New Patient Access Coordinator
Location: Boston, MA
Pay: $24-26/h
Hours: 40 hours between the hours of 7:30am and 5:30pm.
Principal Duties and Responsibilities
- Strictly scheduling appointments over the phone – not patient facing.
- Respond to inbound and outbound service inquiries via telephone and web.
- Connect new and existing patients to hospital registration, physician offices, or other key business areas, as appropriate.
- Act as a liaison between patients and office staff to ensure the appropriate, timely scheduling of appointments.
- Support patients by providing information related to primary care and specialty physician practices.
- Follow internal workflows and department procedures for appropriate handling of inquiries.
- Document each service inquiry for appropriate tracking and trending across the business.
- Ensure availability for patients by adhering to predetermined schedule.
- Achieve all key performance indicators related to production, quality, and schedule adherence.
- Work closely with other team members to drive consistency and implement process improvements.
- Establish effective relationships with business partners and key stakeholders.
- Participate in projects and workgroups as needed.
Qualifications:
- High School Diploma or GED
- 1-3 years of direct experience within a call center environment highly desirable
- Healthcare or hospital setting experience desirable
- Experience using MS Office; Word, Excel, PowerPoint, Outlook
- Ability to utilize telephony software and headset (Cisco platform)
- Strong customer service aptitude; excellent verbal and written communication skills
Skills/ Abilities/ Competencies Required:
- Ability to work in a structured environment, handle a high volume of inquiries using a headset.
- Commitment to provide outstanding customer service to all internal and external customers.
- Ability to interpret information and resolve issues for customers.
- Ability to answer both basic and complex inquiries using professional service delivery techniques.
- Superior time management and organizational skills; ability to shift priorities as business need demands.
- Strong process improvement orientation. Ability to identify issues and report them to leadership in a positive, constructive manner.
- Flexibility to learn new practices and assume additional responsibilities as business needs evolve.
- Positive attitude and strong desire to positively contribute to the team.