Patient Access Liaison

JOB SUMMARY

The primary role of the Patient Access Liaison is to answer incoming calls in a timely manner while meeting high-quality customer service standards and ensure callers/patients desiring to schedule appointments at the Medical Center Clinic receive prompt, personalized, and courteous assistance with navigating and scheduling with the various specialties of the clinic. This role must ensure the needs of the caller and patient are understood and that appointments are scheduled at designated times which are appropriate per scheduling guidelines and convenient for the patient. Knowledge of the outpatient physician practice operations of the Medical Center Clinic as well as various health insurance plans is a must to ensure the needs of the patient are served during the appointment scheduling process. Close contact and cooperation with individuals and departments is required to navigate the various multi-specialty schedules of the Medical Center Clinic.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls and return voice mails timely and according to established guidelines for extraordinary customer service.
• Establish a rapport with callers, patients, and families to understand what is most important to them and their preferences.
• Schedule appointments according to patient needs and preferences, following established department guidelines.
• Refer patients to others if unable to assist. Follow-up to ensure the matter was resolved and customer needs are met.
• Maintain a follow-up system to ensure all unresolved requests are fulfilled promptly and courteously.
• Maintain a strong knowledge of MCC specialties and services available for all patients.
• Develop a first-hand knowledge of certain procedures and services (hearing tests, annual eye exams, annual wellness exams, colonoscopies, trigger point injections, pain management blocks, imaging, etc.).
• Act as liaison between the patient and physician/specialty offices to ensure the best possible scheduling outcome for the patient.
• Project a professional image and representation of the Medical Center Clinic to patients and families at all times.