- 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.
- Maintains scheduling protocol knowledge base and designated skill set in order meet established goals for scheduling accuracy, daily call metrics, and defined individual/team goals.
- Responsible for inbound call handling to identify and assess callers' needs quickly and accurately
- High School Diploma or GED or equivalent required.
- Associate degree preferred.
- 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 typically acquired in a call center role, front desk reception, hospital, or medical office scheduling environment.
- 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.
- Strong emphasis on teamwork - our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
- Strategic focus on equity, inclusion, & diversity - we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
- Comprehensive total rewards package - including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
- More career opportunities closer to home - as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.
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Access Specialist I - Columbia, United States - MEDSTAR HEALTH
Description
General Summary of Position
MedStar Health has a full time, day shift, hybrid opportunity at our call center located in the Columbia area, but could also report to the Bel Air location. This role is responsible for answering a high volume of inbound calls to schedule patient appointments in
our call center.
Primary Duties and Responsibilities
Minimum Qualifications
Education
Experience
Knowledge, Skills, and Abilities
Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:
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 team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider 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 Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It's how we treat people.
MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.
