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Patient Communication Center Representative
2 months ago
The Patient Communication Center Specialist is the primary point of contact for patients, the public, and other entities communicating with Mountain Park Health Center. This role is responsible for answering contacts from inbound phone calls, text messages, and chat, and documenting those contacts using the appropriate computer system.
Key Responsibilities- Initial Contact and Communication: Receive and process multiple incoming contacts, greet patients, and direct them to the appropriate person or department to answer their reason for contact.
- Scheduling and Registration: Set patient appointments to meet with their Primary Care Provider or care team at one of our 10 clinic locations, in accordance with provider and/or department requirements. Assist new patients in registering with Mountain Park Health Center, verifying patient demographics and insurance information, and updating changes as needed.
- Message Taking and Documentation: Take complete and accurate messages, and document all communication through the appropriate computer system.
- Call Resolution and Support: Ensure calls from outside clinics/doctors' offices reach the correct department for call resolution, respond to general questions and inquiries, and provide support to patients by connecting with the On-Call Providers as necessary.
- Patient Outreach and Relations: Conduct patient outreach as needed, promote positive patient/guest relations in accordance with MPHC policies, and provide a high level of quality in personal attention and service to patients, the public, and co-workers.
- Collaboration and Communication: Maintain collaborative relationships with patients to help support and identify additional ways to be of service and ensure the customer is satisfied. Work in conjunction with care teams across the MPHC organization.
- Compliance and Safety: Comply with MPHC Safety Policies and Procedures, maintain familiarity with and abide by all established facility and departmental policies and procedures, and conduct themselves in a manner consistent with the Mission Statement and Values of MPHC.
- Education: High school diploma, G.E.D. or equivalent.
- Experience: Experience in medical reception or healthcare, familiarity with performance metrics, considering alternative solutions to patients, knowledge of medical terminology, and English fluency.
- Preferred Qualifications: 6 months Call Center experience, experience using Call Center software such as CRM or Telephony systems, and bilingual (Spanish/English or Somali/English).
