ACCESS COORDINATOR

SU CLINICA FAMILIAR•Harlingen, TX

8d•Onsite

About The Position

The Access Coordinator serves as the first point of contact for patients seeking services at the Clinic. This position is responsible for scheduling, rescheduling, and canceling patient appointments; providing guidance regarding services and appointment requirements; answering incoming calls; documenting patient interactions; and routing information to appropriate electronic work queues for follow-up. The Access Coordinator delivers exceptional customer service while supporting patient access and continuity of care. This position is the entry to the Clinic and is responsible for a seamless handoff to the clinical and other support services. Priority functions is to handle appointment scheduling and call navigation. Will capture the caller disposition.

Requirements

High school diploma or GED required.
Minimum two (2) year of customer service, call center, medical office, or healthcare scheduling experience.
Ability to fully comply with the enhanced infection control requirements of the health center.
Proficiently operate Microsoft Office applications and healthcare information systems.
Ability to work independently and as part of a team.

Nice To Haves

Bilingual (English/Spanish) preferred.

Responsibilities

Schedule new and established patient appointments in accordance with provider templates, clinic policies, and scheduling protocols.
Reschedule appointments as requested by patients or clinic staff.
Cancel appointments and appropriately document reasons for cancellation.
Verify appointment details and provide patients with appointment preparation instructions.
Assist patients in identifying the appropriate healthcare provider, department, or service based on their needs.
Monitor scheduling availability and offer alternative appointment options when necessary.
Answer incoming calls in a professional, courteous, and timely manner.
Guide patients through the appointment scheduling process and explain available services.
Provide information regarding clinic locations, hours of operation, referrals, insurance requirements, and documentation needed for appointments.
Respond to routine patient inquiries and direct complex clinical questions to licensed staff.
Support patients in accessing healthcare services and community resources as appropriate.
Adhere to policies, procedures, customer service standards, and compliance requirements.
Meet established performance metrics including call quality, scheduling accuracy, productivity, and patient satisfaction.
Participate in training and continuous improvement initiatives.
Route patient information, messages, and requests to the appropriate electronic work queues.
Create and maintain telephone encounters, task notes, and patient messages within the electronic health record (EHR).
Forward referral requests, medication refill requests, demographic updates, and other patient concerns to designated departments.
Monitor assigned queues and ensure timely processing of patient requests.
Accurately verify and update patient demographic, contact, and insurance information.
Document all patient communications in accordance with organizational policies and procedures.
Maintain confidentiality of patient information and comply with HIPAA regulations.
Ensure data entry is accurate and complete.