Patient Call Center Representative

Primary ResponsibilitiesServe as the first point of contact for Mayfield’s patients. As an Access Coordinator, you are responsible for answering a high volume of calls and determining appropriate action for follow-through while providing excellent customer service.Mayfield Clinic Values: All associates who are affiliated with the Mayfield Clinic must agree to use these values as a basis for their employment, and recognize that they are part of the associate’s annual Performance Review and Development Plan:

• Integrity: We are committed to honest and ethical behavior in all our endeavors and interactions.
• Excellence: We commit to the highest level of performance and continuous improvement.
• Respect: We recognize the worth, quality, and importance of every individual and regard them with consideration and appreciation.
• Compassion: We commit to being compassionate and empathetic in all of our interactions.
• Collaboration: We embrace teamwork, mentoring, cooperation, sharing of expertise, and empowerment.

• High School diploma
• Minimum of three years of work experience in the healthcare field

• Demonstrates excellent customer service
• Ability to manage and prioritize multiple tasks in a fast-paced environment
• Strong problem-solving, problem-prevention, and decision-making skills
• Ability to convey empathy
• Excellent oral and written communication skills
• Ability to maintain composure and restore calm in a stressful situation
• Uses good judgment and diplomacy when dealing with others
• Desire and ability to work in a team environment
• Computer proficient with the ability to learn multiple software applications
• Ability to work with minimal supervision

• Answer incoming calls from patients and address their inquiries, concerns, and requests.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Strive to achieve and exceed call center performance metrics, including call quality, answer and abandonment rate, and patient satisfaction scores.
• Obtain required patient demographic information, insurance information, and medical history to ensure accurate patient scheduling.
• Coordinate, process, and respond to all incoming referrals from outside providers.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system

• Enter complete and accurate information into scheduling programs.
• Measures of Success:
• 99-100% Outstanding
• 97-98% Very effective
• 95-96% Effective
• Below 95% Needs Improvement
• Follow the proper procedure for creating new accounts.
• Demonstrate understanding and skill in the use of the Salesforce and CPS systems.
• Demonstrate understanding of the individual practices and physician protocols.
• Ensure all materials are mailed/emailed to the patient promptly before their appointment.
• Effectively identify and process urgent patients.
• Follow proper procedures.
• Effectively communicate to the patient the physician’s recommendation.
• Use correct spelling and grammar in the history form

• Demonstrate empathetic, helpful, and courteous behavior to all customers.
• Exhibit ability to express appreciation of the customer’s unique needs.
• Speak clearly, and use good grammar and proper pronunciation. Use voice inflection that communicates understanding and concern.
• Demonstrate good listening skills.
• Demonstrate the ability to respond appropriately to patients’ fears, anxiety, and anger.
• Demonstrate the ability to assure customers of Mayfield’s desire & ability to meet their needs.
• Demonstrate ability to gain the caller’s understanding and acceptance of Mayfield Clinic processes.
• Exercise initiative, creativity, and courage to act in the best interest of the patient.

• Possess a working knowledge of the EMR system.
• Ability to navigate GE PACS system.
• Ability to use phone system, voice mail & headset properly.

• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Take opportunities to learn from other departments and associates whenever presented
• Access the website for information and stay current with patient education pieces.