Patient Service Representative - Full Time Flex Schedule

Summary: The Patient Service Representative is responsible for providing top notch over the phone customer service to each person who contacts the clinic, and consistently strives to provide accurate, friendly and quick patient communications enhancing their ability to respond to more patients in the queue.   The Patient Service Representative must ensure patients are scheduled per procedures, saying “yes” to same days when possible, utilizing job aids to determine ability and necessity to Express Book, have the patient triaged by a nurse, or schedule a future appointment.  Patient information documented by the Patient Service Representative must be accurate and complete.  The Patient Service is required to provide safe, high-quality customer service while maintaining compliance with all federal grants, federal and local law, HIPAA and HHC policies and procedures.

*Must be able to work a flex schedule between 8:00am - 7:00pm Monday - Friday.  Spanish Speaking Required

Job Responsibilities:

• Answer patient phone calls following Standards of Communication at all times providing accurate information while not providing medical advice.
• Dispatch all calls appropriately and in timely manner with respect and regard for the caller and staff person, i.e. receiver of the call.
• Disseminate messages to the appropriate and specific source in a timely and precise manner, using the communication method required (e.g. telephone encounters to care teams).
• Have a thorough knowledge of Clinic Protocols, Policies, Procedures, and Services.
• Input patient information in a precise and accurate manner following clinic policies and procedures.
• Responsible for routing calls and providing a level of professional service that exceeds customer’s expectations.
• Maintains confidentiality with respect to proprietary information, patient information and employees as patient’s information.
• Bring any patient concerns or complaints to the immediate attention of the Business Operations Manager and or Patient Advocate.
• Responsible for tracking, monitoring, and reporting phone data and taking action on the data to improve metrics (i.e., abandon call rate).
• Responsible for meeting phone data and service benchmarks established by the organization and managed through the Business Operations Manager.
• Actively participates as a member of an organization Team when the opportunity presents itself, such as Workplace of Choice or Safety Committee, and continues to further their own education related to their role within the organization.
• Completes required trainings on time (Relias and Vroom Trainings).
• Works openly with the Business Operations Manager, providing suggestions for improvements or enhancements to current processes, suggesting new processes, and by providing innovative and creative solutions supporting organizational and departmental goals.
• Exemplifies, supports, and promotes the organizations’ Standards of Behavior as well as models and promotes direct conversations and peer accountability.
• Other duties as assigned.

Qualifications:

• High school diploma or GED required.
• Superior customer service, time management, and organization skills required. Excellent grammar and attention to detail required.
• 1-2 years’ experience in prior customer service role required.
• Bilingual (English/Spanish) required
• Prior experience in medical office setting preferred.
  
• Ability to understand and respond to patients and families with cultural sensitivity is required.

Physical and Mental Demands of the Job:

All employees, including those who become disabled, must be able to perform the essential job function listed below, either unaided or with the assistance of a reasonable accommodation. The functions listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. These essential functions document does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

• Talking: The ability to speak effectively.
• Average Hearing: The ability to hear average conversations and respond accordingly.
• Repetitive Motion: The employee is regularly required to sit; use hands to finger, handle, or feel. The employee is required to stand; walk; reach with hands.
• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up objects and pinching fingers together.
• Average Visual Abilities: Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.
• Working Conditions: Works in a well-lit, climate-controlled environment. The noise level in the work environment is usually high. Potential exposure to infectious disease is possible.
• Physical Strength: The employee must occasionally lift and/or move up to 10 pounds.
• Mathematical Ability: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  This is not an exhaustive list of all duties and responsibilities associated with this job. Hunter Health Clinic Inc. reserves the right to amend and change responsibilities to meet business and organizational needs.