LifeLong Medical Care

Patient Services Assistant

Job Locations US-CA-Berkeley
Posted Date 1 month ago(1/17/2018 11:31 AM)
ID
2018-1654
# of Openings
1
Category
Healthcare

Overview

Lifelong is looking for a Patient Services Assistant to work at our Berkeley site. This is a full-time benefited position, working 40 hours a week. The Patient Services Assistant (PSA) provides administrative support and project coordination for the Patient Services Department. The PSA also serves as LifeLong’s Patient Grievances Coordinator. Reporting to the Director of Patient Services, this position collaborates regularly with call center and other Patient Services staff, Center Managers and Supervisors, and other key staff in order to ensure the highest level of customer service to patients.

 

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 16 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 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

Patient Grievance Coordination

  • Serves as LifeLong’s Patient Grievances Coordinator for patients and health plans.
  • Respond to, document, track and manage patient grievances
  • Serve as first point of contact for LifeLong’s Patient Grievance line and communicate directly with patients on issues within mandated timeframes
  • Work with clinic management to ensure timely follow-up and completion
  • Draft and send patient letters and record in EPM/EHR
  • Serve as liaison with Health Plans to ensure grievance deadlines are met.
  • Generate monthly grievance reports and assist with reporting to the Quality Improvement Committee

 

Call Center Administrative Support

  • Serve as administrative support to the Call Center including: drafting and updating procedures and protocols, sending weekly updates to relevant staff, keeping meeting minutes, and other administrative functions.
  • Responsible for running and distributing daily, weekly and monthly performance reports for the Call Center and other key staff on performance metrics, appointment availability, and other reporting needs utilizing Excel and other Microsoft programs.
  • Track and update master Provider/NPI list from Uforms.

 

Support Patient Services Department

  • In consultation with the Director Patient Services, coordinate patient behavioral warning letters, patient discharges and readmission requests. Duties include responding to requests from clinic management and generating, sending, tracking and managing these requests.
  • Coordinate patient correspondence requests for provider departures, PCP changes and/or new providers. Work with clinic management to determine distribution lists utilizing i2i tracks database, generate and send letters.
  • Assist with supporting other annual projects including Medicare Part D health fair appointments and the Berkeley Holiday Fund.
  • Performs other duties as assigned.

Strong organizational, administrative, multi-tasking, prioritization and problem-solving skills Work independently with little supervision, using professional judgment and diplomacy Excellent interpersonal, verbal, and written skills Performs other duties as assigned

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.
  • Strong organizational, administrative, multi-tasking, and prioritization skills.
  • Ability to work effectively under pressure in a positive friendly manner while juggling multiple tasks.
  • Strong problem-solving skills, and ability to be flexible and adaptive to change.
  • Ability to effectively present information to others, including patients, other employees and community partners.
  • Ability to work independently with little supervision, using professional judgment and diplomacy, yet seek direction/approval on essential matters.
  • Ability to see how one’s work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations.
  • Be creative and mature with a “can do”, proactive attitude, and excellent customer service skills.
  • Ability to work in a team-oriented environment with staff with different work and communication styles.

 

Job Requirements     

  • Associates degree or equivalent combination of education and/or experience.
  • Proficient in Microsoft office especially Excel, Word and Outlook. Must be comfortable utilizing and reporting in Excel regularly.
  • At least one-year of experience in an administrative role within a healthcare or other related Non-Profit setting.

 

Job Preferences        

  • Bachelor’s degree
  • 1-2 years of experience in Non-Profit or Community Health Center.
  • Bilingual – Spanish/English

 

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