Contact Center Representative

Baystate Health•Holyoke, MA

12d

About The Position

Under the direction of the Access Services Supervisor and Manager, the Access Services Representative ensures appropriate and timely access to care for patients throughout the Northern, Eastern, and Metro regions within Baystate Health System. The role partners with Baystate Medical Practices (BMP), physicians, other care providers, and their clinical teams to support integrated, patient-centered care and timely access to appropriate providers. The representative communicates with referring physicians and patients and provides a high level of service and satisfaction. Using clinical and administrative knowledge, the representative responds to patient needs and helps identify efficient ways to access care. The role uses established work processes to create positive experiences, meet physician and patient needs, and build strong relationships with referring physicians and patients.

Requirements

Two years of prior experience in a physician office or two years of prior experience in a customer service setting.
GED or HiSET.
Successfully completed a medical terminology course or successfully complete an approved course within one year of hire.
Type more than 40 words per minute.
Strong oral, written, and interpersonal communication skills.
Ability to use a phone, computer, and related technology.
Ability to communicate professionally in writing and orally, reflecting Baystate Operating Principles.
Ability to develop and maintain effective professional working relationships with internal and external clients.
Ability to actively listen and engage in communications to understand client requests and needs.
Ability and willingness to learn new processes, software, or other tools as needed.
Comfort working with physicians and medical professionals to meet their needs.
English and, in some settings as needed, Spanish communication skills, both written and verbal.
Service-oriented approach and positive, upbeat outlook.

Responsibilities

Respond to needs from BMP physicians and community providers to ensure appropriate and timely patient access to care.
Respond promptly and professionally to appointment and consultation requests 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 assigned.
Document accurately according to established processes and protocols.
Use Baystate clinical and administrative computer programs to access and provide patient and physician information and communicate with medical practices.
Apply quality and process improvement practices in daily activities.
Maintain accuracy in call processing for one to two practice locations.
Meet departmental quality assurance, customer service, and productivity standards.
Work effectively in a team environment and support changes and enhancements.
Maintain strict confidentiality.
Adapt to a fast-paced, high-energy department.