Access Operations Associate

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Work Shift

Variable

Work Day(s)

Shift Start Time

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

The Access Operations Associate provides a seamless experience for those calling 785-KIDS for new patient, marketing and general inquires, including coordination of telephone triage support services. Using appropriate tools and resources, the Access Operations Associate goes above and beyond to provide and document accurate information that meet and exceed quality standards, resulting in consistently excellent patient and customer experiences.

Experience

• 1 year of experience in customer service, hospitality or equivalent

Preferred Qualifications

• College or advanced degree
• Contact Center experience    
• MS Suite
• Bilingual
• Clinical Experience
• Process Improvement
• Epic Experience

Education

• High school diploma or equivalent

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Must type a minimum of 35 words per minute
• Excellent interpersonal skills
• Must have basic understanding of medical terminology
• Ability to multi-task in high-volume, fast-paced environment
• Must possess strong verbal, written and phone communication skills
• Ability to navigate telephony platform
• Must be detail oriented and self-directed
• Must possess problem-solving skills      
• Ability to de-escalate calls in order to ensure patient satisfaction
• Critical thinker
• Time Management
• Must be able to multi-task
• Must be able to prioritize tasks

Job Responsibilities

• Handles a high volume of calls and orients skills to meet quality and productivity expectations.
• Strives for first call resolution and adheres to guidelines set forth by SLA.
• Understands and is proficient in all department resources, programs, and applications available to accomplish assigned tasks.
• Screens all patient assistance calls and provides specific information as requested by parents, physician, and authorized personnel.
• May assist with administrative support to the department as needed (e.g., scanning, restocking supplies).
• Enter demographic and clinical information in tools for clinical advice calls and registration purposes to support care coordination efforts.
• Confirms appointment details with patient families.
• Supports continuous improvement of quality and service.
• Interacts with callers in a professional, confident, courteous, supportive, prompt, and calm manner to acquire necessary information and ensures seamless experience to reduce wait times for all callers.
• Prioritize requests independently.
• Exhibits superior customer service; maintains a standard of quality and productivity consistent with the goals of the department.
• Participates in the achievement of organizational and departmental goals.
• Meets quality metrics and department standards for call handling.
• Performs inbound functions through various communication channels as needed.
• Adhere to Children’s mission, vision, and values.
• May perform other department duties and other assignments as appropriate.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

1575 Northeast Expy NE

Patient Access