DUTIES/RESPONSIBILITIES (include but are not limited to the following)
· Train new patient access staff in registration, scheduling, and communication protocols to ensure standardization and accuracy across all WCHC sites.
· Provide registration and scheduling coverage across WCHC departments, ensuring seamless patient access support during staff absences, high-volume periods, or transitions.
· Schedule, reschedule, and cancel appointments in accordance with provider templates and scheduling guidelines.
· Identify skill or knowledge gaps among current staff and deliver retraining to promote ongoing competence and compliance with WCHC standards.
· Create and update electronic records to ensure accuracy of patient demographics, insurance information, and related data.
· Provide superior customer service both in person and over the phone, demonstrating sound judgment and professionalism in every interaction.
· Answer and direct a high volume of incoming calls for the Rural Health Clinics and other service areas, routing to appropriate personnel or departments.
· Collaborate with the Manager of Patient Access to identify process improvements and develop updated training materials and workflows.
· Maintain a high degree of flexibility, demonstrating the ability to quickly adapt to new locations, teams, and technology systems.
· Contact and document outreach to patients who miss scheduled appointments, coordinating with clinical teams as necessary.
· Exhibit professionalism, reliability, and a positive attitude while supporting WCHC’s mission of patient-centered care.
· Display and promote company values.
· Regular attendance in coordination with the WCHC attendance policy.
· Work in accordance with EMTALA rules and regulations (Hospital).
· Other duties as assigned.
Requirements
SKILLS AND ABILITIES
- Exceptional communication and interpersonal skills with the ability to build trust and maintain cooperative working relationships with staff, patients, and providers.
- Strong adaptability and flexibility to transition between departments, roles, and processes with minimal disruption.
- Demonstrated leadership and teaching skills, with the ability to clearly explain processes and coach others toward performance improvement.
- Strong organizational, problem-solving, and critical-thinking abilities.
- Consistently demonstrates initiative and professionalism in all interactions.
- Ability to work independently while maintaining alignment with departmental objectives.
- Commitment to patient satisfaction, confidentiality, and WCHC’s core values of integrity, compassion, and service excellence.
EDUCATION AND/OR EXPERIENCE
- High school diploma or equivalent preferred; associate degree preferred.
- Minimum of two (2) years of registration, scheduling, or related patient access experience required.
- Proven experience in training or mentoring staff preferred.
- Prior experience in a healthcare environment, particularly with electronic health records (Epic preferred), strongly desired.