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Healthcare Customer Service Specialist
2 months ago
Position Objective:
The Patient Care Representative serves as a vital resource in providing exceptional customer support to patients and clients at JWCH Institute. This position is the first point of contact for individuals seeking assistance, appointment scheduling, and service information. The representative addresses patient inquiries, resolves issues, and ensures a positive experience throughout the interaction. This role requires outstanding communication abilities, compassion, and a commitment to delivering high-quality care to all callers.
Key Responsibilities:
- Efficiently manage incoming calls from patients and clients, offering information and support regarding healthcare services.
- Provide accurate information about clinic offerings, appointment scheduling, billing questions, and general inquiries.
- Coordinate appointment scheduling based on patient requirements, availability, and provider preferences.
- Confirm patient information, insurance coverage, and service eligibility during the scheduling process.
- Assist patients in navigating the clinic's online portal for appointments, prescription refills, and accessing medical records.
- Address patient concerns and complaints with sensitivity, escalating complex issues to the appropriate personnel as necessary.
- Work collaboratively with clinic staff to facilitate patient care and ensure effective communication.
- Maintain precise patient records in the electronic health record (EHR) system.
- Adhere to privacy and confidentiality regulations to protect patient information.
- Participate in ongoing training to improve skills related to call center operations and healthcare services.
- Perform additional duties as assigned by the supervisor.
- Verify eligibility through state Medi-Cal, Health Plan, and MHLA websites.
Qualifications:
- High school diploma or equivalent (GED).
- Previous experience in a call center or customer service role, ideally within a healthcare setting.
- Strong verbal and written communication skills, with the ability to articulate complex information clearly.
- Excellent interpersonal skills to engage professionally and empathetically with patients from diverse backgrounds.
- Proficiency in computer systems, electronic health records (EHR), and various software applications.
- Ability to multitask, prioritize, and manage time effectively in a dynamic environment.
- Familiarity with medical terminology, healthcare insurance, and appointment scheduling procedures.
- Dedication to providing outstanding customer service and ensuring a positive patient experience.
- Experience with Windows-based computer applications.
- Capability to communicate effectively with a diverse patient population and collaborate well within a team.
- Typing speed of at least 40 words per minute.
- Bilingual in Spanish and English.
Physical Requirements and Work Environment:
- Extended periods of sitting.
- Frequent keyboard typing.
- Regular phone interactions.
- Occasional lifting of up to 35 pounds.
- Requires manual dexterity and eye-hand coordination.
- Normal range of corrected vision and hearing.
- Ability to work under stressful conditions.
*All JWCH Institute team members are encouraged to be fully vaccinated and boosted against COVID-19.
Employee Benefits:
JWCH Institute, Inc. offers competitive salaries for all positions. Employees working 30 or more hours per week receive a monthly allowance for medical, dental, and vision premiums. Additional benefits include sick leave, vacation time, paid holidays, a 401(k) Safe Harbor Profit Sharing plan, mileage reimbursement, short and long-term disability plans, life insurance, employee parking, and more.
JWCH Institute is an Equal Opportunity Employer.
