LifeLong Medical Care

Patient Services Representative

US-CA-Berkeley
1 month ago
ID
2017-1577
# of Openings
1
Category
Customer Service/Support

Overview

LifeLong Medical Care is looking for a full time Patient Services Representative to work out of our call center in Berkeley. The Patient Services Representative serves as front-line phone staff and “navigators” for our patients, their caregivers and other healthcare entities in our busy Patient Services Call Center. Answer incoming calls, register patients and schedule appointments, triage calls to different departments including urgent calls, document and task messages and other notes in patients’ Electronic Health Record (EHR). Perform other Patient Services Department duties as needed.


LifeLong Medical Care is a large, multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have 10 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. LifeLong Medical Care is an Equal Opportunity Employer.

 

Benefits
We offer competitive salaries and excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including nine paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Responsibilities

  • Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
  • Ensures and promotes excellent customer service to all internal and external customers.
  • Answers incoming calls and responds to all callers’ inquiries; monitors call center queues to ensure calls are answered in a timely manner and executed correctly
  • Utilizes NextGen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
  • Schedules/reschedules appointments for patients.
  • Triages calls based on established procedures including urgent medical calls. Pages health center staff as needed.
  • Screens new patients over the phone for eligibility and registers as appropriate.
  • Maintains established Key Performance Indicators (KPIs) for call volume, call duration and call quality in a fast-paced, busy call center that receives over 26,000 calls per month.
  • Verifies current demographics and insurance information with every patient, enrolls patients in LifeLong Patient Portal, and updates information in system as necessary.
  • Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
  • Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
  • Answers questions and provides general information, refers to appropriate resources.
  • Assists with training and onboarding of new Patient Services Representatives
  • Performs other related duties as required.

Qualifications

  • Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. Ability to show empathy to patients with complex health needs.
  • Excellent customer service skills using a positive, proactive, “can-do” approach.
  • Ability to work effectively and calmly under pressure in a positive, friendly manner.
  • Ability to work in a fast-paced environment and juggle multiple tasks.
  • Strong problem-solving skills, and ability to be flexible and adaptive to change.
  • Ability to work in a team-oriented environment with staff with different work and communication styles.

 

Job Requirements     

  • One (1) year of multi-line telephone experience and/or one (1) year experience as medical receptionist with scheduling and telephone experience.
  • Bilingual in English and Spanish a must.
  • High school diploma/GED.
  • Demonstrated computer skills with standard office software (MS Office) and typing speed of at least 30 WPM.
  • Ability to read and comprehend instructions, procedures, emails and memos.
  • Ability to abide by LifeLong’s Organizational Standards for conduct and attendance.
  • Knowledge of basic medical terminology.
  • Ability to effectively present information verbally and in written communications to patients and staff.

 

Job Preferences              

  • At least one-year of experience in a healthcare setting preferred including experience in private practice, or a Community Health Center.
  • Ability to work evening and weekend hours as needed, with ample advance notice.

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