Job Summary

The Member Access Coordinator will be responsible for answering inbound calls acting as the liaison between the company and the member. The role consists of greeting patients promptly in a courteous manner and being a patient advocate. An ideal candidate will take ownership of the calls and effectively resolve member inquiries relating to sick visits, clinical questions, transportation, pharmacy, scheduling inquiries and concerns. Prioritizing customer satisfaction should be a core value during every interaction with first call resolution in mind.

Duties and Responsibilities

• Answer incoming calls promptly and professionally.
• Follow communication scripts and workflows when handling different locations and call types.
• Provide excellent customer service when greeting and engaging members and external sources.
• Identify member needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Assure accuracy of patient (demographic) information in the practice management system.
• Schedule appointments per member preference, office guidelines, provider requirements, diagnosis, insurance coverage, and individual preferences for multi-disciplinary teams.
• Document, triage and escalate calls according to standardized workflows.
• De-escalate situations involving dissatisfied customers, offering member assistance and support.
• Coordinate with assigned clinical team to promote member engagement and retention.
• Triage all calls to the appropriate department.
• Demonstrate a working knowledge of insurance coverage and benefits, appropriate triage of patient and physician needs, and the general procedures of a physician office.
• Meet personal/team service level agreement and KPIs.
• Proficient use of the Practice Management System/EMR, Phone System, and Microsoft Word.
• Assist patients in coordination between the internal departments of the office as well as external agencies, if needed.
• Schedule transportation for members as needed, following local market parameters.
• Document all interactions with the Five W’s.
• Help to train new employees.
• Maintain the security and privacy of all information that is owned by AbsoluteCare or maintained on behalf of the company’s patients, employees, and business partners.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
• This job description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.

• This job description is subject to change at any time.

Minimum Qualifications

• High School diploma required.
• 2 years’ experience in healthcare with an emphasis in inbound Call Center.
• Personal and professional passion for helping people of a diverse community.
• Strong listening and interpersonal skills.
• Excellent communication skills both verbal and written.
• Ability to multi-task, highly organized, and great time management skills.
• Team and customer service oriented.
• Ability to handle high volume calls under pressure.
• Computer proficiency.
• Bilingual preferred.
• Experience with eClinicalWorks EHR preferred.

Working conditions

• This job operates in a professional office environment. This role is remote and requires a stable network connection. 
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
• This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

Physical requirements

• This role routinely uses general office equipment.
• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Operate a computer, keyboard, copy and fax machine, phone and other general office equipment.

Direct reports

None.