Access Specialist I

MedStar Health
United States, Maryland, Columbia
5565 Sterrett Place (Show on map)
Jan 15, 2025
General Summary of Position MedStar Health has a full-time opportunity at our call center located in the Columbia area. This role is responsible for answering a high volume of inbound calls to schedule patient appointments in our call center. The work schedule for this position is 10am-6:30pm, with every other weekend and some holidays required. Primary Duties and Responsibilities Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers. Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner. Facilitates new patient registration and updates current registration. 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. Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate. Responsible for inbound call handling to identify and assess callers' needs quickly and accurately Minimum Qualifications Education High School Diploma or GED required. Associate degree preferred. Experience 2 years of experience in a high volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature. Minimum of 1 year telephonic customer service experience typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment required. Knowledge, Skills, and Abilities Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate through multiple technology programs simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision making skills. Good composition skills - ability to compose a grammatically correct and accurate written communication. Strong multi - tasking ability with effective application of critical thinking skills. Ability to work in a high - stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory. This position has a hiring range of $18.33 - $31.61