Healthcare Customer Service Representative (59360)

Summary of Position:

The HCSR will be the first telephone point-of-contact for Circle the City patients. Responsible for answering inbound calls for various Circle the City services including the Medical Respite Centers, the Family Health Centers, and the Medical Mobile Outreach Programs. The HCSR is committed to providing exceptional patient experience while ensuring maximum productivity. The HCSR will handle all patient inquiries including, but not limited to, scheduling and/or rescheduling of appointments, conducting follow-up calls with patients, resolving patient questions or concerns regarding medication refills, insurance verifications, and other activities to satisfactorily resolve patient requests. Requires discretion, courtesy, and the ability to direct the conversation to keep a busy telephone system moving.

Essential Duties:

• Schedules patients' appointments appropriately according to standard work process.
• Schedules appointments using current electronic health record (EHR).
• Reviews appointment date, time, location, and provider name with patient for accuracy.
• Reviews list of materials for patients to bring to appointment when necessary (i.e. identification card, insurance cards, forms, medication bottles, etc.)
• Performs initial telephone screening of patients and promptly directs urgent phone calls to the triage nurse as needed per protocol. In case of an emergency, the HCSR will advise the patient to hang up the phone and call 911.
• Calls patients to confirm next day's appointments.
• Reschedules appointments as needed.
• Takes messages for the care team, transfers calls to other departments within the facilities, and escalates other unresolved patient requests to the appropriate team member or leader.
• Occasionally supports the care team with handling administrative duties such as following up on specialty referrals and obtaining pertinent medical records.
• Participates in outbound projects that reengage and take a more proactive approach to managing unique patient populations.
• Attend and actively participate in staff meetings and training seminars as required.
• Completes trainings as required.
• Must adhere to the attendance policy and procedures.
• Performs other related duties as assigned by the direct supervisor.

Skills and Qualifications:

• Excellent communication skills - oral and written. Ability to interact effectively with staff and patients.
• Demonstrates excellent computer skills, keyboard familiarity, and able to work within multiple applications (Microsoft Word, Excel, Outlook, and EHR).
• Familiar with operating multi-line phone system.
• Innovation: Much of the work is routine, however, may occasionally be involved in projects requiring new ideas or approaches.
• Provides feedback on daily issues and participates in short-term planning with other team members or departments.
• Must adhere to the attendance policy and procedures.
• Knowledge of medical terminology.
• Ability to handle confidential information.
• Exercise independent judgement and discretion.
• Have a pleasant and courteous tone of voice.
• Ability to handle frequent interruptions and deal effectively and calmly in stressful situations.
• Detail-oriented with the ability to prioritize.
• Respect and empathy for the diversity of the patients and staff of the clinic.
• Ability to interact positively with fellow staff members.
• Excellent verbal and written communications skills required in English and Spanish.