Job Description

Make an Impact Where Every Call Matters

Are you a detail-oriented communicator who thrives in a fast-paced, customer-focused environment? Join our Access Center team and play a critical role in connecting patients, providers, and services with efficiency, accuracy, and compassion. This is more than a call center role; it's an opportunity to be a trusted resource and operational backbone within a dynamic healthcare environment.

What You’ll Do

Call Competency & Support

• Maintain exceptional performance in handling non-clinical calls with precision and professionalism
• Serve as a knowledgeable resource and role model for team members

Process Monitoring & Workflow Coordination

• Monitor key Access Center processes across scheduling, physician referrals, class registrations, and more
• Help direct workflow and communicate operational challenges to leadership

Software Expertise & Troubleshooting

• Act as the go-to expert for system functionality and troubleshooting
• Collaborate with Information Services and vendors to resolve technical issues
• Maintain expertise in Access Center systems and downtime procedures

Training, Quality & Continuous Improvement

• Support staff onboarding, annual competencies, and ongoing education
• Maintain and update training materials
• Contribute to achieving departmental goals such as customer satisfaction, response times, and call abandonment rates
• Identify and communicate improvement opportunities

Customer Service Excellence

• Deliver outstanding service with professionalism, empathy, and clarity
• Ensure callers are directed efficiently to the right resources
• Communicate clearly using proper grammar and a friendly tone

Productivity & Organization

• Manage multiple responsibilities with strong prioritization and time management skills
• Complete assigned reports, system updates, and policy revisions

Goal Setting & Growth

• Develop measurable, actionable personal goals aligned with team and organizational objectives

What You Bring

Education:

• High School Diploma or GED preferred
• Business or customer service background preferred

Experience:

• Previous call center or customer service experience preferred

Skills & Abilities

• Excellent phone communication and interpersonal skills
• Strong attention to detail and organizational abilities
• Ability to interpret documents, procedures, and instructions
• Confidence in handling customer inquiries and resolving issues
• Adaptability in assessing caller needs and overcoming communication barriers
• Basic math and data handling skills
• Strong problem-solving abilities in structured environments
• Proficiency with computer systems, including data entry, retrieval, and organization

Why Join Us?

• Be part of a mission-driven team that makes a real difference
• Opportunities for growth, development, and skill-building
• Collaborative and supportive work environment
• Competitive compensation and benefits

Ready to take the next step in your career? Apply today and help us deliver exceptional service, one call at a time.