AAC II - Scheduling

South Shore Health•Norwell, MA

2d•Hybrid

About The Position

The Ambulatory Access Coordinator II (AAC II) serves as the primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center, a high-volume, fast-paced environment handling approximately 30,000 calls per month. This role involves a wide variety of functions including scheduling patient appointments, collecting demographic and verifying insurance information, processing patient requests like prescription refills, and managing inquiries via website and fax. In addition to these duties, the AAC II will partner with the Supervisor and Team Lead to assist with training and onboarding new scheduling staff, potentially requiring onsite presence during onboarding if working remotely. The AAC II is expected to be proficient in at least three scheduling queues, acting as a super user and a go-to resource for team members, handling first-level escalations. They will participate in performance improvement meetings, contributing to team goals for Average Speed of Answer, Service Level, and Abandonment Rate, and must maintain minimum performance metrics including Average Calls Taken, Ready Time, abandoned call percentage, Transfer Rate, and Quality Scores. The AAC II will also assist with special projects as directed.

Requirements

High school diploma or equivalent
1 year of experience in healthcare setting
Excellent verbal and written communication skills
Excellent computer skills with knowledge of various software applications
Knowledge of various insurance requirements
Excellent interpersonal skills
Ability to meet demanding deadlines and balance multiple tasks
Detail oriented with excellent organizational and prioritization skills
Must demonstrate computer proficiency through efficient use of the electronic medical record, patient registration/billing system, email, SSMC intranet & other computer software as required

Nice To Haves

Two (2) years of college preferred
Epic Experience preferred

Responsibilities

Serve as primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center
Schedule patient appointments following provider template for assigned department(s)
Recite all appointment information back to patient including: appoint duration, date, time provider and location
Maintain consistent compliance with quality standards
Work collaboratively with administrative and clinical staff of assigned department(s)
Maintain comprehensive knowledge-base of scheduling rules for assigned department(s)
Register new patients; verify personal and insurance information; update as required
Assist with rescheduling patient appointments at the direction of the department Manager
Answer calls in a timely, courteous and helpful manner; end calls with standard closing question (May I help you with anything else?)
May be required to learn and perform all operator functions to provide support as needed or assigned
Assists with the training of new employees upon request
Maintain effective level of productivity at all times
Willingly accept special assignments
Maintain work area in a neat and orderly manner
Have knowledge of and adhere to the SSMC Mission Statement and all SSMC policies and procedures
Partner with the Supervisor and Team Lead to assist with training and onboarding of new scheduling staff
Answer for at least 3 scheduling queues and act as a super user and go-to staff member for any questions and first level escalations from their team-members
Participate in regularly scheduled performance improvement initiative meetings and assist in driving team performance to meet goal in Average Speed of Answer, Service Level and Abandonment Rate
Maintain minimum performance metrics including, but not limited to Average Calls Taken, Ready Time, abandoned call %, Transfer Rate, Quality Scores etc.
Assist with other special projects as directed