The Patient Services Representative II is responsible for answering and routing all incoming calls, setting and rescheduling of appointments, sending messages to providers and support staff for follow up while providing excellent customer service to all of our potential and established patients. In addition this position has an active focus of 50% or more of its work week focused on maximizing the CMC scheduling resources by a variety of analytical tools and patient and interdepartmental communications: The Patient Services Representative II is an integral part of the clinical health care team. The Patient Services Representative reports to the Patient Services Manager.
Schedules appointments to the correct clinic/provider by paying attention to detail prior to scheduling the appointment.
Ability to update patient demographics as assigned by Supervisor/Manager.
Ability to screen patients’ needs and assign to correct PCP for all CMC clinics. Ability to assist and enroll patient into the patient portal to promote access.
Follows protocols and Patient Services Guidelines given by Supervisor/Manager for handling calls and routing effectively using the procedures given.
Able to ask questions if there is a lack of understanding on procedure
Handles patient complaints by following protocol while attempting to resolve the complaint prior to escalating the call to the call center or clinic manager.
Pays attention to calls in the queue while multi-tasking with the ability to handle the call volume.
Monthly Updates Health Plan Membership Roster data with Practice Management System
Creates Monthly Health Plan Member Listing for Preventive Health Initiatives & Non User Health Plan Member Engagement
Outreach to assigned members who are not center users
Provides new patient access for first appointment support
Facilitate patients with primary provider team to support empanelment and patient continuity.
Processes Preventive Services scheduling.
Operational Outbound Support: to confirm appointments, communicate after hours messaging.
Input patient information and schedule appointments on waiting lists & monitors health center follow-up
Portal support and transmit from Provider Call-In Line.
Daily Monitors Well App Patient Reminder Flow & Communicates directly using Bi- Directional Messaging Daily Dynamic Monitoring of Unused Appointment Slots and follow up communication
Participates in meetings as required
Travels as needed to different sites as assigned
Performs other tasks as assigned
Knowledge, Skills and Abilities
Knowledge of business office procedures
Knowledge of Excel
Knowledge of grammar, spelling, and punctuation to type patient information
Skill in operating computer, photocopy and facsimile (FAX) machine
Skill in greeting patients and answering the telephone in a pleasant and helpful manner
Ability to communicate clearly, including routine communications with Medical Reception Leads, or other staff.
Ability to sort and file materials correctly by alphabetic or numeric systems
Ability to establish and maintain effective working relationships with patients, employees, and the public
Listens skillfully and displays a willingness and ability to acknowledge the needs, expectations and values of others through the use of reflective listening and empathy conveyance. Responds to needs in ways that are helpful and beyond expectation.
Communicate effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling with every interaction.
Ability to provide excellent customer service that is reflective of a culture that values trust and respect.
Completion of high school or possession of GED
At least two years of full-time experience working in a call center, customer service, or medical position OR medical receptionist or medical assistant training program certificate. Call center work experience is preferred.
Ability to handle a high volume of calls quickly and effectively.
Ability to communicate effectively in English and Spanish; verbal and written
Ability to work with computers and data entry. Ability to type 35 wpm and a typing certificate is preferred
Valid California Driver's License, proof of insurance and personal transportation
TYPICAL PHYSICAL DEMANDS:
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 35 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a computer, calculator, telephone, copier, and such other office equipment as necessary. Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment which can be very stressful.
TYPICAL WORKING CONDITIONS:
Work performed in reception, medical records, and cashier areas. Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive. Contact involves dealing with sick people. Frequent exposure to communicable diseases, toxic substances and other conditions common to a clinic environment.