Patient Access Representative - Memorial

| Houston, TX
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At VillageMD, we are committed to helping patients achieve greater health by delivering the most effective, accessible and efficient healthcare in the world through partnership with primary care physicians. We're in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems. The Village Medical at Home model is an extension of the physician-led, team-based platform developed by VillageMD, which has demonstrated significant improvements in clinical outcomes and cost in all patient populations. Village Medical at Home offers complete primary care services across a continuum of clinical needs, from wellness and quality documentation to the management of transitional care and complex medical needs, including chronic and progressive diseases. As a Patient Access Representative, you will be the first point of contact for patients, making inbound and outbound calls with a focus on exceptional service to patients.

Integral to the successful operation of Village Medical at Home, you will strive to anticipate and meet the needs of patients while working collaboratively with the team to achieve quality and performance standards. In this role, you are the key liaison between the patients and the providers. This role is responsible for accomplishing defined outcomes and scheduling metrics as well as alignment with achievement of Village Medical at Home objectives.

While this role will be dynamic in nature, key responsibilities of the Patient Access Representative include:

  • Booking, canceling, and rescheduling patient appointments, including annual wellness visits, transitional care management visits, and chronic care follow-up visits
  • Optimizing routes to accommodate the maximum number of patients per day
  • Providing general information to patients regarding scheduling and paging of providers
  • Messaging clinics for additional support when necessary
  • Ensuring timely communication to providers with changes to daily schedules or updates to patients’ care needs
  • Proactively updating patients on prescription refill requests and lab requests
  • Transferring calls to registration and nursing staff in clinics when necessary 
  • Escalating patient calls to the supervisor in emergency situations
  • Involvement in special projects as needed as the program and role evolve

What will make you successful here?

  • You demonstrate a personal commitment to promoting and providing excellent customer service and consistently maintain high energy and a positive attitude
  • You possess excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues  
  • A high attention to detail and accuracy with patient scheduling protocols
  • You are committed to excellence and consistently meet contact center metrics
  • Demonstrated success and skill in management of projects and meeting deadlines
  • You have high emotional intelligence, the ability to forge meaningful relationships, and can successfully navigate diverse stakeholder groups
  • You are highly collaborative, and have previous experience working in a similar role
  • Experience performing under pressure with a strong sense of urgency and a commitment to doing what you say you will do
  • You are flexible and comfortable with adapting to new situations

What you bring to VillageMD:

  • Previous experience in a call center environment and demonstrated ability to handle a high call volume while maintaining high performance
  • Knowledge of medical terminology and experience working in a healthcare provider contact center or in a front desk role in a primary care clinic
  • Ability to type 40 – 55 WPM
  • Excellent verbal and written communications skills and a pleasant and professional phone demeanor
  • Demonstrated problem-solving skills and ability to think quickly and use appropriate judgement in response to patient calls
  • Ability to use a computer terminal for extended time periods and a willingness to work flexible/irregular hours due to 24/7 operations
  • You have a keen focus on results, and can navigate within ambiguity while maintaining a high-level of humility
  • Advanced working knowledge of Microsoft Word and Excel
  • High school diploma required

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.   

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