participates in workgroups or projects as assigned.
• Completes all annual mandatory requirements and conditions of employment.
• Performs all other related duties as assigned.