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Job Description

Job Summary

The Patient Access Service Center is responsible for all outgoing calls for referral based scheduling for Grand Rapids and Regional locations and incoming calls from patients to schedule Endoscopy procedures. This position is for our Endo Scheduling Team which utilizes both referral based scheduling and incoming calls. Endoscopy scheduling is fast paced work with high call volumes. The right candidate should have great attention to detail, customer service skills and follow-through. We are looking for a team member that is able to problem solve affectively and willing to engage with our team.

This will be a flex-virtual position, but the role is home based out of our 4600 Breton facility. Must be willing to commute to Grand Rapids, MI for any onsite training

Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.

Essential Functions

• Analyzes, evaluates, resolves and responds to service inquires from members, providers, employer groups, colleagues, agents, Elite agents (customers), and others within departmental guidelines. Professional and pleasant interactions are ongoing expectations.
• Partnering with internal and external resources, promptly provides customers with information and education
• Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes.
• Assists customers with administrative issues, such as submitting enrollment record changes.
• Effectively tracks and/or documents all service interactions with customers within appropriate systems according to guidelines.
• Develops and maintains behaviors of productivity, availability to customers, and adherence to work schedule.

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree

• 1 year of relevant experience in related field Required

Primary Location

SITE - Kentwood Medical Office Building - 4600 Breton Rd - Kentwood

Department Name

Patient Access Service Center - Endoscopy

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:30 a.m. to 5 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

Spectrum Health requires all team members to receive the COVID-19 vaccinations subject to certain exclusions based on the team member’s job category. Spectrum Health is committed to granting reasonable accommodations in accordance with applicable laws.

Accommodation Notice: If you are a qualified individual with a disability, you may request a reasonable accommodation in Spectrum Health's application process. Contact us at 616-486-SHHR (7447).

Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected

category. See more here.