Access Center Ambassador

Job Summary:

An Access Center Ambassador acts as the primary point of contact for patients and other callers, handling a high volume of inbound calls to schedule appointments, answer questions, and route calls to the appropriate departments. This position is crucial for maintaining efficient communication across our physician enterprise to ensure a first‑call resolution and a positive patient experience.

• Answering phones:
  Respond to a high volume of calls from patients, insurance companies, and other medical facilities and handle 80–100 incoming calls per day.
• Verifies and updates patient demographic, financial, clinical, and portal access data.
• Schedules, reschedules, and cancels appointments using CERNER or other electronic health record (EHR) systems, ensuring provider availability and maximizing capacity.
• Responds to patient questions, edits, cancels, and reschedules appointments as warranted by practice protocols.
• Reviews physician schedules regularly to verify correct scheduling.
• Serves as a brand ambassador by upholding WMCHealth Mission, Vision, and CARE values and promoting excellence in patient experience during every encounter.
• Holds patient confidentiality and empathizes with patients' needs in all encounters.
• Directs calls to the correct departments or individuals based on caller needs.
• Provides accurate messages for staff members who are unavailable.
• Offers customer service by providing information, addressing inquiries, and resolving issues related to appointments, billing, and other general concerns.
• Maintains accurate and up‑to‑date patient information in the system.
• Communicates effectively within the department and with other departments.
• Meets daily productivity targets individually and as a team to achieve WMCHealth Mission, Vision, and CARE values.
• Performs other duties as assigned.

• Minimum of one (1) year of call‑center and/or customer‑service experience.
• High school diploma or equivalent required; an associate degree from an accredited institution preferred.
• Bilingual (English/Spanish) candidates preferred but not required.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Excellent verbal and written communication, active listening, and the ability to explain complex information clearly.
• Customer‑service skills: empathy, patience, and a positive attitude when dealing with patients.
• Technical skills: proficiency in using computer systems and other relevant tools.
• Problem‑solving skills: ability to quickly assess situations and find solutions.
• Time‑management skills: ability to manage a high volume of calls and prioritize tasks effectively.

Remote work may be considered for candidates who meet specific requirements after hire and onboarding.