Access Coordinator

Mayfield Clinic • Cincinnati, OH

12h • Onsite

About The Position

As an Access Coordinator, you will be the first point of contact for new patients, helping ensure a smooth and efficient intake experience. Responsibilities include coordinating referrals, scheduling appointments, verifying insurance, requesting medical records and imaging, and connecting patients with the appropriate provider. This role requires strong communication, attention to detail, and a commitment to providing exceptional patient service while supporting timely access to care.

Requirements

• High School diploma
• Minimum of three years of work experience in the healthcare field
• Demonstrates excellent customer service
• Ability to manage and prioritize multiple tasks in a fast-paced environment
• Strong problem-solving, problem-prevention, and decision-making skills
• Ability to convey empathy
• Excellent oral and written communication skills
• Ability to maintain composure and restore calm in a stressful situation
• Uses good judgment and diplomacy when dealing with others
• Desire and ability to work in a team environment
• Computer proficient with the ability to learn multiple software applications
• Ability to work with minimal supervision
• Medical knowledge to understand various diagnoses for efficient triaging and scheduling satisfaction.
• Demonstrate understanding and skill in the use of the Salesforce and CPS systems.
• Demonstrate understanding of the individual practices and physician protocols.
• Demonstrate understanding and skill in the use of office management and telephone hardware and software.
• Possess a working knowledge of the EMR system.
• Ability to navigate the GE PACS system.
• Ability to use phone system, voice mail & headset properly.

Nice To Haves

• Help develop and maintain a corporate culture that supports the mission and values of Mayfield Clinic.
• Work effectively as a team member and share the workload in an equitable manner

Responsibilities

• Answer incoming patient calls and address their inquiries, concerns, and requests.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Strive to achieve and exceed call center performance metrics, including call quality, answer and abandonment rate, and patient satisfaction scores.
• Obtain required patient demographic information, insurance information, and medical history to ensure accurate patient scheduling.
• Coordinate, process, and respond to all incoming referrals from outside providers.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system
• Effectively facilitate the Patient Registration and Appointment Scheduling Processes.
• Enter complete and accurate information into scheduling programs.
• Follow the proper procedure for creating new accounts.
• Ensure all materials are mailed/emailed to the patient promptly before their appointment.
• Effectively identify and process urgent patients.
• Follow proper procedures.
• Effectively communicate the physician�s recommendation to the patient.
• Use correct spelling and grammar in the history form
• Provide excellent service to internal and external customers.
• Demonstrate empathetic, helpful, and courteous behavior to all customers.
• Exhibit ability to express appreciation of the customer�s unique needs.
• Speak clearly, and use good grammar and proper pronunciation.
• Use voice inflection that communicates understanding and concern.
• Demonstrate good listening skills.
• Demonstrate the ability to respond appropriately to patients� fears, anxiety, and anger.
• Demonstrate the ability to assure customers of Mayfield�s desire & ability to meet their needs.
• Demonstrate ability to gain the caller�s understanding and acceptance of Mayfield Clinic processes.
• Exercise initiative, creativity, and courage to act in the best interest of the patient.
• Participate in departmental, inter-departmental, and organizational activities and accept cross-training opportunities.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Take opportunities to learn from other departments and associates whenever presented
• Access the website for information and stay current with patient education pieces.
• Facilitate the completion of HIPAA acknowledgement of patient privacy forms and maintain the paper file per HIPAA regulations
• Contribute to team effort by performing other duties as assigned

What This Job Offers

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