Patient Access Liaison

JOB SUMMARY

The primary role of the Patient Access Liaison is to answer incoming calls in a timely manner while meeting high-quality customer service standards and ensure callers/patients desiring to schedule appointments at the Medical Center Clinic receive prompt, personalized, and courteous assistance with navigating and scheduling with the various specialties of the clinic. This role must ensure the needs of the caller and patient are understood and that appointments are scheduled at designated times which are appropriate per scheduling guidelines and convenient for the patient. Knowledge of the outpatient physician practice operations of the Medical Center Clinic as well as various health insurance plans is a must to ensure the needs of the patient are served during the appointment scheduling process. Close contact and cooperation with individuals and departments is required to navigate the various multi-specialty schedules of the Medical Center Clinic.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls and return voice mails timely and according to established guidelines for extraordinary customer service.
• Establish a rapport with callers, patients, and families to understand what is most important to them and their preferences.
• Schedule appointments according to patient needs and preferences, following established department guidelines. 
• Refer patients to others if unable to assist. Follow-up to ensure the matter was resolved and customer needs are met.
• Maintain a follow-up system to ensure all unresolved requests are fulfilled promptly and courteously.
• Maintain a strong knowledge of MCC specialties and services available for all patients.
• Develop a first-hand knowledge of certain procedures and services (hearing tests, annual eye exams, annual wellness exams, colonoscopies, trigger point injections, pain management blocks, imaging, etc.). 
• Act as liaison between the patient and physician/specialty offices to ensure the best possible scheduling outcome for the patient.
• Project a professional image and representation of the Medical Center Clinic to patients and families at all times.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Comply with MCC Service Standards.
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• High school diploma required, AA or BS degree preferred.
• Two (2) years of experience in a physician office outpatient environment or other relevant healthcare settings required.
• Previous extensive experience with scheduling, phone customer service relations in the healthcare setting, outpatient insurance verification, or other healthcare administrative functions required.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated strong customer-service skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Ability to learn quickly and adapt to rapidly changing environments.
• Professional appearance and dress.
• Proficient in Microsoft Word, Excel and general PC skills.
• Proficient in use of English language both in written and verbal communication.  
• Must be able to communicate with individuals of varying socio-economic backgrounds.  

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull) : Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.