Access Coordinator

GENERAL DESCRIPTION OF POSITION:

The Access Coordinator serves as the first point of contact for patients seeking services at the Clinic. This position is responsible for scheduling, rescheduling, and canceling patient appointments; providing guidance regarding services and appointment requirements; answering incoming calls; documenting patient interactions; and routing information to appropriate electronic work queues for follow-up. The Access Coordinator delivers exceptional customer service while supporting patient access and continuity of care. This position is the entry to the Clinic and is responsible for a seamless handoff to the clinical and other support services. Priority functions is to handle appointment scheduling and call navigation. Will capture the caller disposition.

ESSENTIAL JOB FUNCTIONS: (with or without accommodations)

Appointment management:

• Schedule new and established patient appointments in accordance with provider templates, clinic policies, and scheduling protocols.
• Reschedule appointments as requested by patients or clinic staff.
• Cancel appointments and appropriately document reasons for cancellation.
• Verify appointment details and provide patients with appointment preparation instructions.
• Assist patients in identifying the appropriate healthcare provider, department, or service based on their needs.
• Monitor scheduling availability and offer alternative appointment options when necessary.

Customer Service and Navigation:

• Answer incoming calls in a professional, courteous, and timely manner.
• Guide patients through the appointment scheduling process and explain available services.
• Provide information regarding clinic locations, hours of operation, referrals, insurance requirements, and documentation needed for appointments.
• Respond to routine patient inquiries and direct complex clinical questions to licensed staff.
• Support patients in accessing healthcare services and community resources as appropriate.
• Adhere to policies, procedures, customer service standards, and compliance requirements.
• Meet established performance metrics including call quality, scheduling accuracy, productivity, and patient satisfaction.
• Participate in training and continuous improvement initiatives.

Referral management:

• Route patient information, messages, and requests to the appropriate electronic work queues.
• Create and maintain telephone encounters, task notes, and patient messages within the electronic health record (EHR).
• Forward referral requests, medication refill requests, demographic updates, and other patient concerns to designated departments.
• Monitor assigned queues and ensure timely processing of patient requests.

Documentation:

• Accurately verify and update patient demographic, contact, and insurance information.
• Document all patient communications in accordance with organizational policies and procedures.
• Maintain confidentiality of patient information and comply with HIPAA regulations.
• Ensure data entry is accurate and complete.