MS/Patient Access Rep - SMG Call Center
About The Position
The MS/Patient Access Rep supports the SMG Call Center by answering calls for more than 80 providers and helping patients access care. The role includes scheduling and managing appointments, collecting patient information, communicating requests and information to clinical staff, and maintaining documents and correspondence. The representative is expected to provide a compassionate, professional patient experience, follow management-provided schedules, and meet call availability, hold-time, quality assurance, and answer-rate goals. The position may also support projects such as bump lists and other workqueue activities.
Requirements
- High school diploma or equivalent.
- Experience with electronic health records (EHRs).
- Computer skills, including Microsoft Office (Word, PowerPoint, and Excel), email, and Teams.
- Strong customer service skills.
- Discretion and ability to handle confidential information.
- Organization skills and ability to multitask.
- Compassion and a calm, professional demeanor.
- Keen attention to detail.
- Excellent verbal and written communication at all organizational levels.
- Ability to handle a high volume of calls in a pleasant, professional manner.
- Ability to interact well with patients, coworkers, and management.
- Professionalism, especially under pressure in a fast-changing environment.
Nice To Haves
- College degree preferred.
- Previous experience working as a patient access or call center representative preferred.
- MA certification preferred.
Responsibilities
- Answer a multiline telephone system for over 80 providers.
- Provide a superior patient experience by practicing the AIDET communication model.
- Record patients’ medical history and personal information.
- Schedule, cancel, and reschedule appointments.
- Submit requests and relay information to and from clinical staff.
- Copy, file, and maintain paper and electronic documents.
- Handle incoming and outgoing correspondence.
- Adhere to the schedule provided by management.
- Meet goals of 80% availability, 60-second hold time, 80% quality assurance scores, and a 90% answer rate.
- Participate in projects such as bump lists and other workqueue activities.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
