Access Center Lead Agent - FPA Access Center

Mount Sinai Health System•New York, NY

2d•Onsite

About The Position

In the Access Center Lead Agent role within the FPA Access Center, you will be responsible for exemplifying patient experience while interacting with patients and visitors over the telephone and other communications channels by providing superior customer service. The FPA Access Center which is centralized contact/call center for the Mount Sinai Health System, located in West Side of Manhattan. Although we are an administrative office, the Access Center supports many of the various doctors’ offices in our health system. The Lead Agent for the Access Center is a senior level individual, responsible for scheduling appointments, consults and follow-up appointments for patients, and who takes a lead role among this group, mentoring and managing all training for new and less experienced staff. This individual assists the Supervisor in oversight of front desk and office activity, or functions as point of contact in the Supervisor’s absence.

Requirements

High School diploma/GED
3+ years of secretarial/clerical experience, preferably with some directly related experience, in a medical practice environment

Responsibilities

Schedules patient FPA appointments and updates practice management system.
Collects patient demographics and insurance information and enters into practice management system.
Verifies patient insurance coverage prior to appointment and advises patient of any insurance referrals or authorizations needed.
May schedule patients appointments for tests or consults.
May initiate reminder calls for next days appointments.
Manages training and mentors less experienced Scheduling Coordinator and administrative staff, and discusses issues of concern with Supervisor.
May perform duty as liaison between Scheduling Coordinator staff and Administrative Assistants in addressing patient concerns.
Participates in customer service initiatives, patient satisfaction surveys, ACD and appointment reporting.
May participate and offer input into the Performance Appraisal process with the Supervisor.
Point of contact in the Supervisors absence.
Performs other related duties.