Access Center Ambassador

About This Role

Act as the primary point of contact for patients and other callers, handling a high volume of inbound calls to schedule appointments, answer questions, and route calls to appropriate departments. This role ensures efficient communication and a positive patient experience.

Responsibilities

• Respond to a high volume of calls from patients, insurance companies, and other medical facilities, handling 80-100 incoming calls per day
• Verify and update current patient demographic, financial, clinical, and portal access information
• Schedule future appointments based on appointment type, time requirements, and provider schedule availability
• Respond to patient questions and needs by editing, canceling, and rescheduling appointments as necessary and indicated by practice protocols
• Review physician schedules regularly to maximize capacity and verify correct scheduling
• Uphold the WMCHealth Mission, vision, and CARE values, promoting excellence in the patient experience
• Respect patients' needs for confidentiality and empathy during all encounters
• Utilize technology, including specialized software platforms and CERNER EHR, to maximize productivity
• Direct calls to the correct departments or individuals based on the caller's needs
• Take accurate messages for staff members who are unavailable
• Provide information, address inquiries, and resolve issues related to appointments, billing, and other general concerns
• Maintain accurate and up-to-date patient information in the system
• Maintain effective communication within the department and with other departments
• Meet daily productivity targets individually and as a team to achieve WMCHealth mission, vision, and CARE values

Requirements

• High school diploma or equivalent
• Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• Excellent verbal and written communication skills
• Active listening skills
• Ability to explain complex information clearly
• Empathy, patience, and a positive attitude when dealing with patients
• Proficiency in using computer systems and other relevant tools
• Ability to quickly assess situations and find solutions
• Ability to manage a high volume of calls and prioritize tasks effectively

Qualifications

• High school diploma or equivalent required. An associate degree from an accredited institution is preferred.
• Minimum of one (1) year of call center and/or customer service experience preferred.

Nice to Have

• Associate degree from an accredited institution
• Bilingual (English/Spanish)

Skills

* Required skills