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Access Spec Phys Svcs

Employer
Medstar Research Institute
Location
Washington, DC
Closing date
Jul 8, 2022

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Industry
Other
Function
Accountant, IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
Full TimePhys Srvs - Irving Street102 Irving Street NWSupport and Patient Services - Non-ClinicalDay Shift1.00 Job Summary Under minimal supervision, performs all patient scheduling, communication and protocol management duties while maintaining broader responsibility for access and customer relationship management functions. Demonstrates extensive knowledge base of physician scheduling protocols and competency to service multiple sub-specialties or locations. Advocates on the caller/customer behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism. Regular, consistent attendance is an essential job function. Minimum Qualifications Education/Training High school graduation or equivalent. Associate degree preferred. Some knowledge of medical terminology required Experience 2 years customer service experience preferably within a healthcare setting and call center environment. Minimum of 6 months experience with demonstrated quality and accuracy performance. Experience working in an outpatient hospital or physician medical practice environment. License/Certification/Registration No special certification, registration or licensure is required. Medical office assistant certification, or Medical assistant certification preferred. Knowledge, Skills & Abilities Ability to type 40 WPM accurately, computer literate and able to navigate among varied systems and the internet. Must show aptitude in learning and using scheduling and electronic health record software. Ability to operate standard office equipment. Excellent interpersonal skills and telephone/written communication skills. Committed to providing excellent service to MedStar customers and ability to display strong listening skills and empathy to MedStar patients and co-workers. Must be able to work in a fast-paced, often high-pressure environment, with a proven ability to maintain composure in stressful situations and neutralize or diffuse tense situations. Must be self-directed and must have the ability to multitask. Primary Duties and Responsibilities 1. Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations such as HIPPA.2. Proactively assists patients in appropriately selecting physicians by subspecialty and location and cross sells the multiple locations or physicians available within sub-specialty per protocol.3. Completes call processing in an efficient manner consistent with national call center data benchmarks and MedStar standards. Remains aware of call volumes and works to handle the peak call volumes.4. Accurately completes the call screening and triage process per sub-specialty protocol and completes question guides completely and appropriately.5. Responds to telephone inquiries, emails, and all other modes of communication from all stakeholders and other internal or external customers regarding appointments, referrals, provider messages and services within MedStar in accordance with established guidelines.6. Demonstrates expert functional knowledge of resources such as GE Centricity Business (IDX), Med Connect EMR and other applications as required to assist with the caller's needs.7. Develops and distributes weekly reports of activity to assigned parties, if assigned.8. Displays characteristics of inquiry, empathy, courtesy, and respect during communication with customers.9. Ensures complete communication (closes the loop and follow-up) between key customer groups, including internal and external customers, in an appropriate and timely manner consistent with departmental service level agreements.10. Facilitates new patient registration and updates current registration for all relevant scheduling departments and sub-specialties.11. Maintains protocol knowledge base and skill set for scheduling across multiple subspecialties or locations and meets established goals for scheduling accuracy and volumes.12. May follow up with callers to determine level of satisfaction with service provided.13. Participates in meetings as required, including training with physician secretaries, office coordinators, supervisors and/or managers and attends regular staff meetings and/or other training classes as directed.14. Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees, and represents the department and hospital/facility in community outreach efforts as appropriate.15. Proactively reads emails daily and reviews other written sources to keep up to date on all communications changes within the protocols. Responsible for keeping up to date on all communication/changes within the Center.16. Supports and participates in orientation and training for both new and incumbent specialists to expand their knowledge and accuracy of specialty and sub-specialty scheduling protocols.17. Validates and verifies prospective patient insurance carriers using the MedStar Managed Care Handbook and electronic or telephonic eligibility and verification tools.18. Assists the manager with operational tasks, as required.19. Performs other duties as assigned.

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