Clinical Access Specialist MAS

Job Summary
MedStar Ambulatory Services is committed to providing world-class, compassionate care to every patient, every time, at every touch point. All associates are accountable for their role in meeting patient experience standards. Under General Supervision, the Clinical Access Specialist acts as the first welcome at a MACC site for the caller on behalf of physician practices, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management. Elicits and records patient information and inquiries by following established protocols to schedule patient appointments for specified practice groups and/or multiple locations. Facilitates communication between patients and practice staff. Advocates on the caller/customer behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and their families through active listening, empathy, courtesy, and professionalism. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

  • Education/Training
    • High school graduation or equivalent; completion of an approved Medical Assistant (MA) program.
  • Experience
    • 2 years of experience in a high - volume customer service industry position analyzing and resolving customer concerns from basic to complex in nature, Minimum of 1 year telephonic customer service experience required; typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment.
  • License/Certification/Registration
    • Certified Medical Assistant (CMA) by the American Association of Medical Assistants or Registered Medical Assistant (RMA) through American Medical Technologists or equivalent within 6 months of hire.
  • Knowledge, Skills & Abilities
    • Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate through multiple technology programs simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision making skills. Good composition skills ability to compose a grammatically correct and accurate written communication. Strong multi - tasking ability with effective application of critical thinking skills. Ability to work in a high - stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory.
      Primary Duties and Responsibilities
    • Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
    • Responsible for inbound call handling to identify and assess callers' needs quickly and accurately.
    • Solves problems systematically, using sound business judgment.
    • Demonstrates ability to use various MedStar Health business applications as required to assist with the callers needs.
    • Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.
    • Displays characteristics of inquiry, empathy, courtesy and respect during communication with customers.
    • Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.
    • Facilitates new patient registration and updates current registration.
    • Maintains scheduling protocol knowledge base and designated skill set in order to meet established goals for scheduling accuracy, daily call metrics, and defined individual/team goals.
    • Maintains subject matter knowledge of assigned specialties to effectively prepare prescription refill requests, lab result inquiries, and clinical questions to the providers.
    • May be included in physician practice meetings as required, including training with physician secretaries, regular staff meetings, and/ or other training classes as directed.
    • Participates in multidisciplinary quality and service improvement teams as appropriate.
    • Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
    • Performs other duties as assigned.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.

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