Patient Access Center Coordinator

Houston Methodist•Katy, TX

Save Job Match Resume

About The Position

Patient Access Center Coordinator FLSA STATUS Exempt

Requirements

High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
Five years of experience in healthcare setting/call center operations
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
Ability to multitask, prioritize and the flexibility to meet the needs of the department
Excellent written and verbal communication and interpersonal skills via telephone and in person
Critical thinking skills and ability to apply independent judgment
Strong analytical skills to be able to synthesize data and identify trends
Ability to remain calm and patient in stressful situations
Demonstrates a positive demeanor and ability to work with peers in a team situation
Working knowledge of PC environment utilizing Windows and word processing; basic Excel, Word and PowerPoint knowledge
Proficiency in an Electronic Medical Record system
Very strong organization skills and detail-oriented nature
Strong training, coaching, and leadership skills

Nice To Haves

Associate’s degree preferred
Clinical knowledge and experience with a strong understanding of medical terminology preferred

Responsibilities

Coordinates daily department operations, partnering with management, and ensures staff communicate professionally and effectively with all patients in a timely manner.
Supports onboarding and training of new agents. Collaborates with the Training team to modify training content based on operational changes.
Role models healthy work relationships such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as preceptor, mentor, and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement. Motivates and inspires peers to impact a change in culture.
Discusses department performance metrics and recommendations for performance improvement. Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution. Promotes a friendly and professional customer service environment.
Coordinates daily coverage and staff deployment to ensure appropriate service levels across pods and workstreams. Facilitates daily pod meetings to disseminate performance insights, workflow updates, and team alignment priorities. Provides call support in limited capacity to maintain service levels during escalations or high volume periods.
Serves as first-level investigator for patient issues and concerns, performing root cause analysis and recommending corrective actions to management. Resolves frontline agent escalations and determines need for further triage to leadership.
Supports the design and delivery of ongoing refresher training based on agent performance trends and operational needs.
Under the direction of the management, assists with designing and implementing department policies by establishing standards and procedures, measuring results against metrics and making necessary adjustments.
Coordinates operational support tasks with a lens on process improvement and systems oversight. Maintains department efficiency by planning and implementing improvements. Conducts workflow assessments with schedulers to improve department performance and improve patient satisfaction.
Collaborates with Workforce Management to provide real-time input on scheduling adjustments and call flow escalations.
Provides structured coaching discussions using data and call quality metrics. Recommends performance improvement plans to management.
Under the guidance of management, uses sound judgment and fiscal responsibility for the department, including timely purchasing of supplies, inventory control and monthly account management.
Self-motivated to independently manage time effectively and prioritize daily tasks, minimizing team incidental overtime. Performs preliminary timecard reviews and identifies discrepancies for manager follow-up. Utilizes time efficiently and helps other team members.
Provides innovative suggestions for process improvement and assists in the implementation of strategic planning initiatives.
Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.