The Patient Access Representative I is responsible for starting the multi-modality Solis relationship, gathering information, scheduling appointments and functioning as the first point of contact for the patient and referring physicians.
This position is critical to Solis; the Patient Access Representative I functions as the liaison between the patient and the center by providing efficient, empathetic excellent service which impacts the profitability of the organization.
Operations :
- Understand, promotes and demonstrates the Solis Way;
- Handles routine customer interactions and exhibits proficient customer service, effective listening, and empathy. Communication channels may include phone, email, or chat;
- Adheres to training guidelines and utilizes available resources when handling customer interactions,
- De-escalate situations involving dissatisfied patients, by offering assistance and support;
- Schedules patients and offers alternative scheduling options when centers dates / times are not available;
- Maintains performance by meeting or exceeding key performance indicators defined by organizational leaders. KPIs include but are not limited to average handle time, quality, attendance, and schedule adherence;
- Adheres to established procedures and processes for the contact center;
- Utilizes company resources and training materials.
Service :
- Maintains patient confidentiality 100% of the time;
- Maintains productivity, ensures minimal downtime.
Team Focus :
- Adheres to and promotes the Solis Promise Book culture;
- Adheres to attendance policy; on time for all scheduled shifts including breaks and lunches;
- Forms strong working relationships within the team and treats each other with respect;
- Brings problems to the attention of the supervisor; is willing to ask for help;
- Supports supervisor with projects on as needed basis;
- Always remain professional adhering to the company’s Code of Conduct policy;
- Attends meetings and training on as needed basis.
- Identifies additional tasks to be completed and willingly to assist others.
SKILLS / QUALIFICATIONS :
- High diploma or equivalent required;
- College coursework preferred;
- Contact center and healthcare experience preferred.
- Zero to one year's experience in a fast-paced customer service-oriented employment required;
- Scheduling experience preferred;
- Types at least 30 - 40 wpm and strong computer skills;
- Strong verbal communication and listening skills;
- Energetic and flexible;
- Customer service skills;
- Must be able to multi-task with various computer programs / applications;
- Exhibits sound judgment and is adaptable and flexible to patient needs;
- Strong spelling and grammar skills;
- Bilingual (English / Spanish) a plus.
- Well organized and detail oriented.
- Must be able to work in a fast pace environment that consists of repetitive work.
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