Responsible for assisting the Supervisor and Manager with daily operations and coverage of department activities. This position operates a variety of call systems to monitor call volumes, wait times, hold times, completion of calls, and documentation of calls. The Coordinator Access Services position reviews and documents call center data requests for the department. This position assists internal and external callers with escalated requests of routine and emergent natures and handles escalated communication center situations requiring a higher degree of reliability, flexibility, critical thinking skills.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Assists in the overall operational function of the assigned facility by:

• Promotes a positive work environment and a focused work unit that actively helps one another to achieve optimal department results. Collaborates with all members of the department by actively communicating and reporting pertinent patient care information and data in a comprehensive manner.
• Answers phone calls and appropriately greets each customer and always interacts with patients in a professional manner.
• Works with manager to resolve complex patient needs and/or complaints.
• Assists manager in development and distribution of training materials, and distribution of reports, trains new hires, completes competency assessments and call center reports.
• Maintains a good rapport and cooperative working relationships with all medical offices, hospital services, and community agencies.
• Possess an ability to deal effectively with high stress situations to evaluate current processes for enhancement and make necessary recommendations.

Performs routine clerical duties in accordance with established policies and procedures by:

• Provides feedback to management regarding personnel, operational and equipment issues and to staff regarding compliance with operational standards. Maintains equipment inventory, coordinates equipment repairs, maintenance, and ordering of equipment and supplies.
• Identifies equipment needing repair and notifies appropriate IT departments.
• Facilitates coverage for Call Center absences and any gaps in phone coverage. Monitors call center staff for compliance with break and lunch schedules, completing assignments, phone usage, etc.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated are normally acquired through the successful completion of a high school diploma or equivalent; successful completion of an approved Medical Assistant Program or equivalent work experience of at least 3 years. Previous medical office experience, ICD 10, CPT, online insurance eligibility or referral experience preferred.

Knowledge & Skills

• Demonstrates well developed communication skills to communicate effectively and clearly to a variety of internal and external contacts to maintain positive working relationships.
• Demonstrates analytical skills necessary to solve patient problems and interpret data.
• Requires a working knowledge of clinical and front office job duties.
• Demonstrate proficiency in computer skills (i.e. data entry, word processing, and spreadsheets). A basic understanding of database applications is desired.
• Requires solid office/secretarial skills, including the ability to operate standard office equipment as required by the needs of the office.
• Knowledge of insurance payers and verification of eligibility.
• Demonstrates leadership skills necessary to gain the cooperation and support from the staff.
• Requires the organization and analytical skills necessary to analyze situations/problems and provide timely resolution and work effectively with day-to-day problems.
• Knowledgeable in Allscripts, Cerner, referral database, excel, word, and outlook.

Working Conditions

• Work is performed in a medical office setting.
• May require local travel to different site office locations.

Physical Demands

• Requires the physical ability and stamina to perform the essential duties of the position.