MS/Patient Access Rep - SMG Call Center
WHO WE ARE & WHAT WE DO
Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community.
TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:
Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices.
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Essenctial Duties and Responsibilities:
Knowledge, Skills, and Abilities Required:
Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community.
TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:
- Level II Trauma Center
- Primary Stroke Center
- Level III Neonatal Intensive Care
- Pediatric Intensive Care
- The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle.
Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices.
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Essenctial Duties and Responsibilities:
- Answer a multiline telephone system for over 80 providers
- Provide superior patient experience by practicing the AIDET communication model
- Record patients' medical history and personal information
- Schedule, cancel, and reschedule appointments
- Submit requests and relay information to and from clinical staff
- Copy, file, and maintain paper and electronic documents
- Handle incoming and outgoing correspondence
- Adhere to specific schedule as provided by management
- Adhere to 80% availability, 60 second hold, 80% quality assurance scores, and 90% answer rate goals
- Participate in projects such as bump lists and other workqueue activities
- All other duties as assigned
Knowledge, Skills, and Abilities Required:
- High School Diploma or equivalent is required, with college degree preferred
- Experience with electronic health records (EHRs)
- Previous experience working as a patient access or call center representative - preferred
- MA certification - preferred
- Computer skills, including Microsoft Office (Word, PowerPoint, and Excel) as well as email and Teams
- Strong customer service skills
- Discretion and the ability to handle confidential information
- Organization skills and the ability to multitask
- Compassion and a calm, professional demeanor
- Keen attention to detail
- Excellent verbal and written communication at all organizational levels
- Possesses ability to handle a high volume of calls in a pleasant, professional manner
- Interacts well with patients, coworkers, and management
- Always displays professionalism, especially under pressure in a fast-changing environment