People With A Mind For Care Culture

In today’s consumer-driven healthcare climate, little is more important than the patient experience. Whether it’s a new or returning patient, patient access sets the tone for each encounter influencing their impression of your health system as a brand. This puts the responsibility of ensuring a positive experience and maintaining the reputation of your organization firmly on the shoulders of those on the front line; the patient access coordinators (PACs).

Envera's Patient Access Coordinators

Choosing the right person for this job is critically important. Patients interacting with patient access staff are often already stressed or frustrated. While hard skills for these roles can be acquired through effective training, the interpersonal skills needed to extend the values of care culture over the phone are more amatter of personality and attitude. Having hired and trained thousands of agents, we’ve learned to identify the common personality traits and values that ensure someone will excel as a patient access coordinator— it’s why we have such a high success rate of building and retaining the dedicated teams of PACs for our health system partners.