Access Operations Agent (Healthcare Customer Service)

Minimum Qualifications
Education
• High school diploma or GED equivalent
Experience
• at least 1 years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment
License/Certifications
• None

Knowledge, Skills and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.
• Type 40 words per minute
• Intermediate computer skills (Windows, Excel, and Word)
• Good communication, customer service, interpersonal skills and cross-cultural competency.
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient’s/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the needs and level of understanding of the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
• Ability to plan, prioritize, and organize work independently with attention to detail
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment

PHYSICAL REQUIREMENTS/WORKING CONDITIONS
• There may be some walking, standing, bending and carrying of light items such as papers and books. No special physical demands are required to perform the work.
• The working conditions outlines the environment in which the employee will typically work.
• Work is performed in a typical office environment with standard equipment and tasks.

RISK OF EXPOSURE TO BLOODBORNE PATHOGENS
• Category/Description: Category III – Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment