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

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

• Ability to use computer for extensive periods of time
• 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.
• 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

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