Access Ops Agent - Relief

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• Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
• Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
• Facilitates communication between the patient and the physician or clinic
• Delivers expert knowledge regarding clinic-specific processes
• Accurately documents and routes calls to the proper department
• Identifies urgent customer needs or operational issues, and escalates appropriately
• Works with care teams, patients, and outside facilities to obtain necessary information required for care.
• Communicates with the care team and support staff on various patient issues.
• Obtains and updates insurance information.
• Meets all regulatory and compliance standards
• Delivers high-level of customer service
• Follows documented protocols and guidelines
• Meets and exceeds departmental quality assurance standards
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
• Uses functionality of the telephone system as required
• Other departmental duties as assigned
• High School Diploma or GED High school diploma or GED equivalent.
• One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment
• Internal candidate from Level I: six (6) months required; external candidates: one (1) year required
• Type 40 words per minute
• Excellent customer service skills
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient's/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record