PRACT COMMUNICATION COORD

Mercy Medical Center • Baltimore, MD

5d • Onsite

About The Position

The Practice Communications Coordinator is primarily responsible for answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner. The coordinator will be the initial point of contact for all patients and this interaction will function as a key component to the overall patient experience. Responsibilities include scheduling office appointments and procedures as well as taking accurate phone messages, making reminder calls to patients per office protocol, taking accurate Rx refill requests and sending them through Epic to provider pools, insure referrals are in the system for upcoming appointments, flag offices for patients coming with high balances. The Patient Access Coordinator is also responsible for sending out new patient packets, scanning documents, working WQs, recommending workflow efficiencies to improve the patient experience. Provide patients with information on physicians, directions to locations and educational materials. Answer patients or physicians questions. Interviews callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of Mercy Medical Center. This position requires a self-directed individual with comprehensive knowledge of insurance requirements, customer service skills, problem solving and the ability to multi-task.

Requirements

• Must possess a high school diploma or GED
• Computer proficiency and technical aptitude with the ability to utilize one or more of the following: Microsoft Word, Power Point, Excel, Microsoft Outlook, Meditech (if applicable to position), Epic (if applicable to position), Performance Manager/NetLearning
• Must be able to read, write, and speak the English language in an understandable manner.
• Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
• Must possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
• Must be flexible, have personal integrity, and the ability to function effectively as a team with other employees.
• Must be able to follow written and oral instructions.
• Must demonstrate outstanding interpersonal skills via telephone
• Uses time efficiently.
• Works effectively with available resources to meet deadlines and enhance performance.
• Works and communicates effectively with all members of clinic staff.
• Demonstrates flexibility in an effort to meet demands and goals of clinic.
• Demonstrates knowledge of the clinic operations and related policies.

Nice To Haves

• Minimum 1 year of experience in a similar role within a Medical Office Environment
• Minimum 1 year of call center experience

Responsibilities

• Answering incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner.
• Scheduling office appointments and procedures.
• Taking accurate phone messages.
• Making reminder calls to patients per office protocol.
• Taking accurate Rx refill requests and sending them through Epic to provider pools.
• Ensuring referrals are in the system for upcoming appointments.
• Flagging offices for patients coming with high balances.
• Sending out new patient packets.
• Scanning documents.
• Working WQs.
• Recommending workflow efficiencies to improve the patient experience.
• Providing patients with information on physicians, directions to locations and educational materials.
• Answering patient or physician questions.
• Interviewing callers to obtain full understanding of what information is being requested.
• Providing high quality customer service on every call.
• Promoting teamwork and call center success.
• Satisfying the customer and maintaining the image of Mercy Medical Center.

Benefits

• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
• 403(b) retirement plan with generous company match and “catch up” provision
• Paid Time Off (PTO) & company paid holidays
• Tuition reimbursement
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Employer paid Short & Long Term Disability benefits for eligible employees
• Voluntary Benefits
• Discounts on auto & home insurance and Verizon plans
• Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values

What This Job Offers

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