Access Center Ambassador

Westchester Medical Center • Valhalla, NY

2d

About The Position

An Access Center Ambassador is the primary point of contact for patients and other callers, handling a high volume of inbound calls to schedule appointments, answer questions, and route calls to appropriate departments. The role supports efficient communication across the physician enterprise, first-call resolution, and a positive patient experience. The position requires handling approximately 80–100 incoming calls per day.

The Ambassador verifies and updates patient information; schedules, reschedules, and cancels appointments according to appointment requirements, provider availability, and practice protocols; and reviews physician schedules to maximize capacity and ensure accurate scheduling. The role also routes calls, takes messages, provides information, and addresses general concerns related to appointments, billing, and other matters. It requires maintaining accurate records and effective communication within and across departments, meeting individual and team productivity targets, and upholding WMCHealth’s mission, vision, and CARE values while treating patients with confidentiality and empathy. Remote work may be considered after hire and onboarding for candidates who meet specific requirements.

Requirements

• High school diploma or equivalent required.
• Excellent verbal and written communication skills, active listening, and the ability to explain complex information clearly.
• Empathy, patience, and a positive attitude when dealing with patients.
• Proficiency using computer systems and relevant tools.
• Ability to assess situations quickly and find solutions.
• Ability to manage a high volume of calls and prioritize tasks effectively.
• Proficiency in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.

Nice To Haves

• At least one year of call center and/or customer service experience preferred.
• Associate degree from an accredited institution preferred.
• Bilingual English/Spanish candidates preferred, but not required.

Responsibilities

• Answer high volumes of calls from patients, insurance companies, and other medical facilities, handling approximately 80–100 incoming calls per day.
• Verify and update patient demographic, financial, and clinical information, as well as portal access.
• Schedule future appointments based on appointment type, time requirements, and provider schedule availability.
• Edit, cancel, and reschedule appointments as needed according to practice protocols.
• Review physician schedules regularly to maximize capacity and verify correct scheduling.
• Route calls to the appropriate departments or individuals based on callers’ needs.
• Take accurate messages for staff members who are unavailable.
• Provide information, address inquiries, and resolve issues related to appointments, billing, and other general concerns.
• Maintain accurate and up-to-date patient information in the system.
• Maintain effective communication within the department and with other departments.
• Use technology and specialized software platforms, including CERNER/EHR as applicable, to maximize productivity.
• Meet individual and team daily productivity targets.
• Uphold WMCHealth’s mission, vision, and CARE values and promote an excellent patient experience in every encounter.
• Respect patients’ confidentiality and demonstrate empathy during all encounters.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED