Patient Access Coordinator | FT | Weekdays | Sutherland Cardiology | Germantown

Methodist Le Bonheur Healthcare • Germantown, TN

4d

About The Position

The Patient Access Coordinator serves as the initial point of contact for patients seeking assistance with appointment scheduling, medication refill requests, lab results, referrals, patient demographic information, physician-to-physician conversations, and other needs. The role handles a high volume of inbound and outbound calls—50 or more calls per day—in a fast-paced call center environment, while simultaneously using the phone system, Electronic Medical Record (EMR), computer-based guided workflow software, and other computer systems. The coordinator delivers accurate, high-quality patient support with a positive attitude and models behavior consistent with MLH's Mission, Vision, and Values.

The position supports patients and internal contacts by listening to concerns, resolving or escalating issues, maintaining patient care information, and following departmental procedures, performance indicators, and quality assurance programs. The job is based at Sutherland Cardiology in Germantown and is listed as full-time on weekdays.

Requirements

• High school diploma or equivalent; three years of relevant inbound and outbound customer-call experience may substitute for this requirement.
• 1–3 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 and 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 proven record of providing excellent internal and external customer service.
• Ability to evaluate problematic situations, adapt, respond, and notify or advise appropriate staff to 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 deliver suitable solutions.
• Good balance and coordination; ability to perform the physical activities described for the role.
• Ability to exert up to 25 lbs. of force occasionally and/or up to 10 lbs. frequently.
• Close visual acuity for tasks such as analyzing data, transcribing, viewing a computer terminal, or extensive reading.

Nice To Haves

• Associate degree.
• 1–3 years of call center experience.

Responsibilities

• Handle high-volume inbound and outbound calls from patients seeking assistance with scheduling, medication refills, lab results, referrals, demographic information, physician-to-physician conversations, and other requests.
• Navigate and manage computer systems, the EMR, telephone systems, and guided workflows simultaneously while analyzing patient needs and developing solutions.
• Support a high volume of patient inquiries while adhering to established key performance indicators and quality assurance programs.
• 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 deescalate situations as necessary.
• Apply departmental policies, procedures, and standards; attend meetings and training sessions; and keep the supervisor informed when patient issues arise.
• 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