Access Center Specialist

Genesis Healthcare System•Moline, IL

About The Position

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. Position Details: The Access Center Specialist is the initial point of contact for referring physician and providers for all patients that are accessing physician and medical services. This position has the critical responsibility of providing all callers with support for appointment scheduling, physician and provider referrals, by triaging incoming phone calls and complete necessary outbound phone calls. Other essential responsibilities include patient appointment scheduling, maintenance of provider patient schedules, managing patient worklist and to electronically process incoming faxes.

Requirements

High school graduate or equivalent.
Minimum of one year professional office, customer service or patient care experience.
Basic understanding of medical procedures, processes and knowledge of medical terminology.
Ability to work independently with minimal supervision under pressure in a complex and changing working environment, where multi-tasking is critical.
Demonstrates solid interpersonal communication skills to include listening, written, verbal and telephone etiquette.
Excellent computer skills with experience using MS Office, with ability to learn department specific computer programs.
Ability to problem-solve, organize and prioritize workload to complete projects and deadlines in a timely manner and ensures team efficiency.
Ability to provide outstanding customer service with the highest degree of professionalism and confidentiality.
Is flexible in handling changes in work priorities and handles multiple tasks simultaneously.

Responsibilities

Answers inbound calls in a timely manner to provide callers with the highest level of customer experience, this includes appropriate triage of the call, proper documentation and providing all necessary information to the patient during the call.
Schedules patients with appropriate appointments as soon as possible and communicates appointment time with patient and referring office. Responds to any questions and/or concerns.
Documents all phone call information in the designated computer software in a timely and accurate manner, striving to reach service level goals and performance standards.
Make outreach calls to patients to remind them of upcoming appointments.
Relay and escalate critical patient symptoms to clinical office staff when appropriate.
Monitor provider schedules and fill empty appointment slots to ensure each patient can be seen as quickly as possible. All referrals should be responded to within 24 business hours.
Process all medical records requests, ensuring a timely release for payers, government entities and patients.
Responsible to electronically distribute incoming faxes in a timely and accurate manner.
May assist with gathering information for requests and completing various reports.
Share potential issues, concerns and possible solutions promptly with immediate supervisor, manager and leadership if needed.
Participate in workshops and group discussions pertaining to continuous process improvement, this includes willingness to cross train with other services to enhance operational effectiveness and efficiency.
Establish and maintain positive working relationships with department, patients and physician or providers, treating everyone with dignity and respect.
Other duties as assigned.