Access Center Specialist

Genesis Healthcare System•Moline, IL

About The Position

The Access Center Specialist is the initial point of contact for referring physicians and providers and for patients seeking physician and medical services. The role supports callers with appointment scheduling and provider referrals by triaging incoming calls and making necessary outbound calls. Additional duties include maintaining provider and patient schedules, managing patient worklists, processing incoming faxes, and handling medical-record requests. The position calls for timely, accurate service, strong communication and customer-service skills, confidentiality, and the ability to manage multiple tasks in a changing environment. The role works in an office environment and may require travel to other locations for training and observation. The position has no exposure to blood, body fluids, or tissues. Physical demands include sitting for extended periods, regularly lifting or moving up to 10 pounds, and the ability to climb, balance, stoop, kneel, crouch, crawl, stand, push, pull, bend, and squat. Required vision abilities include near and peripheral vision, depth perception, and the ability to adjust focus.

Requirements

High school graduate or equivalent.
At least one year of professional office, customer service, or patient care experience.
Basic understanding of medical procedures and processes, and knowledge of medical terminology.
Ability to work independently with minimal supervision under pressure in a complex, changing environment where multitasking is critical.
Solid interpersonal communication skills, including listening, written and verbal communication, and telephone etiquette.
Excellent computer skills, including experience with MS Office and the ability to learn department-specific computer programs.
Ability to problem-solve, organize, and prioritize workload to meet projects and deadlines while supporting team efficiency.
Ability to provide outstanding customer service with professionalism and confidentiality.
Flexibility in handling changing work priorities and multiple tasks simultaneously.
Ability to perform the stated physical demands, with reasonable accommodations available for individuals with disabilities.

Responsibilities

Answer inbound calls promptly, triage them appropriately, document the calls, and provide callers with necessary information.
Schedule patients for appropriate appointments as soon as possible, communicate appointment times to patients and referring offices, and address questions or concerns.
Document call information accurately and promptly in designated software while working toward service-level goals and performance standards.
Make outreach calls to remind patients of upcoming appointments.
Relay or escalate critical patient symptoms to clinical office staff when appropriate.
Monitor provider schedules and fill open appointment slots; respond to referrals within 24 business hours.
Process medical-record requests for payers, government entities, and patients, ensuring timely release.
Electronically distribute incoming faxes accurately and promptly.
Assist with gathering information for requests and completing reports as needed.
Promptly share potential issues, concerns, and possible solutions with the immediate supervisor, manager, or leadership as appropriate.
Participate in workshops and group discussions on continuous process improvement and cross-train with other services as needed.
Establish and maintain positive working relationships with department colleagues, patients, and physicians or providers, treating everyone with dignity and respect.
Perform other duties as assigned.
Follow Genesis Mission, Vision, and Values and patient-centered care and behavioral expectations, including maintaining confidentiality, communicating effectively, responding to requests promptly, and contributing to a safe, clean, and quiet environment.
Promote patient and employee safety, including safe patient and materials handling, infection precautions and protective equipment use, and awareness of slips, trips, and falls.