Patient Access Ambassador I

Memorial Healthcare

4d • Onsite

About The Position

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience. Summary: The Patient Access Ambassador I contributes to overall patient satisfaction by delivering exceptional customer service to patients, families, caregivers, providers and the community during inbound interaction through various channels of communication in a call center setting. Performs a complex variety of patient care activities including, but not limited to, accurate appointment scheduling, pre-registration, financial services to achieve first contact resolution and optimize patient flow. Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes.

Requirements

• High School Diploma or Equivalent (Required)
• Complexity of Work: Proficiency in handling multiple tasks and systems, while maintaining high-quality standards, is crucial.
• Must complete and successfully pass the Patient Access Center Onboarding Training Program.
• Must be able to work in a fast-paced work environment and take appropriate action when required.
• Possesses strong verbal communication skills including good voice quality, good diction, and articulation.
• Good problem-solving skills.
• Possess professional interpersonal skills.
• Independent thinker and able to display courtesy and empathy throughout the delivery of care.
• Ability to empathize with and understand the feelings and concerns of patients, within the Memorial Healthcare System.
• Possesses ability to perform job duties in a sedentary position at a desk and using a headset while operating in a self-sufficient manner with minimal guidance throughout the day.
• Ability to adapt to changes in products, processes, and call center technology.
• One (1) year of customer service experience required.

Nice To Haves

• One (1) year of experience in a call center setting and / or one (1) year in a healthcare setting preferred.

Responsibilities

• Reviews the patient's medical record to identify opportunities for care coordination and address existing care gaps. Utilizes cognitive clinical decision-making to identify preventive care screening needs and schedule patients accordingly. This may include annual wellness exams, mammography tests, routine check-ups, screenings, immunizations, laboratory tests, imaging studies, and other critical tests and procedures that lead to better long-term health and outcomes.
• Handles inbound call activity for single-call patient resolution and works overtime as business needs dictate. Demonstrates the ability to successfully meet performance scorecard expectations (KPIs) including call handling metrics and quality assurance guidelines. Complies with all call monitoring, evaluation, and quality management guidelines. Follows all guidelines in alignment with the “Language of Caring” and “Heart Head Heart” Curriculum.
• Reviews risk scores incorporating evidence-based guidelines and clinical decision support tools, to help prioritize medical urgency for high-risk patients, such as those with chronic conditions, and comorbidities including cancer screenings, diabetes, hypertension, and cholesterol.
• Demonstrates professional interpersonal skills, uses independent thinking, and displays courtesy and empathy throughout the delivery of care. Works well with others and collaborates well in a team environment. Demonstrates reliable attendance and punctuality, adhering to scheduled work hours, and promptly reporting any deviations to the Supervisor.
• Schedules patients with appropriate providers using moderately complex scheduling algorithms for a single specialty. Offers solutions that align with patient care needs and enhance patient experience. Immediately report any suspected breaches of Protected Health Information (PHI) to the appropriate personnel for timely resolution, ensuring compliance with the Health Insurance Portability and Accountability Act (HIPAA).
• Performs other duties as needed to accommodate the patient and business needs of Memorial Healthcare System.
• Performs a variety of patient care activities including, but not limited to, pre-registration, medication refills, insurance verification, authorization and referral status, and real-time communications with medical practices to achieve single-call resolution and ensure a seamless patient flow. Conducts high-level communications with cross-functional clinical care teams for symptomatic patients.
• Ensures proficiency with multichannel communications by efficiently handling inbound and outbound interactions across various platforms, including phone calls, emails, and Epic Secure Chat/SMS. Ensures each interaction meets the highest standards of professionalism and customer service.
• Consistently demonstrates Memorial Healthcare System's core values and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visits, and maintain all support processes. Facilitates seamless communication and coordination across diverse clinical care teams to ensure prompt and effective care for symptomatic patients, fostering a collaborative environment that enhances patient outcomes and operational efficiency.

What This Job Offers

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