Patient Access Coordinator - Clinic

Patient Access Coordinator This role is responsible for assisting patients and external callers to enhance clinic team accessibility and resolve issues. The coordinator answers high volume incoming calls and ensures consistent, high quality service via established protocols. Responsibilities Answers incoming calls promptly and professionally, delivering exceptional customer service. Clarifies caller inquiries and determines appropriate course of action. Utilizes designated call queues and transfer protocols to ensure efficient call resolution. Adheres to assigned work schedules as directed by the Manager. Verifies necessary information prior to office visit (e.g., previous physician visits, imaging such as x-rays). Maintains familiarity with clinic team/provider schedules and extensions to relay accurate information. Assesses when issues require escalation for immediate or time‑sensitive attention following established workflows. Resolves patient requests in a timely manner to minimize need for call transfers. Monitors OVC Rx Refills voicemail inbox and processes messages according to standard workflow. Adapts to changes such as phone system upgrades or schedule changes without disrupting workflow. Performs other related duties as assigned. Qualifications High school diploma or equivalency highly preferred; applicable work experience may substitute. 1–3 years of applicable work experience, preferably in a call center, appointment scheduling, customer service or medical office setting. Demonstrated priority for excellent customer service and positive patient experience. Healthcare industry knowledge, especially physician, clinical and business processes preferred. Proven ability to promote teamwork and collaboration. Knowledge, Skills & Abilities Ability to maintain excellent customer service relationships with referral sources, patients, physicians and peers. Ability to make sound judgments. Dependable and reliable; arrives on time and ensures equipment functioning prior to start. Flexibility to adjust work location or phone coverage as needed. Willing to adhere to company policies regarding professional work environment and customer support. Professional integrity: honest, reliable, respectful. Team player and willingness to work in fast‑paced environment. Excellent listening and communication skills to fully support patients. Positive attitude and pride in work. Willingness to help others and promote a team environment. This organization participates in e-Verify. #J-18808-Ljbffr