[Hiring] AAC II - Scheduling @South Shore Health

Role Description

Will serve as primary point of contact for all inbound calls to South Shore Medical Center’s Centralized Contact Center. The Centralized Contact Center is a high volume, fast-paced environment answering ~30,000 calls per month for all departments within SSMC. Will be responsible to perform a wide variety of functions including:

• Scheduling of patient appointments
• Collecting demographic information
• Verifying insurance information
• Processing patient requests including prescription refills
• Distributing/responding to inquiries received via website and fax
• Additional functions as directed

In addition to the Ambulatory Access Coordinator 1 duties described above, the Ambulatory Access Coordinator II will be responsible for:

• Partnering with the Supervisor and Team Lead to assist with training and onboarding of new scheduling staff. If working in a remote position, may be required to come onsite during onboarding process to assist with training.
• AACII will have the knowledge/skills to answer for at least 3 scheduling queues and act as a super user and go-to staff member for any questions and first level escalations from their team members.
• Participate in regularly scheduled performance improvement initiative meetings and assist in driving team performance to meet goals in Average Speed of Answer, Service Level, and Abandonment Rate.
• AACII will be required to maintain minimum performance metrics including, but not limited to Average Calls Taken, Ready Time, abandoned call %, Transfer Rate, Quality Scores, etc.
• Assist with other special projects as directed.

Compensation Pay Range: $19.09 - $25.69

Essential Functions

• Schedule patient appointments following provider template for assigned department(s); recite all appointment information back to patient including: appointment duration, date, time provider, and location.
• Maintain consistent compliance with quality standards.
• Work collaboratively with administrative and clinical staff of assigned department(s).
• Maintain comprehensive knowledge-base of scheduling rules for assigned department(s).
• Register new patients; verify personal and insurance information; update as required.
• Assist with rescheduling patient appointments at the direction of the department Manager.
• Answer calls in a timely, courteous and helpful manner; end calls with standard closing question. (May I help you with anything else?)
• May be required to learn and perform all operator functions to provide support as needed or assigned.
• Assist with the training of new employees upon request.
• Maintain effective level of productivity at all times.
• Willingly accept special assignments.
• Maintain work area in a neat and orderly manner.
• Have knowledge of and adhere to the SSMC Mission Statement and all SSMC policies and procedures.

Qualifications

• High school diploma or equivalent - Required
• Two (2) years of college preferred

Requirements

• 1 (1) year of experience in healthcare setting required
• Epic Experience preferred
• Excellent verbal and written communication skills
• Excellent computer skills with knowledge of various software applications
• Knowledge of various insurance requirements
• Excellent interpersonal skills
• Ability to meet demanding deadlines and balance multiple tasks
• Detail oriented with excellent organizational and prioritization skills
• Must demonstrate computer proficiency through efficient use of the electronic medical record, patient registration/billing system, email, SSMC intranet & other computer software as required

Company Description