New

Access Specialist I

MedStar Health
United States, Maryland, Baltimore
Jan 16, 2025
MedStar Health has a Full Time, day shift, hybrid opportunity at our call center located in the White Marsh area. This role is responsible for answering a high volume of inbound calls to schedule patient appointments in our call center. Education High School Diploma or GED required. Associate degree preferred. Experience 2 years customer service experience preferably within a healthcare setting required. Experience working in a hospital or medical office scheduling environment preferred. Licenses and Certifications No special certification, registration or licensure required. Knowledge, Skills, and Abilities Able to work in a complex work environment with heavy call volume that involves coordination and support with various departments, patients, healthcare providers and system. Ability to type 40 WPM accurately, Computer literate and able to navigate among varied systems and the Internet. Must show aptitude in learning and using scheduling and electronic health record software. Ability to operate standard office equipment. Excellent interpersonal skills and telephone/written communication skills. Committed to providing excellent service to MedStar customers and ability to display strong listening skills and empathy to MedStar patients and co-workers. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients. Must be self-directed and able to multitask. Assists and troubleshoots during the process of scheduling appointments and selecting physicians by subspecialty or location. Completes call processing in an efficient manner. Remains aware of call volumes and works to handle the peak call volumes. Demonstrates expert functional knowledge of resources such as Centricity Business, MedConnect EMR and other applications as required to assist with the callers needs. 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. Facilitates new patient registration and updates current registration. Maintains protocol knowledge base and skill set for scheduling across multiple subspecialties or locations and meets established goals for scheduling accuracy. Responds to telephone inquiries from patients, physicians, employees and other callers regarding appointments, referrals, provider messages and services within MedStar in accordance with established guidelines.