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Access Center Sr Coordinator ID-25772

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Description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

Provide scheduling support and appointment information to UC Health ambulatory patients. Agents are highly proficient in scheduling appointments and completing registration for multiple UC Health ambulatory departments. Actively trains and provides support for newly hired agents within UC Health Access Center.



Responsibilities

Call Handling:

Screen and route patient calls efficiently ensuring accurate call handling in areas including:

Answer phones to assist patients and physicians requesting appointments

Pre-registers patients for appointments and tests

Verify and update patient demographic and insurance information

Use expert questioning techniques to schedule appointments

Understand, identify, and validate insurance types

Reminds patient of fiscal responsibility and required documentation

Encourages patient participation on MyChart portal

Ensures exceptional customer service and a pleasant and accurate response to patient’s questions is provided

Masters primary department skills and cross trained across multiple pods. Reviews and understands patient access metrics and access standards and works with Supervisor to identify areas of improvement.

Training:

Assists in coordinating the training / onboarding of new team members, under direction of supervisor, may assign or distribute work as training progresses. Functions as a team lead to maintain daily operations and serve as a frontline resource to both Representatives and Coordinators.

Teamwork:

Work collaboratively and efficiently to handle call volumes/queues. Identify and escalate priority issues and work with Access Center management to improve workflows. Assist Supervisor with answering questions from Representatives and ensuring appointment scheduling accuracy. Assists in maintaining reference guides to ensure they are up-to-date.

Performance:

Consistently meets monthly individual productivity and quality goals as determined by management. Performs quality assurance audits on scheduled appointments. Assist in the testing of Decision Tree builds for accuracy and flow.

Training & Development:

Completes annual on-going competency requirements. Attends and completes continuing education programs as determined by management and completes mandatory training in order to maintain certification/licensure, department specific requirements and professional growth. Completes additional Epic training as determined by Access Center leadership. Learns additional skills to assist in department meeting goals (e.g. referral work queues, audits).

Perform all other duties as assigned.



Qualifications

Minimum Required: High School Diploma or GED; Preferred: Associate's Degree. | Minimum Required: 7 - 11 Months equivalent experience; Preferred:1 - 2 Years equivalent experience.

REQUIRED SKILLS AND KNOWLEDGE:
● Excellent customer service skills and attitude.
● Ability to work under extreme pressure in a fast paced Call Center.
● Knowledge of medical terminology.
● Excellent attention to detail.
● Excellent written and oral communication skills.
● Knowledge of Electronic Medical Record (EMR) system.
● Patient scheduling/registration experience.
● Basic knowledge of Microsoft software.
● Six months experience in the UC Health Ambulatory Access Center.

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