Access Operations Associate-Call Center

Children's Healthcare of Atlanta•Brookhaven, GA

About The Position

The Access Operations Associate provides a seamless experience for those calling 785-KIDS for new patient, marketing and general inquires, including coordination of telephone triage support services. Using appropriate tools and resources, the Access Operations Associate goes above and beyond to provide and document accurate information that meet and exceed quality standards, resulting in consistently excellent patient and customer experiences.

Requirements

1 year of experience in customer service, hospitality or equivalent
Must type a minimum of 35 words per minute
Excellent interpersonal skills
Must have basic understanding of medical terminology
Ability to multi-task in high-volume, fast-paced environment
Must possess strong verbal, written and phone communication skills
Ability to navigate telephony platform
Must be detail oriented and self-directed
Must possess problem-solving skills
Ability to de-escalate calls in order to ensure patient satisfaction
Critical thinker
Time Management
Must be able to multi-task
Must be able to prioritize tasks
High school diploma or equivalent

Nice To Haves

College or advanced degree
Contact Center experience
MS Suite
Bilingual
Clinical Experience
Process Improvement
Epic Experience

Responsibilities

Handles a high volume of calls and orients skills to meet quality and productivity expectations.
Strives for first call resolution and adheres to guidelines set forth by SLA.
Understands and is proficient in all department resources, programs, and applications available to accomplish assigned tasks.
Screens all patient assistance calls and provides specific information as requested by parents, physician, and authorized personnel.
May assist with administrative support to the department as needed (e.g., scanning, restocking supplies).
Enter demographic and clinical information in tools for clinical advice calls and registration purposes to support care coordination efforts.
Confirms appointment details with patient families.
Supports continuous improvement of quality and service.
Interacts with callers in a professional, confident, courteous, supportive, prompt, and calm manner to acquire necessary information and ensures seamless experience to reduce wait times for all callers.
Prioritize requests independently.
Exhibits superior customer service; maintains a standard of quality and productivity consistent with the goals of the department.
Participates in the achievement of organizational and departmental goals.
Meets quality metrics and department standards for call handling.
Performs inbound functions through various communication channels as needed.
Adhere to Children’s mission, vision, and values.
May perform other department duties and other assignments as appropriate.