Patient Access Specialist II-Medical Call Center

About the position The Patient Access Specialist II position at Johns Hopkins Health System is a vital role within the Medical Call Center, focusing on providing exceptional customer service to patients seeking medical care. This position is designed for individuals who are caring, customer service-oriented, and capable of problem-solving in a fast-paced environment. The specialist will manage inbound and outbound communications, including calls, emails, and faxes, between physicians and patients, ensuring that all requests for services are handled efficiently and effectively. The role requires creating meaningful connections with patients while collaborating with a multi-disciplinary team to coordinate complex appointment scheduling and procedures. In this position, the specialist will be responsible for entering all relevant patient information into the appropriate scheduling systems, ensuring accuracy and compliance with hospital protocols. Providing exceptional customer service is paramount, as the specialist will be the first point of contact for many patients. The role promotes teamwork and contributes to the overall success of the contact center, which is dedicated to maintaining the high standards of Johns Hopkins Medicine. The position operates on a standard day shift schedule, with full-time hours from 8:00 am to 6:00 pm, Monday through Friday, and does not require weekend work. Candidates must possess a high school diploma or GED, with some college education preferred. A minimum of two years of experience in a medical office, hospital, medical call center, or similar customer service environment is required. The ideal candidate will have proficient typing skills, excellent verbal and written communication abilities, and a professional telephone manner. Knowledge of medical and insurance terminology, hospital referral protocols, and experience with Microsoft Office applications is essential. Additionally, the role requires the ability to work effectively with diverse populations and manage interactions with upset customers. All employees must be fully vaccinated against COVID-19, with exceptions made for religious or medical reasons. This position is an excellent opportunity for individuals looking to grow within a reputable healthcare organization while making a positive impact on patient care. Responsibilities • Manage inbound/outbound correspondence (calls, emails, faxes, etc.) between physicians and patients requesting services within Johns Hopkins. , • Create connections with patients while working with an exceptional, multi-disciplinary team. , • Coordinate intricate appointment scheduling and/or procedures by entering all relevant patient information in appropriate department scheduling system(s). , • Provide exceptional customer service on every call. , • Promote teamwork and contact center success, ensuring customer satisfaction and maintaining the image of Johns Hopkins Medicine. Requirements • High school diploma or GED required; some college preferred. , • Minimum of two years of experience in a medical office, hospital, medical call center, or similar customer service environment. , • Proficient typing skills and ability to talk and type simultaneously. , • Excellent verbal and written communication skills, with a professional telephone manner. , • Strong interviewing and interpersonal skills to interact with patients, families, and healthcare team members. , • Ability to work with diverse people and effectively manage interactions with upset customers. , • Working knowledge of medical and insurance terminology, hospital and provider referral protocols, medical insurance plans, billing, regulations, and managed care plans. , • Experience with Microsoft Word, Microsoft Excel, and other relevant applications. , • Proficient in using multi-line phone systems, copiers, fax machines, and electronic insurance verification tools. Nice-to-haves

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