Patient Services Representative Lead

3 months ago

Berkeley, United States LifeLong Medical Care Full time

Overview:

Supporting Community Healthcare is a rewarding role, come join a wonderful organization LifeLong Medical Care is looking for a Patient Services Representative Lead (PSR Lead) to join our Call Center team in Berkeley. The PSR Lead serves as the backup for the Patient Services Supervisor. Will collaborate with Patient Services Supervisor and Patient Services Manager to ensure highest level of customer service to Patients so they can access the services of LifeLong Medical Care.

This is a full time, 40 hours/week, benefit eligible position. Monday - Friday, ranging from 8 am to 5 pm. Bilingual English/Spanish highly preferred.

This position is represented by SEIU-UHW. Salaries and benefits are set by a collective bargaining agreement (CBA), and an employee in this position must remain a member in good standing of SEIU-UHW, as defined in the CBA.

LifeLong Medical Care is a large, multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. LifeLong Medical Care is an equal opportunity employer. We strongly encourage applications from women, people of color, and bilingual and bicultural individuals and members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition.

Benefits

Compensation: $21 - $24/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

COVID-19 Vaccine Policy

In accordance with LifeLong Medical Care's commitment to provide and maintain a workplace that is free of known hazards, we have adopted a Mandatory COVID-19 Vaccine Policy to safeguard the health of our employees and their families; our patients and visitors; and the community at large from infectious diseases, that vaccinations may reduce. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Order of the California State Public Health Officer. Unless a reasonable medical or religious accommodation is approved, all employees must receive COVID-19 vaccinations.

Responsibilities:
  • Greets patients in a pleasant and professional manner at all times.
  • Screens new patients over the phone for eligibility.
  • Schedules/reschedules appointments for patients according to patients preference and written protocols.
  • Verifies with every patient that all required information is accurate, including address, phone number, and insurance information.
  • Answers questions and registers new patients as appropriate.
  • Answers non-patient incoming calls and transfers to the appropriate location as defined by the call center procedures.
  • Monitors the call center queue to ensure calls are answered timely and appropriately logged in ready status.
  • Serves as back-up to call center as needed.
  • Assist in training new staff in the Patient Services Department
  • Assist in screening new uninsured patients for health insurance and other programs.
  • Performs other duties as assigned by the Patient Services Manager.
Qualifications:
  • Commitment to the provision of primary care services for the underserved with demonstrated ability and sensitivity in working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic and cultural origins.
  • Strong organizational, administrative, multi-tasking, prioritization and problem-solving skills.
  • Ability to work effectively under pressure in a positive friendly manner and to be flexible and adaptive to change.
  • Ability to effectively present information to others, including other employees, community partners and vendors.
  • Ability to seek direction/approval on essential matters, yet work independently with little onsite supervision, using professional judgment and diplomacy.
  • Work in a team-oriented environment with a number of professionals with different work styles and support needs.
  • Excellent interpersonal, verbal, and written skills.
  • Conduct oneself in internal and external settings in a way that reflects positively on LifeLong Medical Care as an organization of professional, confident and sensitive staff.
  • Ability to see how ones work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations.
  • Make appropriate use of knowledge/ expertise/ connections of other staff.
  • Be creative and mature with a can do, proactive attitude and an ability to continuously scan the environment, identifying and taking advantage of opportunities for improvement.

Job Requirements

  • High school diploma or GED.
  • Five years of experience in a Medical Office, hospital or Health Clinic services setting with multi-line telephone answering experience.
  • Proficient in Microsoft office Word, Excel, Outlook

Job Preferences

  • College degree in related field.
  • Community Health Center experience.

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