JOB PURPOSE:
The Patient Communications Representative participates in a culture that nurtures, recognizes, reinforces, and celebrates superior customer service. The incumbent responds to and resolves on the first call patient inquiries and issues by identifying the topic and type of assistance the caller needs, such as: appointment, eligibility, medical records, clinic consult, or referral. This includes accommodating the patient care needs by scheduling appointments with an El Rio provider, directing the patient to the appropriate level of care, processing messages for El Rio providers in NextGen EMR, researching referrals, taking patient complaints, and answering general questions about El Rio services and programs. In this role the Patient Communications Representative completes these job functions in support of clinical operations at a location assigned by management.
An employee in this position routinely works with general supervision and review, and any work problems involving departures from standard policies, interpretations, or procedures are reviewed with the supervisor for resolution.
ESSENTIAL JOB FUNCTIONS:
QUALITY
- Performs patient requests by following scheduling guidelines, and scripts for the appropriate disposition of calls (e.g., scheduling appointments for Dental, Pediatrics, Internal Medicine, Family Medicine, OB/GYN and Specialty).
- Some work is completed without established procedures
- Basic tasks are completed without review by others.
- Supervision/guidance is required for higher level tasks
- Research issues across multiple databases and work with clinic and other departments to resolve customer issues and/or partner with others to resolve escalated issues.
- Processes messages for providers and nurses, initiates patient’s requests for a referral and answering or referring queries. Messages are clear, brief, and concise with no misspelled words. Uses approved medical abbreviations.
- Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.
- Displays a positive attitude toward all department providers, supervisors and all staff members.
- Always strives to anticipate by listening carefully, understanding, and fulfillment of patient’s needs.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION:
- A High School Diploma or G.E.D.
EXPERIENCE:
- A minimum of one (1) years’ experience in healthcare related field, preferably in medical or dental appointment scheduling.
- Knowledge of medical and/or dental terminology.
- A minimum of one (1) years’ customer service experience, preferably in a call setting environment.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Preferred: Medical Assistant, Medical Office, or other healthcare certificate from an accredited school; or a degree from an accredited nursing program.
LANGUAGE SKILLS:
- Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
- Ability to effectively present information on the phone to patients, providers, and other employees of the organization.
- Preferred: Bilingual in English/Spanish
COMPUTER/MATHEMATICAL SKILLS:
- Working knowledge of personal computers; Microsoft Work, Outlook, and Internet required.
- Knowledge of NextGen or QSI Dental preferred.
- Ability to add/subtract/multiply/divide in all units of measure, using whole numbers, common fractions and decimals.
El Rio Health is a diverse and inclusive organization. We are invested in helping you and your family Create Tomorrow.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
El Rio Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.
It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.
El Rio Health requires all employees (except those 100% working remotely) to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. If the prospective employee does not possess this prior to hire, fingerprint application must be completed within 7 days post hire.
All employees are strongly recommended to obtain Bivalent COVID-19 vaccine, and maintain vaccination status (i.e. boosters as recommended by CDC and/or other public health agencies) to include an Influenza vaccination.
Subject to exemptions and accommodations when required by law, all employees are required to follow El Rio Health Clinic’s masking and PPE policies (N95 preferred) when interacting with patients, co-workers, visitors, vendors, etc.
All employees are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.
El Rio Health is a Non-profit 501 (c3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.
Job Type: Full-time
Pay: $15.25 - $18.66 per hour
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Schedule:
Experience:
- healthcare related: 1 year (Required)
- customer service: 1 year (Required)
Ability to Relocate:
- Tucson, AZ 85701: Relocate before starting work (Required)
Work Location: In person