MAJOR FUNCTION: 

The Access Center Representative acts as the initial contact and provider of information regarding physician referral, product line, seminar programs and patient scheduling to hospital personnel, physician offices, their staff and potential patients.


QUALIFICATIONS:

Education & Experience:

High School Diploma or GED required. Experience: Min 1-2 years Call Center, medical office or similar customer service experience. Medical Scheduling experience a plus.

Certification/ Licensure:

NA

Knowledge & Skills:

Ability to communicate effectively on the telephone. Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds. Ability to handle a high volume, call center environment, ability to multi-task. Ability to exercise good judgment to handle calls appropriately. Ability to demonstrate good customer service. Medical terminology a plus. Bi-Lingual Spanish a plus. Computer knowledge a must. Requires good listening and verbal communication

General Duties and Responsibilities:

Answers telephone promptly, schedules appointments/events/classes in a polite and professional manner. Obtains and enters accurate demographic information. Schedules appointment correctly - reviews appointment date, time, location, and provider name with caller. Makes calls to reschedule appointments when necessary. Informs caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable). Reminds caller to arrive (pre-determined time) before scheduled appointment. Demonstrates ability to adapt to varied age-specific populations although, this position has no responsibility for treatment or care of patients. Answers questions and offers other information, as requested, to provide patient-focused service and a positive.

Act as a Liaison for the Patients and the Inspira Health Network:

Directs calls to other departments as needed. Uses sound judgment in handling calls, especially with upset patients. Escalates calls to physicians/practice manager/triage nurse when necessary.

Other:

Maintains confidentiality regarding patient/employee/facility/corporate information 100% of the time. Supports the Mission, Vision and Values of Inspira. Works together in a spirit of teamwork. Performs other reasonable and related duties as assigned.

Lead Preceptor: This department has one director and one Supervisor, many times the staff have questions when the director and / or supervisor are not available. This is what a lead preceptor does:

One day a week in office, must provide flexibility. Example: If management is not available, Lead preceptor can be in office those days to cover training for New hires and to assist other staff. Review scheduling errors sent from management and educate staff as needed. Will have access to Encore to be able to pull calls as assigned. To be utilized as assigned. Maintain all training forms/checklists. Review and update as new changes occur. These will be sent to Supervisor for approval to share with staff. Work with departments to update prep sheets as needed. Will be shared with staff once approved by the direction of Leadership. Communicating any areas of concern via an employee or department with management.  Will assist other Preceptors as needed. This Lead Preceptor will start with the New Employee for training. Move to additional preceptors as there is a need Example: staff member needs additional one on one time. This is to ensure continuity in training. If management is off site or not available, be a resource to all staff. Monitor for staff productivity, note if staff need to leave early, report issues, etc. A resource email will be sent to management at the end of shift to report any occurrences.  Working assigned tasks from leadership, including but not limited to answering live calls, retraining’s, meetings, etc.