MS/Patient Access Rep - SMG Call Center

Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community. 

TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only:

• Level II Trauma Center 
• Primary Stroke Center 
• Level III Neonatal Intensive Care 
• Pediatric Intensive Care 
• The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle. 

Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices. 

Essenctial Duties and Responsibilities:

• Answer a multiline telephone system for over 80 providers
• Provide superior patient experience by practicing the AIDET communication model
• Record patients’ medical history and personal information
• Schedule, cancel, and reschedule appointments
• Submit requests and relay information to and from clinical staff
• Copy, file, and maintain paper and electronic documents
• Handle incoming and outgoing correspondence
• Adhere to specific schedule as provided by management
• Adhere to 80% availability, 60 second hold, 80% quality assurance scores, and 90% answer rate goals
• Participate in projects such as bump lists and other workqueue activities

• All other duties as assigned

Knowledge, Skills, and Abilities Required:

• High School Diploma or equivalent is required, with college degree preferred
• Experience with electronic health records (EHRs)
• Previous experience working as a patient access or call center representative – preferred
• MA certification – preferred
• Computer skills, including Microsoft Office (Word, PowerPoint, and Excel) as well as email and Teams
• Strong customer service skills
• Discretion and the ability to handle confidential information
• Organization skills and the ability to multitask 
• Compassion and a calm, professional demeanor
• Keen attention to detail

• Excellent verbal and written communication at all organizational levels
• Possesses ability to handle a high volume of calls in a pleasant, professional manner
• Interacts well with patients, coworkers, and management
• Always displays professionalism, especially under pressure in a fast-changing environment