Patient Access Associate; Per Diem

Patient Access Associate (Per Diem, Monday and Tuesday)

White Plains Hospital is looking for a Patient Access Associate to provide the first point of contact for our patients, ensuring a high quality, consistent experience for all callers. This per diem position requires availability on Monday and Tuesday.

WPH Cares acts as our patients’ guide to accessing exceptional care and supports the growth of WPH by ensuring a high quality, consistent experience for all callers. The Patient Access Associate acts as the first impression for the caller and assists the caller in navigating essential services. They will schedule appointments and field inquiries, concerns, and requests while providing the highest level of customer service.

The associate will ensure patients’ needs are met and promote loyalty to WPH via active listening, empathy, courtesy, and professionalism.

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
• Responds to multi‑channel inquiries regarding appointments, referrals, refills, etc. in accordance with established scheduling guidelines and clinical escalation protocols.
• Remains aware of call queues and completes call processing efficiently while maintaining a high level of customer experience.
• Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
• Strives to resolve callers' inquiries in a single interaction.
• Ensures proper patient identification, accurate demographics and insurance coverage, and manages/updates patient medical records.
• Performs general office/clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
• Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
• Attends mandatory meetings/in‑services and participates in work groups or projects as assigned.
• Completes all annual mandatory requirements and conditions of employment.
• Performs all other related duties as assigned.

• High school diploma or GED required.
• Previous customer service experience required.
• Previous physician practice experience preferred.
• Previous call center experience preferred.
• Basic medical terminology, electronic scheduling, electronic medical record experience preferred.

• Ability to speak, write, understand, and communicate in English.
• Ability to handle a high volume of calls throughout the day.
• Excellent telephone etiquette and communication skills.
• Ability to multi‑task in a fast‑paced environment.
• Ability to deal professionally and efficiently with all levels of management and external constituents.
• Self‑starter, self‑motivated and able to work without supervision.
• Flexible, organized and able to set priorities and manage time.
• Excellent interpersonal, teamwork, and communication skills (both verbal and written).
• Exhibits active listening, empathy, courtesy, and professionalism at all times.

• Ability to use computer for extensive periods of time.
• May be exposed to chemicals necessary to perform required tasks.
• Occasional lift and/or move of 15 to 20 lbs.
• Requires movement around the department as needed throughout the day.
• Ability to sit for extended periods of time.
• Ability to handle high call volume.

All Patient Populations

Entry level

Part‑time

Health Care Provider

Hospitals and Health Care

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.