Remote- Call Center Scheduler, Access Point

About the position

The Call Center Scheduler at Access Point is a remote position focused on enhancing patient access to care by efficiently scheduling appointments for healthcare services. The role involves answering inbound calls, managing patient scheduling requests, and ensuring a high level of customer service while adhering to departmental protocols.

Responsibilities

• Answer inbound patient scheduling calls based on department service level goals and address their concerns satisfactorily.
• Communicate with patients to schedule, re-schedule, and/or cancel their appointment requests accurately.
• Collect and perform data entry of all required patient demographic and insurance information.
• Utilize professional communication etiquette and listening skills to assist patients with their scheduling needs.
• Build a safe and trustworthy environment with patients using scripted and non-scripted communication methods.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Utilize and maneuver between several different software systems.
• Maintain accurate and up-to-date information in the documentation system.
• Meet specified goals and objectives as assigned by management regularly.
• Maintain confidentiality of account information at all times.
• Provide exceptional customer service to all clients.
• Escalate any problems that may arise to management.
• Adhere to the prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
• Maintain awareness of and actively participate in the Corporate Compliance Program.
• Assist with other projects as assigned by management.

Requirements

• High School Diploma required; Associate's Degree or Bachelor's degree preferred.
• One year of previous call center or customer service experience required.
• Basic healthcare knowledge preferred.
• Excellent communication skills with a professional, articulate voice.
• Ability to multi-task in several computer applications while holding a conversation with a customer.
• Enjoy working in a fast-paced environment while maintaining a professional attitude.
• Ability to plan, organize, and prioritize multiple tasks that need to be completed daily.
• Excellent organizational skills and documentation orientation.
• Ability to maintain confidentiality.
• Ability to work independently; must be self-motivated and goal-oriented.
• Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint) and ability to learn specialized computer applications.

Nice-to-haves

• Basic healthcare knowledge preferred.

Benefits

• 401k
• PTO
• medical
• dental
• vision
• tuition reimbursement
• Employee Assistance Program