Call Center Patient Service Representative
1 month ago
Description:
**Call Center Patient Services Representative**
**$18.00 - $19.00 per hour**
Imperial Beach Community Clinic will promote a healthy community by providing quality health care and resources, with a focus on the underserved. Our mission has been to provide high-quality medical care for all members of our community, regardless of their ability to pay. Our team considers your overall health, preferences, and experiences as we create a treatment plan that is right for you. Our doctors enjoy getting to know patients and their families and appreciate the support that comes from having lab, nutrition, and behavioral specialists on-site. More importantly, our friendly Spanish speaking staff know their primary task is to make you feel comfortable and understood in every step of your healthcare journey.
We fulfill this mission through:
- Improving access to primary health care for residents of South Bay
- Employing skilled professionals committed to providing quality healthcare services and addressing current health needs.
- Serving the community with compassion and respect while maintaining confidentiality
- Collaborating with other health care providers and organizations
- Providing a medical home to the "at-risk" population
The Patient Services Representative (PSR) is responsible for advancing the quality of healthcare through exceptionally good customer service and communication with patients, using IBCC’s guidelines for communication. The PSR is also responsible for accurate data entry into the practice management and/or clinical systems. The PSR duties are shared and involve tasks associated with efficient flow of patients, such as answering phones (Call Center), making appointments, and registering patients. PSR’s are members of patient-centered care teams.
Essential
**Responsibilities**:
- Adheres to the IBCC Mission, Vision, and Values, Standards of Conduct and HIPPA principles
- Consistently adheres to and/or exceeds IBCC’s communication guidelines and expectations with patients, peers, and supervisors. Greet every patient with a verbal greeting, eye contact and a smile. Communicates effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling in patient interactions. Listens skillfully and displays a willingness and ability to acknowledge patient needs, expectations, and values using reflective listening and empathy conveyance. Responds to patient needs in ways that are helpful and beyond expectation.
- Collaboratively works with patients to positively affect their health outcomes.
- Orients all patients to clinic policies regarding their selection of their primary care provider, IBCC’s team-based care approach, services offered, appointment system, after hours’ coverage, collection policy, etc.
- Builds positive relationships with other staff, providers, and supportive departments to maximize accessibility of care to all patients.
- Contributes to care team pre-planning (aka Team Huddle) with reminder calls, and updating registration info prior to each scheduled appointment, or rescheduling as deemed appropriate
- Participates in continuous quality improvement activities and patient-centered medical home team meetings and training, and is receptive to accepting other job duties as assigned and as delegated
- Assists in responding to and resolving patient complaints as needed
- Works collaboratively with other departmental personnel to process and complete the patient encounter and collect amounts due in accordance with established procedures.
- Makes appointments and registers patients.
- Using proper phone etiquette, answers all incoming calls by 3rd ring. Responds to calls appropriately, including message taking and distribution.
- Enters, reviews, and makes necessary changes to all patient registration information in the practice management system in accordance with established procedures.
- Research answers and responds to patient’s questions/correspondence about their account in a timely and professional manner, respecting patient confidentiality.
- Opens and closes the clinic according to IBCC procedures.
- Maintains a neat and organized work area with appropriate labeling of files as needed.
Knowledge: Customer service, basic medical front office practices, basic computer operations,
Skills: Aptitude for skilled personal communication is mandatory. Strong written and verbal skills, typing 35+ wpm. Heavy phone experience.
Ability to: Work well with people; communicate effectively and respectfully in English and/or other languages; operate computers and other modern office equipment; work in a busy environment; multi-task, be flexible to accommodate to travel and changes in daily and hourly schedules.
Education/Experience Requirements: High school diploma or GED; Bilingual English/Spanish encouraged but not mandatory; 2-3 years’ experience in medical/data processing field preferred; Certificated through medical fr
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