Mayfield Brain & Spine · 2 days ago
Access Coordinator
Cincinnati, OH
Full-time
Onsite
Mid Level
3+ years expMayfield Brain & Spine is a healthcare organization dedicated to providing excellent patient care. The Access Coordinator serves as the first point of contact for patients, handling a high volume of calls and ensuring excellent customer service while managing patient inquiries and scheduling.
BiotechnologyHealth Care
Responsibilities
Answer incoming calls from patients and address their inquiries, concerns, and requests
Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude
Strive to achieve and exceed call center performance metrics, including call quality, answer and abandonment rate, and patient satisfaction scores
Obtain required patient demographic information, insurance information, and medical history to ensure accurate patient scheduling
Coordinate, process, and respond to all incoming referrals from outside providers
Accurately and efficiently process and transfer calls as needed using a multi-line phone system
Effectively facilitate the Patient Registration and Appointment Scheduling Processes
Enter complete and accurate information into scheduling programs
Follow the proper procedure for creating new accounts
Demonstrate understanding and skill in the use of the Salesforce and CPS systems
Demonstrate understanding of the individual practices and physician protocols
Ensure all materials are mailed/emailed to the patient promptly before their appointment
Effectively identify and process urgent patients
Follow proper procedures
Effectively communicate with the patient, the physician’s recommendation
Use correct spelling and grammar in the history form
Provide excellent service to internal and external customers
Demonstrate empathetic, helpful, and courteous behavior to all customers
Exhibit ability to express appreciation of the customer’s unique needs
Speak clearly, and use good grammar and proper pronunciation. Use voice inflection that communicates understanding and concern
Demonstrate good listening skills
Demonstrate the ability to respond appropriately to patients’ fears, anxiety, and anger
Demonstrate the ability to assure customers of Mayfield’s desire & ability to meet their needs
Demonstrate ability to gain caller’s understanding and acceptance of Mayfield Clinic processes
Exercise initiative, creativity, and courage to act in the best interest of the patient
Demonstrate an understanding and skill in the use of office management and telephone hardware and software
Possess a working knowledge of the EMR system
Ability to navigate GE PACS system
Ability to use phone system, voice mail & headset properly
Participate in departmental, inter-departmental, and organizational activities and accept cross-training opportunities
Participate in ongoing training to stay updated on medical procedures, policies, and call center software
Take opportunities to learn from other departments and associates whenever presented
Access the website for information and stay current with patient education pieces
Facilitate the completion of HIPAA acknowledgement of patient privacy forms and maintain paper file per HIPAA regulations
Contribute to team effort by performing other duties as assigned
Qualification
Required
High School diploma
Minimum of three years of work experience in the healthcare field
Demonstrates excellent customer service
Ability to manage and prioritize multiple tasks in a fast-paced environment
Strong problem-solving, problem-prevention, and decision-making skills
Ability to convey empathy
Excellent oral and written communication skills
Ability to maintain composure and restore calm in a stressful situation
Uses good judgment and diplomacy when dealing with others
Desire and ability to work in a team environment
Computer proficient with the ability to learn multiple software applications
Ability to work with minimal supervision
Medical knowledge to understand various diagnoses for efficient triaging and scheduling satisfaction
Demonstrate understanding and skill in the use of the Salesforce and CPS systems
Demonstrate understanding of the individual practices and physician protocols
Possess a working knowledge of the EMR system
Ability to navigate GE PACS system
Ability to use phone system, voice mail & headset properly
Company
Mayfield Brain & Spine
As a trusted independent physician group, our mission is to provide the best brain and spine care to the 30,000 patients we see each year.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Vorherr
Chief Executive Officer
Recent News
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