Access Specialist

MedStar Health has a full-time, day shift opportunity at our call center located in the Rosedale area. This role is responsible for answering a high volume of inbound calls to schedule patient appointments in our call center.

This remote position requires 2 onsite days per month after 1-2 months of onsite training.

Primary Duties and Responsibilities

• Promptly answers assigned extensions using the correct salutation and follows script.
• Greets and assists patients on the telephone by triaging patient inquiries and concerns to appropriate clinical and non-clinical team members.
• Completes the preliminary intake efficiently accurately and completely; performs patient updates scanning registration patient scheduling of initial and follow-up appointments based on insurance guidelines and messaging in the department's practice management (PM) system (if applicable) electronic health record (EHR) or electronic medical record (EMR) depending on department/site.
• Demonstrates ability to use various MedStar Health business applications as required to assist with the callers needs.
• Performs insurance verification to ensure accuracy of clean claim(s) submission.
• Displays characteristics of inquiry empathy courtesy and respect during communication with customers. Ensures complete communication
• (closes the loop and follow up) between key customer groups including internal and external customers in an appropriate and timely manner.
• Maintains scheduling protocol knowledge base and designated skill set in order meet established goals for scheduling accuracy daily call metrics and defined individual/team goals.
• Responsible for inbound call handling to identify and assess callers' needs quickly and accurately.

Minimal Qualifications
Education

• High School Diploma or GED required
• Associate degree preferred 
• Bachelor's degree from a college or university in healthcare or related field preferred

Experience

• 2 years related experience in a fast-paced customer service industry position analyzing and resolving customer concerns from basic to complex required
• 1-2 years Telephonic experience typically acquired in a call center role, front desk reception, hospital or medical office scheduling environment customer service experience preferred

Knowledge Skills and Abilities

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Basic knowledge of Microsoft Office (including Word Excel and Outlook).
• Ability to navigate through multiple technology programs simultaneously while speaking on the telephone.
• Ability to type 40 WPM accurately.
• Must be highly organized process oriented with the ability to multitask be flexible and a self-starter.
• Ability to follow instructions and assist visitors and/or patients without compromising safety service care or efficiency.
• Friendly and professional when interacting with patients and visitors at all times.
• Able to project a positive and professional image at all times.
• Able to empathize with determine and prioritize MedStar customer needs and provide appropriate solutions.
• Able to remain composed focused and demonstrate compassion during stressful situations.
• Able to demonstrate learning and decision-making skills.