Patient Access Coordinator I | FT | Days | Primary Care | Memphis

Methodist Le Bonheur Healthcare • Dawes, AL

5d

About The Position

The Patient Access Coordinator I serves as the initial point of contact for patients seeking help with appointment scheduling, medication refill requests, lab results, referrals, patient demographic information, physician-to-physician conversations, and other inquiries. The role handles a high volume of inbound and outbound calls, typically 50 or more per day, in a fast-paced call center environment. Coordinators simultaneously use the telephone system, Electronic Medical Record (EMR), computer-based guided workflow software, and other computer systems to understand patient needs and provide accurate support. The position requires a positive attitude, quality customer service, careful handling of patient care information, and conduct aligned with MLH’s mission, vision, and values.

The role supports and manages patient inquiries in accordance with established Key Performance Indicators and quality assurance programs. It requires active listening, de-escalation when needed, adherence to departmental policies and procedures, and communication with a supervisor when patient issues arise. The position has no supervisory or lead responsibilities. Work is typically performed in a general office or administrative environment without substantial exposure to adverse environmental conditions.

Requirements

• High school diploma or equivalent; three years of relevant call-handling experience may substitute for this requirement.
• One to three years of experience handling inbound and outbound customer calls, providing support, scheduling appointments, resolving issues, and processing information.
• Proficiency with basic office equipment, multi-line phones, and data entry.
• Organizational skills, including the ability to set priorities and meet deadlines.
• Discretion when handling confidential information and sensitive issues.
• Excellent communication skills, professionalism, and a desire to assist patients.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• A demonstrated record of excellent internal and external customer service.
• Ability to evaluate problematic situations, adapt and respond, and notify or advise appropriate staff to help resolve issues.
• Ability to multitask in a fast-paced environment and navigate multiple complex workflows.
• Ability to analyze patient inquiries, develop an appropriate plan of action, and provide suitable solutions.
• Ability to meet the position’s physical demands, including light work exerting up to 25 pounds occasionally and/or up to 10 pounds frequently, and close visual acuity for tasks such as computer work, data analysis, transcription, or extensive reading.

Nice To Haves

• Associate degree.
• One to three years of call center experience.

Responsibilities

• Handle high volumes of inbound and outbound patient calls about scheduling, medication refills, lab results, referrals, demographic information, physician-to-physician conversations, and other requests.
• Navigate and manage multiple operating systems, including computers, the EMR, telephone systems, and guided workflows, while analyzing patient needs and developing solutions.
• Manage patient inquiries while meeting established Key Performance Indicators and quality assurance standards.
• Provide exceptional customer service to internal and external contacts with a positive attitude.
• Accurately manage, control, and maintain patient care information.
• Listen actively to patients and de-escalate situations as necessary.
• Apply departmental policies, procedures, and standards; attend meetings and training sessions; and keep the supervisor informed about patient issues.
• Perform other job functions as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED