The posting
About the Job
General Summary of Position Under General Supervision the Clinical Access Specialist acts as the first welcome at a site for the caller on behalf of MedStar Health instilling loyalty and anticipating needs while providing efficient effective customer relationship management. Elicits and records patient information and inquiries by following established protocols for the Lab Call Back program and/or to schedule patient appointments for specified practice groups and/or multiple locations. Facilitates communication between patients and the practice site staff. Advocates on the caller/customer behalf to ensure needs are met and to promote an optimal patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening empathy courtesy and professionalism. Must be able to work nights and weekends variable schedule(s) and overtime as necessary.
Primary Duties and Responsibilities
- Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with regulatory and accreditation standards.
- Is responsible for inbound and outbound call handling to identify and assess callers' needs quickly and accurately.
- Solves problems systematically using sound business judgment and critical thinking skills.
- Demonstrates high reliability principles through proactive approach to patient safety reporting patient safety events and near-misses identifying and implementing opportunities for improvement and seeking system solutions to safety concerns.
- Maintains alertness for patient/caller medical or health issues that may need to be addressed urgently. Promptly notifies clinical personnel or intervenes as per departmental protocol.
- Demonstrates ability to use various MedStar Health technology and software applications as required to assist with the caller's needs; documents patient/family call encounters; and reports patient/workflow concerns as appropriate applying chain of command.
- Demonstrates behavior consistent with MedStar Health mission vision goals SPIRIT values objectives and patient care philosophy.
- Displays characteristics of inquiry empathy courtesy compassion and respect during communication with customers. Seeks to de-escalate situations and provide resolution for patients/callers; notifies leaders promptly if a conflict cannot be resolved or a situation requires immediate attention.
- Ensures complete communication (closes the loop and follow up) between key customer groups including internal and external customers in an appropriate and timely manner.
- Facilitates new patient registration and updates current registration. Facilitates outbound calls to patients pertaining to COVID 19 negative lab results through standardized scripting.
- Maintains scheduling and lab call back protocol knowledge base and designated skills in order to meet established goals for scheduling accuracy results call backs daily call metrics and defined individual/team goals.
- Maintains subject matter knowledge of assigned specialties and/or lab call back scripting and workflows to effectively address patient inquiries prepare prescription refill requests lab result inquiries and clinical questions to the providers.
- Participates in physician/provider practice meetings as required including training with physician practice secretaries regular staff meetings and/ or other training classes as directed.
- Participates in cross-training initiatives to establish complete end to end knowledge of call center operations in order to support business needs.
- Participates in multidisciplinary quality safety and service improvement teams as appropriate. Attends departmental huddles (e.g. safety) and other meetings serves on committees and represents the department in community outreach efforts as appropriate.
- Performs other duties as assigned.
Minimal Qualifications Education
- High School Diploma or GED required
- Completion of an approved Medical Assistant (MA) program required or
- Completion of an approved LPN program
- One year of relevant education may be substituted for one year of required work experience.
Experience
- 2 years of experience in a high-volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature required
- 1-2 years Telephonic customer service experience typically acquired in a call center role front desk reception hospital or medical office scheduling environment required
Licenses and Certifications
- Certified Medical Assistant (CMA)-AAMA Certified Medical Assistant (CMA) by the American Association of Medical Assistants required or
- Registered Medical Assistant (RMA)-American Medical Technologists Registered Medical Assistant (RMA) through American Medical Technologists or equivalent within 12 months of hire required or
- LPN - Licensed Practical Nurse - State Licensure required
Knowledge Skills and Abilities
- Ability to type 40 WPM accurately.
- Intermediate proficiency with software applications including creating and editing Microsoft Word documents and Excel spreadsheets.
- Ability to navigate through multiple technology programs simultaneously while speaking with patients/families on the telephone.
- Exceptional interpersonal and telephone communication skills and use of grammatically correct written communication.
- Ability to empathize with and prioritize MedStar customer needs while remaining composed focused and demonstrate compassion during stressful situations.
- Good communication and decision-making skills especially while multi-tasking.
- Ability to work in a high-stress and complexity environment applying a high sense of urgency. Strong attention to details.
This position has a hiring range of
USD $19.55 - USD $34.25 /Hr.
