Position Summary

WPH Cares acts as our patients’ guide to accessing exceptional care and supports the growth of WPH by ensuring a high quality, consistent experience for all callers. The Patient Access Specialist performs all duties of the Patient Access Associates as well as supports the training and professional development of the Associates. The Specialist provides day-to-day guidance and mentorship as well as feedback for quality assurance.

Essential Functions and Responsibilities Includes the Following:

Understands and adheres to the WPH Performance Standards, Policies and Behaviors. Serves as a resource for Associates through real-time feedback, hands-on training, and mentorship. Acts as a subject matter expert for established scheduling guidelines, clinical escalation protocols, and Epic and operational workflows. Performs quality assurance on call reviews to ensure protocols are followed and evaluates effectiveness of current standard operating procedures. Collaborates with staff and supervisors to develop or modify procedures and workflows. Responds to multi-channel inquiries regarding appointments, referrals, refills, etc. in accordance with established scheduling guidelines and clinical escalation protocols. Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience. Displays active listening, empathy, courtesy, and professionalism with callers and colleagues. Strives to resolve caller’s inquiries in a single interaction. Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing/updating patient medical records. Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties. Provides feedback and collaborates with colleagues and leadership to improve departmental performance. Attends mandatory meetings/in-services and participates in workgroups or projects as assigned. Completes annual mandatory requirements and all conditions of employment. Performs all other related duties as assigned.

Education & Experience Requirements

High school diploma or general equivalency diploma (GED) required Previous customer service experience required Previous physician practice experience require Previous call center experience required Basic medical terminology, electronic scheduling, electronic medical record experience required

 

Core Competencies

Ability to speak, write, understand, and communicate in English language Ability to handle high volume of calls through the day Excellent telephone etiquette and communication skills Ability to multi-task in fast paced environment Ability to deal professionally and efficiently with all levels of management and external constituencies Self-starter, self-motivated and ability to work without supervision Flexible, organized and able to set priorities and manage time Excellent interpersonal, teamwork, and communication skills (both verbal and written) Exhibit active listening, empathy, courtesy, and professionalism at all times

 

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc Ability to use computer for extensive periods of time Occasional lift and/or move of 15 to 20 lbs. Requires movement about the department as needed throughout the day Ability to sit for extended periods of time Ability to handle high call volume

Primary Population Served

Check appropriate box(s) below:

☐Neonatal (birth – 28 days)

☐Patients with exceptional communication needs

☐Infant (29 days – less than 1 year)

☐Patients with developmental delays

☐Pediatric (1 – 12 years)

☐Patients at end of life

☐Adolescent (13 – 17 years)

☐Patients under isolation precautions

☐Adult (18 – 64 years)

☐Patients with cultural needs

☐Geriatric (> 65 years)

☒All populations

☐Bariatric Patients with weight related comorbidities

☐ Non-patient care population

 

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.