At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

The Patient Access Center Agent I contributes to overall patient satisfaction by delivering exceptional customer service to patients, families, caregivers, providers and the community during inbound interaction through various channels of communication in a call center setting. Performs a complex variety of patient care activities including, but not limited to, accurate appointment scheduling, pre-registration, financial services to achieve first contact resolution and optimize patient flow. Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. Possesses strong verbal communication skills including good voice quality, diction, and articulation. Demonstrates professional interpersonal skills, uses independent thinking, and displays courtesy and empathy throughout the delivery of care.

Responsibilities:

Collaborates to deliver a seamless, exceptional patient experience across a broad range of customer touch points, channels, processes, and applications, including telephones, emails, web chats, texts and faxes.Responds to inbound interactions utilizing the EMR to schedule and confirm patient appointments, complete patient registration, handle financial services activities, and answer inquiries for divisions following established department protocols to ensure patient safety and data integrity.Processes effectively various EMR work queues by updating, deferring or editing information following established protocols and workflows.Enrolls and activates patient portal accounts; escalates any issues in accordance with established process.Answers incoming and makes outgoing calls for stakeholders, referral sources and new patients for the purpose of determining eligibility, insurance and scheduling new patient services within established time frames in a fast paced, high volume call center environment.Demonstrates the ability to prioritize and multi-task, operate multiple web based systems simultaneously, access and comprehend information, and perform data entry with a high level of accuracy.Be able to easily accept and adapt to changes in procedures, programs and role functions based on the needs of the department.Creates, updates and accesses confidential client data in company Electronic Medical Record (EMR) with a high level of confidentiality and accuracy.Communicates effectively with both internal and external customers including, but not limited to, notifying clinical staff of new patient appointments.Communicates in a positive, respectful, empathic, and courteous manner.Practices active listening skills and uses partnering communication strategiesFunctions as an effective team member with co-workers and the community to build productive, collaborative relationships that support achievement of program goals and objectives.Demonstrates behavior consistent with the organization mission, vision, goals, objectives, and patient care philosophy.

Competencies:

ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CUSTOMER SERVICE, ORGANIZATION SKILLS, PATIENT AND FAMILY CENTERED CARE, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements:

High School Diploma or Equivalent (Required)

Additional Job Information:

Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to work with minimal supervision. The incumbent must be able to work in a stressful environment and take appropriate action when required. Requires great attention to detail. Required Work Experience: One (1) year of customer service experience. Other Information: Call or contact center service experience preferred. Prior experience in a healthcare setting preferred.Bilingual - Spanish preferred.

Working Conditions and Physical Requirements:

•  Bending and Stooping = 60%
•  Climbing = 0%
•  Keyboard Entry = 100%
•  Kneeling = 0%
•  Lifting/Carrying Patients 35 Pounds or Greater = 60%
•  Lifting or Carrying 0 - 25 lbs Non-Patient = 80%
•  Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40%
•  Lifting or Carrying > 75 lbs Non-Patient = 0%
•  Pushing or Pulling 0 - 25 lbs Non-Patient = 80%
•  Pushing or Pulling 26 - 75 lbs Non-Patient = 80%
•  Pushing or Pulling > 75 lbs Non-Patient = 0%
•  Reaching = 80%
•  Repetitive Movement Foot/Leg = 0%
•  Repetitive Movement Hand/Arm = 80%
•  Running = 0%
•  Sitting = 80%
•  Squatting = 80%
•  Standing = 80%
•  Walking = 80%
•  Audible Speech = 80%
•  Hearing Acuity = 80%
•  Smelling Acuity = 0%
•  Taste Discrimination = 0%
•  Depth Perception = 80%
•  Distinguish Color = 0%
•  Seeing - Far = 80%
•  Seeing - Near = 80%
•  Bio hazardous Waste = 60%
•  Biological Hazards - Respiratory = 60%
•  Biological Hazards - Skin or Ingestion = 60%
•  Blood and/or Bodily Fluids = 60%
•  Communicable Diseases and/or Pathogens = 60%
•  Asbestos = 0%
•  Cytotoxic Chemicals = 0%
•  Dust = 0%
•  Gas/Vapors/Fumes = 60%
•  Hazardous Chemicals = 60%
•  Hazardous Medication = 60%
•  Latex = 60%
•  Computer Monitor = 100%
•  Domestic Animals = 0%
•  Extreme Heat/Cold = 0%
•  Fire Risk = 0%
•  Hazardous Noise = 0%
•  Heating Devices = 0%
•  Hypoxia = 0%
•  Laser/High Intensity Lights = 0%
•  Magnetic Fields = 0%
•  Moving Mechanical Parts = 0%
•  Needles/Sharp Objects = 60%
•  Potential Electric Shock = 0%
•  Potential for Physical Assault = 40%
•  Radiation = 0%
•  Sudden Decompression During Flights = 0%
•  Unprotected Heights = 0%
•  Wet or Slippery Surfaces = 40%

Shift:

Primarily for office workers - not eligible for shift differential

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran’s Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email [email protected]