Patient Communication Center Specialist Lead-Baseline West

6 days ago

Phoenix, Arizona, United States Mountain Park Health Center Full time $60,000 - $90,000 per year

The Patient Communication Specialist (PCS) Lead is the first point of contact for the patients, the public, and other entities communicating with Mountain Park Health Center. The PCS Lead is responsible for answering contacts from inbound phone calls, text messages, and chat and documenting those contacts using the appropriate computer systems. Additionally assists supervisor in day-to-day administrative work. The PCS Lead will spend time working on and off the phone helping lead the Patient Communication Specialists.

Essential Functions

  • Keeps staff informed of new or updated standards, systems, procedures, forms and manuals through staff meetings and verbal and written communications.
  • Suggests alternative methods and procedures for solving problems.
  • Assists with holding team accountable for their performance.
  • Collaborates within teams to provide comprehensive training for staff, ensuring training model is patient-centered and mission-focused.
  • Works as an extension of their manager, both addressing issues or barriers in real time and providing feedback to the manager about issues and barriers they are addressing.
  • Receives and processes multiple incoming phone calls.
  • Sets patient appointments to meet with their Primary Care Provider or care team.
  • Assist patients with registering, scheduling, canceling, and updating appointments.
  • Supports and performs the duties of a Patient Communication Specialist
  • Maintains regular and predictable attendance.
  • Performs other duties as required and adheres to schedule.

Position Qualifications

Minimum Qualifications:

  • 3+ years of call Center experience.
  • High school diploma or general education degree (GED)

Preferred Qualifications:

  • 6 months of lead/supervisory experience. Experience can include informal leadership such as teaching or coaching.
  • 6+ months of experience in the healthcare revenue cycle, financial counseling, or insurance verification.
  • 6+ months of experience in collections or a related financial field.
  • 1+ year experience using various call center software such as Customer Relationship Management (CRM) or Telephony system
  • Bilingual in both English and Spanish.

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