Access Specialist

General Summary of PositionThe MedStar National Rehabilitation Network ContactCenter has a Full Time dayshift hybrid opportunity at our call center locatedin the White Marsh area. The ideal candidate will have the ability toestablish and maintain effective relationships with patients and their familiesthrough active listening, empathy, courtesy, and professionalism whilescheduling patient appointments in our high-volume call center.

Primary Duties and Responsibilities

Responsible for inbound call handling to identify and assess callers' needs quickly and accurately.

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.

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.

Minimum Qualifications

Education

• High School Diploma or GED or equivalent required.
• Associate's 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, such as a medical office setting for therapy/ambulatory offices, analyzing/resolving customer concerns from basic to complex in nature required.
• 1-2 years Telephonic, typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment. Customer service experience required.

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.

Why MedStar Health?

At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork-our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Strategic focus on equity, inclusion, & diversity-we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
• Comprehensive total rewards package-including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home-as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health

MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.