Patient Care Coordinator
2 weeks ago
Salary: $21.00
Position Title: Customer Service Specialist
Department: Quality Improvement/Quality Assurance
Status: Full-Time, Union
Location: Not specified
Position Summary: This role demands exceptional interpersonal skills to engage effectively with patients, staff, and the community. The Customer Service Specialist is responsible for ensuring that every patient feels appreciated and comprehended, while collaborating with various departments to foster patience, empathy, active listening, and prompt follow-up. The ideal candidate must exhibit flexibility, organizational skills, and the ability to handle a high-volume workload with precision. Additionally, this position supports the organization's mission and adheres to all established policies and procedures, representing the organization positively at all times.
Key Responsibilities:
- Greet and welcome patients upon arrival.
- Assist patients with inquiries and guide them to the appropriate departments or personnel.
- Handle incoming calls, take messages, transfer calls, and provide information as needed.
- Manage communication campaigns and messages for targeted populations using available platforms.
- Provide translation services for patients when required.
- Support initiatives aimed at enhancing performance improvement measures.
- Ensure timely service delivery to patients and attend to their comfort during visits.
- Initiate and maintain communication with prospective patients, especially those with limited healthcare access.
- Make reminder calls to patients regarding upcoming appointments.
- Respond promptly to patient inquiries and follow up on issues to guarantee quality service.
- Collaborate with quality improvement teams and management to devise strategies for patient engagement and retention.
- Work with various departments to develop and implement community outreach plans and communication materials.
- Enhance patient communication regarding services to improve quality and reduce missed appointments.
- Utilize emerging technologies for patient engagement.
- Educate the community about available services and initiatives.
- Participate in community events to promote access to services.
- Maintain knowledge of eligibility and enrollment processes for various insurance programs.
- Uphold patient confidentiality and deliver high-quality customer service consistently.
Compliance with Standards:
- Adhere to timekeeping regulations and attendance policies.
- Maintain a clean and safe work environment.
- Follow safety and health policies and procedures.
- Ensure privacy and confidentiality of all patient and employee records.
- Display proper identification at all times.
- Treat all patients and colleagues with respect and dignity, adhering to non-discriminatory practices.
- Engage in work-related discussions only in appropriate settings.
- Avoid discussing sensitive topics in public areas.
Qualifications:
- High school diploma or equivalent; experience in a medical office is preferred.
- Typing speed of at least 45 words per minute; familiarity with MS Excel and EPIC is advantageous.
- Strong verbal and written communication skills; detail-oriented and organized.
- Able to work independently and collaboratively in a team-oriented environment.
- Previous experience in a community clinic or similar setting is a plus.
- Bilingual in English and Spanish is required.
- Ability to manage multiple tasks efficiently in a fast-paced environment.
- Experience in call centers or outreach teams is preferred.
- Exceptional attention to detail and ability to provide service to diverse populations.
- Adaptability to change and innovation.
- Ability to work effectively with team members.
- Willingness to travel to various locations for outreach and community events.
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