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Patient Communications Representative
3 months ago
**Schedule**:
To be determined
**Salary**:
$15.25 - 18.66 Hourly - Depending on Qualifications
**JOB PURPOSE**:
The Patient Communications Representative participates in a culture that nurtures, recognizes, reinforces, and celebrates superior customer service. The incumbent responds to and resolves on the first call patient inquiries and issues by identifying the topic and type of assistance the caller needs, such as: appointment, eligibility, medical records, clinic consult, or referral. This includes accommodating the patient care needs by scheduling appointments with an El Rio provider, directing the patient to the appropriate level of care, processing messages for El Rio providers in NextGen EMR, researching referrals, taking patient complaints, and answering general questions about El Rio services and programs. In this role the Patient Communications Representative completes these job functions in support of clinical operations at a location assigned by management.
An employee in this position routinely works with general supervision and review, and any work problems involving departures from standard policies, interpretations, or procedures are reviewed with the supervisor for resolution.
**ESSENTIAL JOB FUNCTIONS**:
QUALITY
- Performs patient requests by following scheduling guidelines, and scripts for the appropriate disposition of calls (e.g., scheduling appointments for Dental, Pediatrics, Internal Medicine, Family Medicine, OB/GYN and Specialty).
- Some work is completed without established procedures.
- Basic tasks are completed without review by others.
- Supervision/guidance is required for higher level tasks.
- Research issues across multiple databases and work with clinic and other departments to resolve customer issues and/or partner with others to resolve escalated issues.
- Processes messages for providers and nurses, initiates patient’s requests for a referral and answering or referring queries. Messages are clear, brief, and concise with no misspelled words. Uses approved medical abbreviations.
- Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.
- Displays a positive attitude toward all department providers, supervisors and all staff members.
- Always strives to anticipate by listening carefully, understanding, and fulfillment of patient’s needs.
SERVICE
- Maintains positive levels of communication, both verbally and written, with management and co-workers demonstrating AIDET Service Excellence Training.
- Responds to patients queries in a courteous customer friendly manner. Never interrupts caller. Shows empathy and concern when interacting with patients.
- Actively participates in staff meetings and works toward accomplishing department goals and objectives.
- Maintains exceptional level of customer service; addresses and resolves complaints; serve as an example by providing excellent service to internal and external customers, employees and patients. Demonstrate and model El Rio Behavioral Standards in all interactions with patients, co-workers, and visitors.
PEOPLE
- Fosters the spirit of camaraderie among their co-workers. Be courteous and respectful to co-workers.
- Demonstrates teamwork beyond the department and should be extended to the entire organization.
- Offers assistance to co-workers regarding appointment scheduling and documenting messages for the providers.
- Promotes a professional working environment based on understanding and respect for diversity and multi-culturalism in all of its forms; demonstrate sensitivity, acknowledge varied beliefs, attitudes, behaviors and customs and encourage communication and appreciation of all forms of diversity.
COMMUNITY
- Participates as an El Rio ombudsman by handling patient complaints/concerns and if possible, will resolve complaint/concern immediately. If unable to resolve complaint/concern, will forward to appropriate department or personnel for resolution using El Rio policy and procedures for patient concern management.
- Strengthens the El Rio Community, by participating in El Rio Community Health Center sponsored functions, employee picnic, etc.
FINANCE
- Optimizes organizational productivity with timely appointments, messages to their providers and any necessary follow-ups for the patients.
- Reduces expenses by promoting the proper use and care of clinic equipment.
- Properly maintains the use of computers, telephony equipment and copiers for the exclusive use of health center business.
- Keeps work areas clean and organized at all times.
GROWTH
- Contributes to the expected level of productivity and quality as measured by workforce management.
- Uses good time management skills and ability to work well with all team members.
- Personally, contributes to increased productivity by assuring that all calls are taken as expediently and courteously as possible to meet the organization’s goals.
- Contribute
