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DUTIES/RESPONSIBILITIES

• Train new patient access staff in registration, scheduling, and communication protocols to ensure standardization and accuracy across all WCHC sites.
• Provide registration and scheduling coverage across WCHC departments, ensuring seamless patient access support during staff absences, high-volume periods, or transitions.
• Schedule, reschedule, and cancel appointments in accordance with provider templates and scheduling guidelines.
• Identify skill or knowledge gaps among current staff and deliver retraining to promote ongoing competence and compliance with WCHC standards.
• Create and update electronic records to ensure accuracy of patient demographics, insurance information, and related data.
• Provide superior customer service both in person and over the phone, demonstrating sound judgment and professionalism in every interaction.
• Answer and direct a high volume of incoming calls for the Rural Health Clinics and other service areas, routing to appropriate personnel or departments.
• Collaborate with the Manager of Patient Access to identify process improvements and develop updated training materials and workflows.
• Maintain a high degree of flexibility, demonstrating the ability to quickly adapt to new locations, teams, and technology systems.
• Contact and document outreach to patients who miss scheduled appointments, coordinating with clinical teams as necessary.
• Exhibit professionalism, reliability, and a positive attitude while supporting WCHC's mission of patient-centered care.
• Display and promote company values.
• Regular attendance in coordination with the WCHC attendance policy.
• Work in accordance with EMTALA rules and regulations (Hospital).
• Other duties as assigned.