Patient Support Coordinator
1 week 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 customer service abilities when interacting with patients, staff, and the community. The Customer Service Specialist is dedicated to ensuring a positive experience for every patient, embodying values of patience, empathy, and active listening. The individual must demonstrate flexibility, organizational skills, and the capability to manage a busy workload accurately. Furthermore, 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 as they arrive.
- 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 individual outreach using messaging applications.
- Provide translation services for patients when required.
- Support initiatives aimed at enhancing performance improvement measures.
- Ensure timely services for patients and prioritize their comfort during visits.
- Initiate contact with prospective patients, especially those lacking healthcare access.
- Make reminder calls 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 develop strategies for patient engagement and retention.
- Work with various departments to create and implement community outreach plans.
- Enhance patient communication regarding services to improve service 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 for various insurance programs.
- Uphold patient confidentiality and deliver high-quality customer service consistently.
Standards of Conduct:
- Adhere to time card regulations and maintain attendance.
- Keep a clean and safe workspace.
- Follow safety and employee health policies.
- Maintain annual health screenings as required.
- Observe dress standards and display identification clearly.
- 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; training in a medical office setting is preferred.
- Typing speed of at least 45 words per minute; familiarity with MS Excel and EPIC is advantageous.
- Effective verbal and written communication skills; detail-oriented and organized.
- Able to work independently and collaboratively in a team environment.
- Previous experience in a community clinic, billing, or collections is a plus.
- Bilingual in English and Spanish is preferred.
- Ability to manage multiple tasks in a fast-paced environment.
- Experience in call centers or outreach teams is beneficial.
- Strong attention to detail and ability to communicate effectively with diverse populations.
- Adaptable to change and innovation.
- Willingness to travel to various locations for outreach and community engagement.
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