PAC- Patient Access Center Representative

ESSENTIAL JOB FUNCTIONS (other duties as required):

• Answers and triages incoming calls in a high-volume setting in a courteous and highly professional manner. Provides patients with an exceptional, one of kind experience that leads to high levels of patient satisfaction.
• Responds to incoming appointment requests via email, Phreesia and other alternate paths into the practice.
• Works in tandem with our contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
• Accurately schedules appointments according to our practice templates and protocols.
• Assists referring physicians with scheduling patients.
• Effectively obtains patient demographic, clinical and insurance information and enter accurately in our practice management system.
• Learns, retains and applies medical knowledge regarding scheduling, surgical and clinical protocols.
• Meets productivity and patient care standards that align with our standards for the patient experience.
• Ensures patient confidentiality.
• Establishes strong work partnerships throughout the practice in order to provide a high quality of accurate information to patients.
• Ability to provide exceptional customer service that supports high patient experience standards.
• Ability to accurately follow oral and written instructions.
• Strong oral communication skills. Communicates clearly, professionally and with a high level of self-awareness to patients.
• Ability to address and resolve conflict when dealing with the public.
• Capable of maintaining high degree of confidentiality that meets all HIPAA requirements.
• Strong time management skills.
• Ability to interact with the public and coworkers in a professional, respectful, and courteous manner.
• Occasional walking, standing, and sitting. May include bending.
• Use hands to handle or feel objects, reach with hands and arms
• Verbal communication and ability to hear
• Lift moderately heavy objects (up to 50 pounds)
• Use of close, distance and peripheral vision

Minimal requirements for travel may be required from time to time.

• High school graduate, with previous experience in a customer service role or call center.
• Technology savvy, with competency in Office Suite and ability to learn software applications as required.

• Previous experience in a contact center or healthcare environment is valued, but not required.