Access Center Specialist

Job description

GENESIS HEALTHCARE SYSTEM In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. Position Details: Work Shift: Day Shift (United States of America) Scheduled Weekly Hours: 40 Department: Patient Access Center Overview of Position: The Access Center Specialist is the initial point of contact for referring physician and providers for all patients that are accessing physician and medical services. This position has the critical responsibility of providing all callers with support for appointment scheduling, physician and provider referrals, by triaging incoming phone calls and complete necessary outbound phone calls. Other essential responsibilities include patient appointment scheduling, maintenance of provider patient schedules, managing patient worklist and to electronically process incoming faxes. ESSENTIAL DUTIES 1. Answers inbound calls in a timely manner to provide callers with the highest level of customer experience, this includes appropriate triage of the call, proper documentation and providing all necessary information to the patient during the call. 2. Schedules patients with appropriate appointments as soon as possible and communicates appointment time with patient and referring office. Responds to any questions and/or concerns. 3. Documents all phone call information in the designated computer software in a timely and accurate manner, striving to reach service level goals and performance standards. 4. Make outreach calls to patients to remind them of upcoming appointments. 5. Relay and escalate critical patient symptoms to clinical office staff when appropriate. 6. Monitor provider schedules and fill empty appointment slots to ensure each patient can be seen as quickly as possible. All referrals should be responded to within 24 business hours. 7. Process all medical records requests, ensuring a timely release for payers, government entities and patients. 8. Responsible to electronically distribute incoming faxes in a timely and accurate manner. 9. May assist with gathering information for requests and completing various reports. 10. Share potential issues, concerns and possible solutions promptly with immediate supervisor, manager and leadership if needed. 11. Participate in workshops and group discussions pertaining to continuous process improvement, this includes willingness to cross train with other services to enhance operational effectiveness and efficiency. 12. Establish and maintain positive working relationships with department, patients and physician or providers, treating everyone with dignity and respect. 13. Other duties as assigned. QUALIFICATIONS 1. High school graduate or equivalent. 2. Minimum of one year professional office, customer service or patient care experience. 3. Basic understanding of medical procedures, processes and knowledge of medical terminology. 4. Ability to work independently with minimal supervision under pressure in a complex and changing working environment, where multi-tasking is critical. 5. Demonstrates solid interpersonal communication skills to include listening, written, verbal and telephone etiquette. 6. Excellent computer skills with experience using MS Office, with ability to learn department specific computer programs. 7. Ability to problem-solve, organize and prioritize workload to complete projects and deadlines in a timely manner and ensures team efficiency. 8. Ability to provide outstanding customer service with the highest degree of professionalism and confidentiality. 9. Is flexible in handling changes in work priorities and handles multiple tasks simultaneously. PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS 1. Living the Genesis Mission, Vision and Values: • Performs work in a manner that is quality focused. • Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect. • Results oriented and focused on achievement of objectives. • Acknowledges and responds to the diversity of people and the situation. • Encourages peers (others) to be owners of change. • Always makes the effort to anticipate and exceed customer needs and expectations. • Possesses the ability to engage others with patience and understanding. • Acts in a manner that creates positive first and lasting impressions. • Demonstrates the ability to own issues until they are resolved. 2. Patient Centered Care (patients/families, physician or providers, co-workers, all other internal/external customers) • Introduces self and role…connects with everyone. • Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback. • Asks for and anticipates needs and concerns of others. • Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.) • Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately. • Responds to requests in an appropriate and timely manner. • Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed. 3. Promotes Patient and Employee Safety • Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.) • Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.) • Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment • Demonstrates Slips/Trips and Falls Awareness. • Actively contributes to maintaining a safe, clean and quiet environment. WORKING CONDITIONS/PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Works in an office environment, may drive to other locations for training and observation. 2. No exposure to blood, body fluids, or tissues. 3. Ability to climb, balance stoop, kneel, crouch or crawl. 4. Ability to stand, push, pull, bend and squat. 5. Ability to sit for extended periods of time. 6. Regularly lift or move up to 10 pounds. 7. Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus. This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent. Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.