Desk Operations Specialist - Office of Access Management FLA

Facilitates scheduling and rescheduling of patient visits and coordinates complex appointment schedules within multiple medical specialty practices. Serves as a direct contact and resource to the patient and medical care teams. Obtains or verifies patient demographics, medical insurance information, processes financial screenings and reviews appointment preparation instructions with the patient. Proficiently and professionally communicates and operates through multiple communication avenues including electronically and verbally and must consistently meet or exceed service level standards. Performs related administrative duties such as processing ABN forms, insurance verification, as well as processes patient appointment communications and related materials. Skillfully navigates through multiple electronic applications, devices, and medical equipment. Examples include, but not limited to, electronic medical record, electronic applications, iPad/tablets, and assisting patients in using Kiosks. Independently identifies opportunities for improvement and offers creative solutions. This role requires flexibility which may include cross-coverage and travel depending on location. Must be willing to adjust work schedules in response to department or clinical needs. Accuracy and thoroughness in all patient-related activities including electronic communication, is critical.

High school diploma or GED and one year of customer service experience required, such as administrative, physician's office, appointment scheduler or retail/service industry. Requires computer skills including Windows-based applications and intranet/internet use with the ability to keyboard and navigate through multiple applications. Individuals that have not completed a Medical Terminology course will be required to successfully complete a Medical Terminology course within six months of employment.
Associate Degree and coursework in a healthcare related field is preferred (e.g., Administrative Clinic Assistant, Medical Office, Medical Assistant, Health Care/Medical Receptionist or comparable). Exposure to electronic health record preferred. Ability to work independently, be goal-directed and have strong organizational skills. Effectively multitask without compromising quality. Ability to comprehend and excel in both verbal and written communication, including proper telephone etiquette, face-to-face interactions, and electronic communications. Ability to communicate with individuals and small groups with credibility and confidence. Ability to handle difficult situations, remain calm under stress, manage emotional situations, display empathy, and maintain positive communication during a rapidly changing/dynamic environment. Turn problems into opportunities by developing innovative and creative solutions. Demonstrate a friendly, positive attitude, display energy and drive in performing daily responsibilities. Must be flexible as well as easily adapt to a changing work environment which will require ongoing maintenance of job-related skills/activities. Able to manage and prioritize tasks simultaneously while working directly with patients who may exhibit diverse needs. Basic Life Support (BLS) may be required in some areas. Individuals may also need to complete additional coursework upon hire.