Job Description Summary
Will serve as primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center. The Centralized Contact Center is high volume, fast paced environment answering ~30,000 calls per month for all departments within SSMC. Will be responsible to perform a wide variety of functions including scheduling of patient appointments, collecting demographic information, verifying insurance information processing patient requests including prescription refills, distributing/responding to inquiries received via website and fax; and additional functions as directed.In addition to the Ambulatory Access Coordinator 1 duties described above, the Ambulatory Access Coordinator II will be responsible for:• Partnering with the Supervisor and Team Lead to assist with training and onboarding of new scheduling staff• AACII will have the knowledge/ skills to answer for at least 3 scheduling queues and act as a super user and go-to staff member for any questions and first level escalations from their team-members• Participate in regularly scheduled performance improvement initiative meetings and assist in driving team performance to meet goal in Average Speed of Answer, Service Level and Abandonment Rate• AACII will be required to maintain minimum performance metrics including, but not limited to Average Calls Taken, Ready Time, abandoned call %, Transfer Rate, Quality Scores etc.• Assist with other special projects as directed
Job Description
ESSENTIAL FUNCTIONS
1. Schedule patient appointments following provider template for assigned department(s); recite all appointment information back to patient including: appoint duration, date, time provider and location.
2. Maintains consistent compliance with quality standards
3. Work collaboratively with administrative and clinical staff of assigned department(s)
4. Maintain comprehensive knowledge-base of scheduling rules for assigned department(s)
5. Register new patients; verify personal and insurance information; update as required
6. Assist with rescheduling patient appointments at the direction of the department Manager
7. Answer calls in a timely, courteous and helpful manner; end calls with standard closing question. (May I help you with anything else?)
8. May be required to learn and perform all operator functions to provide support as needed or assigned
9. Assists with the training of new employees upon request
10. Maintain effective level of productivity at all times
11. Willingly accept special assignments
12. Maintain work area in a neat and orderly manner
13. Have knowledge of and adhere to the SSMC Mission Statement and all SSMC policies and procedures
JOB REQUIREMENTS
Minimum Education
High school diploma or equivalent- Required
Two (2) years of college preferred
Minimum Work Experience
1 (1) year of experience in healthcare setting required
Epic Experience preferred
Required additional Knowledge, and Abilities
Excellent verbal and written communication skills
Excellent computer skills with knowledge of various software applications
Knowledge of various insurance requirements
Excellent interpersonal skills
Ability to meet demanding deadlines and balance multiple tasks
Detail oriented with excellent organizational and prioritization skills
Must demonstrate computer proficiency through efficient use of the electronic medical record, patient registration/billing system, email, SSMC intranet & other computer software as required
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