Job Title: Patient Access Associate/Call Center Representative

Location: Whtie Plains Hospital

Duration: 6 month Contract to Hire

Schedule: M-F, 8-5

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 Associate acts as the first impression for the caller and assists the caller in navigating essential services. They will schedule appointments and field inquiries, concerns, and requests while providing the highest level of customer service. The associate will ensure patients’ needs are met and promote loyalty to WPH via active listening, empathy, courtesy, and professionalism.

Essential Functions and Responsibilities Includes the Following:

1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.

2. Responds to multi-channel inquiries regarding appointments, referrals, refills, etc. in accordance with established scheduling guidelines and clinical escalation protocols.

3. Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience.

4. Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.

5. Strives to resolve caller’s inquiries in a single interaction.

6. Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing/updating patient medical records.

7. Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.

8. Provides feedback and collaborates with colleagues and leadership to improve departmental performance.

9. Attends mandatory meetings/in-services and participates in workgroups or projects as assigned.

10. Completes all annual mandatory requirements and conditions of employment.

11. 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 preferred

· Previous call center experience preferred

· Basic medical terminology, electronic scheduling, electronic medical record experience preferred

Job Types: Full-time, Contract

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Are you able to show proof of COVID-19 and flu vaccination?
• How many years of customer service experience do you have?

Work Location: One location

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