Patient Connect Rep - Access Center - Midtown -3rd shift WKO

Make an Impact Where Every Call Matters

Are you a detail-oriented communicator who thrives in a fast-paced, customer-focused environment? Join our Access Center team and play a critical role in connecting patients, providers, and services with efficiency, accuracy, and compassion. This is more than a call center role; it's an opportunity to be a trusted resource and operational backbone within a dynamic healthcare environment.

What You’ll Do

 Call Competency & Support

• Maintain exceptional performance in handling non-clinical calls with precision and professionalism


• Serve as a knowledgeable resource and role model for team members

Process Monitoring & Workflow Coordination

• Monitor key Access Center processes across scheduling, physician referrals, class registrations, and more


• Help direct workflow and communicate operational challenges to leadership

 Software Expertise & Troubleshooting

• Act as the go-to expert for system functionality and troubleshooting


• Collaborate with Information Services and vendors to resolve technical issues


• Maintain expertise in Access Center systems and downtime procedures

 Training, Quality & Continuous Improvement

• Support staff onboarding, annual competencies, and ongoing education


• Maintain and update training materials


• Contribute to achieving departmental goals such as customer satisfaction, response times, and call abandonment rates


• Identify and communicate improvement opportunities

 Customer Service Excellence

• Deliver outstanding service with professionalism, empathy, and clarity


• Ensure callers are directed efficiently to the right resources


• Communicate clearly using proper grammar and a friendly tone

 Productivity & Organization

• Manage multiple responsibilities with strong prioritization and time management skills


• Complete assigned reports, system updates, and policy revisions

 Goal Setting & Growth

• Develop measurable, actionable personal goals aligned with team and organizational objectives

What You Bring

Education:

• High School Diploma or GED preferred


• Business or customer service background preferred

Experience:

• Previous call center or customer service experience preferred

Skills & Abilities

• Excellent phone communication and interpersonal skills


• Strong attention to detail and organizational abilities


• Ability to interpret documents, procedures, and instructions


• Confidence in handling customer inquiries and resolving issues


• Adaptability in assessing caller needs and overcoming communication barriers


• Basic math and data handling skills


• Strong problem-solving abilities in structured environments


• Proficiency with computer systems, including data entry, retrieval, and organization

Why Join Us?

• Be part of a mission-driven team that makes a real difference


• Opportunities for growth, development, and skill-building


• Collaborative and supportive work environment


• Competitive compensation and benefits

Ready to take the next step in your career? Apply today and help us deliver exceptional service, one call at a time.