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Patient Representative

3 months ago

Silver Spring, United States CCI Health & Wellness Services Full time

CCI HealthServices

is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience. Through integrated teams in a learning environment, we deliver high-quality, affordable, care to every patient during all stages of life.

POSITION SUMMARY: CCI is seeking a Patient Representative to act as the point of contact by greeting patients and visitors in person and over the phone, directing them to the appropriate Health Center personnel. The PR will assure that the provision of high-quality; cost-efficient, culturally sensitive services complies with all Federal, State, and Local agency policies and procedures. This position requires travel to any of the CCI health center sites if coverage is needed. As a member of the health centers integrated care team, thePatient Representative will fulfill the following

KEY FUNCTIONS AND RESPONSIBILITIES

towards the provision of patient-centered, coordinated patient care:

Answers

the telephone

promptly,

identifies

him/herself

and the center, refers calls to the appropriate area, and identifies and refers to urgent calls correctly. Accurately communicates

phone

messages as

needed,

and assists decrease wait times

for

returned phone

calls. Distribute

information regarding Maryland Health Benefits Exchange,

including

eligibility

requirements

for

applicable federal tax

subsidies

and cost-sharing assistance, eligibility

requirements for Medicaid and Maryland Childrens Health Plan (MCHP), and Qualified Health Plans (QHP); and how to enroll in Medicaid, MCHP or QHPs in the exchange. Assist patients with portal setupto Increase patient portal usage. Facilitate plan selection based

on

the

needs

of

the individual/family seeking health insurance coverage, assess tax implications and

premium

and cost-sharing

requirements,

application

submission,

renewal, and

disenrollment

processes. Facilitate eligibility determinations

for

QHP,

Medicaid, MCHP,

SHOP,

and

premium

tax

subsidies. Provide referrals to appropriate agencies,

including

the Attorney Generals Health Education and Advocacy Unit (HEAU) and the Maryland Insurance Administration

(MIA),

for

applicants and enrollees with grievances, complaints, questions,

or

the need

for

other social services. Schedule

first appointments

for

newly

insured

consumers at any

of

our sites and assist to increase the number

of

patients enrolled in Medicaid. Makes and assists in making

return

appointments, confirming the patients

current

address, and phone

number, and updates in the computer system as necessary. Registers patients into the computer, generating

required

paperwork

for

a patient visit. Calls patients to

remind

them

of

scheduled visits percenter routine. Checks in patients as they enter the center, and identifies in the system whether they are a Show, No- Show, Walk-In, or a Cancellation. Completes appointment status prior to the end of the workday. Assist Health Center Managers with clerical and administrative functions Notifies appropriate personnel of patients arrival (per center routine) and secures patient's medical record for use by Medical Assistant. Monitors status of reception areas, alerting clinical staff of unusually long patient waiting times or obtaining assistance in any unusual situations including patient conflicts. Performs other clerical support functions; filing, scheduling, and documentation of appointments or referrals complete medical records release forms, documents no shows in the chart. Prints provider schedules at the beginning of the sessions. Pulls medical records and reviews by noon the day before the patients appointment. Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts. Promotes CCIs mission to Increase patient understanding of CCIs service lines. Increase patient satisfaction. This position also requires the ability to drive between clinical sites to provide additional coverage when needed. EDUCATION AND EXPERIENCE:

Requires a High School Diploma or GED. Current CPR certification. Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience to perform office routines and clerical support functions. Must be customer-focused Must be proficient with user-facing technology (e.g., Apps, software, computers, etc.). OTHER SKILLS AND ABILITIES:

Preferred to be fluent in English and Spanish. Must possess excellent communication and interpersonal skills to greet patients and visitors in person or over the phone, and to direct them accordingly. Ability to maintain a high standard of customer service and observance of corporation protocol in hectic and sometimes hostile situations. Must be proficient in reading and writing English to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed. WORKING CONDITIONS:

The ability to distinguish letters and symbols, as well as the ability to utilize telephone, computer terminals, and copies is required. May be asked to lift to or about 25 pounds. Work under stressful conditions within a controlled enclosed environment daily. The work environment involves exposure to potentially dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment. Required to wear scrubs and occasionally protective barrier clothing during training. This can become uncomfortable in a warm, highly humid room. ADA Category. This position may require prolonged periods of sedentary, standing, and/or walking for more than eight (8) hours per day. Those physical movements and the degree of mobility, manual dexterity, and hand-eye coordination normally associated with the practice of modern oral hygiene will be performed on a repetitive basis. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. OSHA Category. Clinical environment. Possibility of exposure to chemicals and infectious body fluids e.g., HPV, HIV, HEP C, HSV.

Founded in 1972, CCI Health Services is a diverse and inclusive workplace grounded in community. Located in the Washington, DC Metro Area, each year CCI cares for more than 60,000 individuals in Montgomery and Prince Georges Counties. As a non-profit, CCI is committed to improving health equity through the provision of affordable primary care for all, across all stages of life. Visit ccicares.org for more information.

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