Customer Service Coordinator

7 days ago

Oakland, California, United States La Clínica de La Raza Full time
Job Summary

We are seeking a highly motivated and customer-focused Human Service Specialist to join our team at La Clínica de La Raza. As a key member of our healthcare team, you will be responsible for delivering exceptional frontline service to our patients, ensuring a memorable and hassle-free experience.

Main Responsibilities
  • Customer Service
    • Greet patients, determine the purpose of their visit, and register them in our electronic system.
    • Determine the source of payment by verifying program eligibility in government or insurance plans.
    • Resolve patient complaints or escalate them to the appropriate person.
    • Participate in problem-solving to meet targets for revenue and customer satisfaction.
    • Answer telephone inquiries and provide information or route calls to the appropriate person or department.
  • General Office Duties
    • Perform general office tasks such as sorting mail, filing, and photocopying.
    • Receive and route messages or documents to the appropriate staff.
    • Retrieve and enter data into our medical records system.
    • Assist patients in completing forms.
    • Operate standard office equipment, including computers, calculators, fax machines, and copy machines.
    • Screen and monitor requests, completing or routing them as assigned.
    • Inventory stock, order, and verify receipt of medical, lab, or office supplies or equipment.
    • Perform record-keeping duties as required.
  • Commitment to Quality
    • Contribute to a welcoming clinical space and healthy work environment through proactive relationship building, direct communication, and sound judgment.
    • Communicate and work effectively with all members of the care team to best serve patients.
    • Participate fully in huddles, staff meetings, team-building activities, and assigned development opportunities.
    • Adhere to La Clínica's ethical and professional standards, including policies and procedures.
    • Complete required trainings and policy acknowledgments in the granted timeframe.
    • Perform other related duties as required.
    Requirements
    • Knowledge
      • Knowledge of basic medical/dental terminology and office procedures and processes.
      • Effective approaches to customer service delivery.
      • Modern medical office and computer systems and applications, especially MS Word and Outlook.
      • Knowledge of Electronic Health Records and Electronic Practice Management systems preferred.
      • Knowledge of general practice and procedures of bookkeeping, accounting, auditing, and computer systems.
    • Abilities
      • Demonstrated good judgment in identifying effective solutions or approaches to customer service-related problems.
      • Ability to maintain strict confidentiality regarding patient information.
      • Clear and effective written and verbal communication skills in English.
      • Ability to follow oral and written instructions.
      • Bilingual in English and Spanish preferred.
      • Ability to perform arithmetic calculations.
      • Minimum typing speed of 25-30 wpm.
      • Self-motivated and able to work independently as well as collectively to complete daily tasks.
      • Ability to perform detailed administrative work methodically with speed and accuracy.
      • Demonstrate flexibility and ability to accept changes gracefully.
      • Ability to work professionally and collaboratively in a team environment.
      • Ability to communicate and work congenially with people from various ethnic, socio-economic, and educational backgrounds and life experience.
      • Ability to participate with other staff in Saturday and evening rotation.
    • Other Certifications and Experience
      • High school diploma/equivalent.
      • One year of experience in a clinical or similar professional office setting.
      • Meet all health clearances required for healthcare settings.
      • Experience with public medical assistance programs (Medi-Cal, Disability, etc.) including eligibility criteria; or credit and collection work for medical assistance through personal interview.
      • Certification in Application Assistance (CAA) preferred.

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