Patient Access Coordinator | FT | Weekdays | Sutherland Cardiology | Germantown

7300 Specialty Physicians Group; United States; On-site; USD 33,000 - 42,000; Full time

Job summary

Methodist Le Bonheur Healthcare in Memphis seeks a dedicated Call Center Associate to support patients by scheduling appointments, handling refills, and answering questions. You will navigate EMR and phone systems while maintaining quality service in a fast-paced environment.

Required is a High School Diploma or equivalent, with 1–3 years in a call center or customer service role. Associates degree preferred, with substitutions allowed for years of experience.

Qualifications

• High School Diploma or Equivalent required.
• Associates Degree preferred.
• 1–3 years call center or customer support experience preferred.
• Substitutions allowed: 3 years of related experience in lieu of diploma.

Responsibilities

• Handle high volumes of inbound and outbound calls from patients.
• Assist with scheduling appointments, medication refills, lab results, referrals and demographics.
• Navigate multiple systems (phone, EMR, guided workflows) while delivering solutions.
• Provide exceptional customer service and de-escalate issues as needed.
• Follow department policies, participate in trainings, and report issues to supervision.

Skills

Call center

Customer service

Data entry

Communication skills

De-escalation

Education

High School Diploma or Equivalent

Associates Degree

Tools

EMR

Job description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values. Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview Serves as the initial point of contact for patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician-to-physician conversations and a multitude of other requests. Responsible for simultaneously navigating multiple operating systems including the phone system, the Electronic Medical Record (EMR), the computer based, guided workflow software and the computer system while delivering quality patient support with a positive attitude in a high volume (50+ calls per day) in a fast-paced call center environment. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do Handles high volume of phone calls (inbound & outbound) from patients who need assistance with tasks like scheduling appointments, medication refill requests, lab results, referral questions, obtaining/updating patient demographic information, facilitating physician to physician conversations and a multitude of other requests. Navigates and manages multiple operating systems (computer, EMR, telephone, and computer based, guided workflows) simultaneously while analyzing and developing solutions to patient needs. Supports and manages a high volume of patient inquiries while performing and adhering to established Key Performance Indicators (KPl's) and quality assurance programs. Consistently delivers exceptional customer service to all internal and external contacts with a positive attitude. Ensures delivery of high quality, patient support by accurately managing, controlling and maintaining patient care information. Actively listens to patient needs and deescalates situations as necessary. Understands, applies and supports departmental policies, procedures, and standards, and attends meetings/training sessions, and keeps supervisor informed when patient issues arise. Performs other job functions as assigned or requested.

Education / Formal Training

• Required - High School Diploma or Equivalent
• Preferred - Associates Degree

Work Experience Requirements

• Required - Handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.
• 1-3 years Preferred - Call center 1-3 years Preferred
• Substitutions allowed: In lieu of High School diploma or equivalent, the candidate must have three (3) years of experience with handling inbound and outbound calls from customers, providing support, scheduling appointments, resolving issues, and processing information.

Knowledge, Skills and Abilities Proficient in use of basic office equipment; multi-line phones; and data entry. Demonstrated organizational skills with ability to set priorities and meet deadlines. Demonstrates discretion in dealing with confidential information and sensitive issues. Excellent communication skills, professionalism and a desire to assist with patient needs. Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections. Proven record of providing excellent customer service both internally and externally. Ability to evaluate problematic situations and be able to adapt, respond to, and/or notify/advise appropriate staff in order to resolve the situation/issue. Ability to multi-task in fast-paced environment. Ability to navigate multiple, complex workflows. Ability to analyze patient inquiries, develop an appropriate plan of action, and deliver suitable solutions to the patients.

Supervision Provided by this Position There are no supervisory or lead responsibilities assigned to this position.

Physical Demands The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion. Must have good balance and coordination. The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently. The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading. The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity. Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community. Within any role at Methodist Le Bonheur, you can play a rewarding and fulfilling part in helping us provide high-quality, innovative and compassionate care to the people of Memphis and the Mid-South. Our goal is to improve every life we touch, including our Associates. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South, and we value the dedicated individuals who play such a crucial role in helping us fulfill our mission. With Methodist Le Bonheur, you’ll be recognized and rewarded, treated with respect and given many opportunities to learn, grow and build a fulfilling career. Because we’re not at our best until you are at yours.