Access Operations Coordinator (Call Center)

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Work Shift

Variable

Work Day(s)

Shift Start Time

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

The Access Operations Coordinator is able to perform and assume all Tier-1 responsibilities (as needed) and coordinates daily scheduling of patient appointments in a timely and efficient manner. Interacts extensively with physicians/diagnostic staff, office staff, and patients via phone, fax, and email, ensuring accurate and effective scheduling of appointments. Independently and accurately handles a wide range of scheduling duties in a fast-paced environment. Using appropriate tools and resources, the Access Operations Coordinator goes above and beyond to provide and document accurate information that meet and exceed quality standards; resulting in consistently excellent patient and customer experiences.

Experience

• 2 years of experience in customer service, hospitality or equivalent
• 1 year of experience in a healthcare appointment scheduling or successful completion of Access Operations Coordinator training.

Preferred Qualifications

• College or advanced degree
• Contact Center experience    
• MS Suite
• Bilingual
• Clinical Experience
• Process Improvement
• Epic Cadence Experience
• Healthcare Scheduling
• Knowledge of Medical Terminology

Education

• High school diploma or equivalent

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Strong understanding of Access Operations with ability to perform Tier 1 responsibilities as needed.
• Must type a minimum of 35 words per minute  
• Excellent interpersonal skills
• Intermediate understanding of medical terminology    
• Ability to multi-task in high-volume, fast-paced environment
• Strong verbal and written and phone communication skills
• Ability to navigate telephony platform
• Detail-oriented and self-directed   
• Problem-solving skills
• Ability to de-escalate calls
• Critical thinker
• Time Management
• Ability to prioritize tasks

Job Responsibilities

• Schedules and coordinates patient appointments designated by the practice, using centralized processes (including medical directives from faxes, phone, or other instructions, and contacts physicians’ offices to resolve discrepancies).
• Collects and/or confirms patient demographic/insurance information as required and enters all required data into the scheduling system.
• Maintains knowledge of insurance and authorization standards and follows department policies.
• Assists in identification of ways to improve scheduling process.
• May precept for orientation and training of all newly hired schedulers.
• Uses practice policies and standard operating procedures to evaluate and determine the best appointment alternatives.
• Performs outbound and referral functions through various communication channels as needed.
• Stays current with practice updates.
• Performs insurance validation and coordination of benefits.
• Other duties as assigned.     

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

1575 Northeast Expy NE

Patient Access