General Summary of Position Under General Supervision, acts as the first welcome at the MedStar Care Connection Contact Center 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. Regular, consistent attendance is an essential job function.

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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.

Assists and troubleshoots during the process of scheduling appointments and selecting physicians by subspecialty or location.

Completes call processing in an efficient manner. Remains aware of call volumes and works to handle the peak call volumes.

Cross sells the multiple locations or physicians available with sub-specialty per protocol.

Demonstrates behavior consistent with MedStar Health mission, vision, goals, objectives and patient care philosophy.

Demonstrates expert functional knowledge of resources such as Centricity Business, MedConnect EMR and other applications as required to assist with the callers needs.

Develops and distributes weekly reports of activity to assigned parties.

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 protocol knowledge base and skill set for scheduling across multiple subspecialties or locations and meets established goals for scheduling accuracy.

Participates in 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.

Proactively reads emails daily and reviews other written sources to keep up to date on all communications changes within the protocols and the Contact Center. Responsible for keeping up to date on all communication/changes within the Center.

May follow up with callers to determine level of satisfaction with service provided.

Responds to telephone inquiries from patients, physicians, employees and other callers regarding appointments, referrals, provider messages and services within MedStar in accordance with established guidelines.

Utilizes physician protocols to schedule appointments for multiple subspecialties or locations and meets established performance goals.

Validates and verifies the insurance carriers to the MedStar Employed Physician Participation Listing.

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Minimum Qualifications

Education

• High School Diploma or GED required.
• Associate's degree preferred.

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Experience

• 2 years customer service experience preferably within a healthcare setting required.
• Experience working in a hospital or medical office scheduling environment preferred.

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Licenses and Certifications

• No special certification, registration or licensure required.

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Knowledge, Skills, and Abilities

• Able to work in a complex work environment with heavy call volume that involves coordination and support with various departments, patients, healthcare providers and system. Ability to type 40 WPM accurately, Computer literate and able to navigate among varied systems and the Internet. Must show aptitude in learning and using scheduling and electronic health record software. Ability to operate standard office equipment. Excellent interpersonal skills and telephone/written communication skills. Committed to providing excellent service to MedStar customers and ability to display strong listening skills and empathy to MedStar patients and co-workers. Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients. Must be self-directed and able to multitask.

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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:

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• 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.
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• 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.
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• Comprehensive total rewards package-including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
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• 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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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.