Contact Center Rep

Baystate Health•Holyoke, MA

14h•Remote

About The Position

Under the direction of the Access Services Supervisor and Manager, the Access Services Representative is responsible for ensuring appropriate, timely access to care for patients throughout the Northern, Eastern, and Metro regions within Baystate Health System. The Access Services Representative partners with Baystate Medical Practices (BMP), physicians, other care providers, and clinical teams to support integrated, patient-centered care and timely provider access. This position provides a high level of service to patients and referring physicians while helping create positive experiences and strong relationships across the organization. The ideal candidate is customer-focused, organized, accurate, comfortable working in a fast-paced healthcare environment, and able to effectively balance patient and provider needs.

Requirements

Two years of prior experience in a physician office or healthcare setting, OR Two years of prior experience in a customer service setting.
Successfully completed a medical terminology course, or willingness to successfully complete an approved medical terminology course within one year of hire.
Comfortable working with physicians and medical professionals with a focus on meeting their needs.
Strong verbal and written communication skills in English; Spanish proficiency may be needed in some settings.
Positive, upbeat personality with a service-oriented outlook.
Strong commitment to service excellence and a positive patient experience.
Comfortable using phones, computers, and related technology.
Ability to communicate professionally and effectively in alignment with Baystate Health operating principles.
Demonstrated ability to develop and maintain positive, professional relationships with internal and external customers.
Strong active-listening skills and the ability to clarify and understand requests and needs.
Ability and willingness to learn new processes, software applications, and tools to support efficiency and effectiveness.
GED or HiSET (Required)

Responsibilities

Respond to physician, Baystate Medical Practices, and community provider needs to ensure appropriate and timely access to care for patients.
Provide prompt, professional, sensitive, and courteous responses to appointment and consultation requests received by telephone, fax, and online portals.
Engage directly with patients to support timely and appropriate appointment scheduling.
Ensure accurate clinic appointment types and durations are selected based on patient and provider needs.
Accurately document interactions and follow established processes and protocols.
Utilize Baystate clinical and administrative systems to access and communicate patient and physician information.
Demonstrate proficiency with applicable systems and applications, including CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I Privileges, and 3M.
Apply quality and process-improvement practices to daily activities.
Maintain a strong focus on customer service and engagement.
Maintain required call-processing accuracy for assigned practice locations.
Meet departmental quality assurance, customer service, and productivity standards.
Collaborate effectively in a team environment.
Embrace and adapt to changes, process improvements, and technology enhancements.
Maintain a typing speed of 40+ words per minute.
Work effectively in a fast-paced, high-energy contact center environment.
Demonstrate strong oral, written, and interpersonal communication skills.
Maintain strict confidentiality and protect patient information.