Job Summary: A Senior Access Center Ambassador acts as the lead point of contact for a particular service line or department to enhance communication to patients and other callers, handling a high volume of inbound calls to schedule appointments, answer questions, and route calls to the appropriate departments. This position is crucial for leading a team/pod of agents to maintain efficient communication across our physician enterprise to ensure a first call resolution and a positive patient experience.

Responsibilities:

• Serve as key liaison with the department leadership to ensure accuracy of templates, issue escalation to resolution and development of alignment with practice operations.
• Work directly with Access Center supervisors and leadership to advance the day-to-day operations of the team.
• Answering Phones: Responding to a high volume of calls from patients, insurance companies, and other medical facilities.  Must be able to handle 80–100 incoming calls per day. 
  • Verifies and updates current patient demographic, financial, clinical and portal access
  • Schedules 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.
• Serves as brand ambassador by upholding the WMCHealth Mission, vision and CARE values and promoting excellence in the patient experience, during every encounter.
  • Respects patients’ needs for confidentiality and empathy during all encounters.
• Appointment Scheduling: Scheduling, rescheduling, and canceling appointments, often using CERNER, electronic health record (EHR).
• Utilizes technology, including specialized software platforms as applicable to maximize productivity.
• Call Routing: Directing calls to the correct departments or individuals based on the caller's needs.
• Message Taking: Taking accurate messages for staff members who are unavailable.
• Customer Service: Providing information, addressing inquiries, and resolving issues related to appointments, billing, and other general concerns.
• Maintaining Records: Ensuring accurate and up-to-date patient information in the system.
• Communication: Maintaining 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.
• Other duties as assigned.

Qualifications/Requirements:

Experience: Minimum of 1–3 years of call center and/or customer service experience preferred.

Education:  High school diploma or equivalent required. An associate degree from an accredited institution is preferred.

Licenses / Certifications: N/A

Other:  Bilingual (English/Spanish) candidates preferred, but not required.

Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Special Requirements:

• • Communication Skills: Excellent verbal and written communication, active listening, and the ability to explain complex information clearly.
  • Customer Service Skills: Empathy, patience, and a positive attitude when dealing with patients.
  • Technical Skills: Proficiency in using computer systems, EHR software, and other relevant tools.
  • Problem-Solving Skills: Ability to quickly assess situations and find solutions.
  • Time Management: Ability to manage a high volume of calls and prioritize tasks effectively.