Sr. Access Center Ambassador

Job Summary :

A Senior Access Center Ambassador acts as the lead point of contact for a particular service line or department to enhance communication to patients and other callers, handling a high volume of inbound calls to schedule appointments, answer questions, and route calls to the appropriate departments. This position is crucial for leading a team/pod of agents to maintain efficient communication across our physician enterprise to ensure a first call resolution and a positive patient experience.

Responsibilities:

Serve as key liaison with the department leadership to ensure accuracy of templates, issue escalation to resolution and development of alignment with practice operations. Work directly with Access Center supervisors and leadership to advance the day-to-day operations of the team.

Answering Phones:

Responding to a high volume of calls from patients, insurance companies, and other medical facilities. Must be able to handle 80-100 incoming calls per day. Verifies and updates current patient demographic, financial, clinical and portal access Schedules future appointments based on appointment type, time requirements and provider schedule availability. Respond to patient questions and needs by editing, canceling and rescheduling appointments as necessary and indicated by practice protocols. Review physician schedules regularly to maximize capacity and verify correct scheduling. Serves as brand ambassador by upholding the WMCHealth Mission, vision and CARE values and promoting excellence in the patient experience, during every encounter. Respects patients' needs for confidentiality and empathy during all encounters.

Appointment Scheduling:

Scheduling, rescheduling, and canceling appointments, often using CERNER, electronic health record (EHR). Utilizes technology, including specialized software platforms as applicable to maximize productivity.

Call Routing:

Directing calls to the correct departments or individuals based on the caller's needs.

Message Taking:

Taking accurate messages for staff members who are unavailable.

Customer Service:

Providing information, addressing inquiries, and resolving issues related to appointments, billing, and other general concerns.

Maintaining Records:

Ensuring accurate and up-to-date patient information in the system.

Communication:

Maintaining effective communication within the department and with other departments. Meet daily productivity targets individually and as a team to achieve WMCHealth mission, vision and CARE values. Other duties as assigned.

Qualifications/Requirements:

Experience:

Minimum of 1-3 years of call center and/or customer service experience preferred.

Education:

High school diploma or equivalent required. An associate degree from an accredited institution is preferred. Licenses /

Certifications:

N/A Other:

Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Special Requirements:

Communication Skills:

Excellent verbal and written communication, active listening, and the ability to explain complex information clearly.

Customer Service Skills:

Empathy, patience, and a positive attitude when dealing with patients.

Technical Skills:

Proficiency in using computer systems, EHR software, and other relevant tools.

Problem-Solving Skills:

Ability to quickly assess situations and find solutions.

Time Management:

Ability to manage a high volume of calls and prioritize tasks effectively.