"Patient Access Coordinator - Digital Health Liaison"

Position Summary

Under direction, this role utilizes digital communication platforms, such as Microsoft Teams and Weill Cornell Connect, to schedule patient appointments across multiple departments, ultimately enhancing the patient experience and supporting overall health management for the department of Primary Care. This role also serves as a key resource for access center representatives by providing guidance on workflows, assisting with complex scheduling requests, and participating in training initiatives as needed.

Job Responsibilities

• Responds to scheduling requests submitted through the Microsoft Teams messaging channel from the department of Primary Care.
• Schedules appointments across multiple departments, ensuring optimal use of available resources and minimizing scheduling conflicts.
• Monitors and responds to all scheduling requests from Weill Cornell Connect to the Access to Care division. Contacts patients to coordinate appointments and provide accurate information about preparation prior to their arrival.
• Documents interactions, appointment notes, and other relevant information in the patient's Electronic Health Record to ensure providers are kept up to date on the patient's needs and appointment status.
• Identifies, triages, and escalates priority calls through 'Digital HealthCare' skillsets, redirects and transfers calls to the appropriate person or department as needed.
• Utilizes the practice management system to schedule and/or reschedules patient appointments as needed
• Obtains, verify, and updates patient demographic and insurance information within the practice management billing system.
• Supports and aids in the training and continuing development of access center staff. Provides real-time guidance in appointment coordination and the use of digital tools. Acts as a resource to new hires post-training.
• Responsible for concierge level, unique, and/or complex appointment requests from physicians submitted through digital communication platforms.
• Conducts audits of high-profile physician schedules for accuracy and volume management.
• Serves as the secondary resource for the team, responding to access center staff inquiries when a team lead or supervisor is not available.
• Identifies opportunities and provides recommendations to improve workflow, communication, and operational protocols to enhance patient and departmental efficiency.

Education

High School Diploma

Experience

Approximately 2-3 years of professional experience in a customer service role.

Knowledge, Skills and Abilities

• Excellent communication skills (both verbal and written).
• Must possess outstanding customer service skills with a compassionate, courteous, and helpful phone manner; ability to deal professionally with a diverse constituency - patients, faculty, physicians, and co-workers.
• Demonstrated organizational skills; capable of working independently and as a team member.
• Must demonstrate a high level of proficiency in speaking, reading, writing, and comprehending English

Working Conditions/Physical Demands

Standard call center environment.
Role will require long period of time in a sitting position.