Job description

POSITION SUMMARY:
The Patient Services Representative is responsible for answering and routing all incoming calls, setting and rescheduling of appointments, sending messages to providers and support staff for follow up while providing excellent customer service to all of our potential and established patients. The Patient Services Representative is an integral part of the clinical health care team. The Patient Services Representative reports to the Patient Services Manager.

SPECIFIC DUTIES:
Schedules appointments to the correct clinic/provider by paying attention to detail prior to
scheduling the appointment.

• Ability to update patient demographics as assigned by Supervisor/Manager.
• Ability to screen patients’ needs and assign to correct PCP for all CMC clinics.
• Ability to assist and enroll patient into the patient portal to promote access.
• Follows protocols and Patient Services Guidelines given by Supervisor/Manager for

handling calls and routing effectively using the procedures given.

• Able to ask questions if there is a lack of understanding on procedure
• Handles patient complaints by following protocol while attempting to resolve the

complaint prior to escalating the call to the call center or clinic manager.

• Pays attention to calls in the queue while multi tasking with the ability to handle the call

volume.

• Outreach to assigned members who are not center users
• Provides new patient access for first appointment support
• Facilitate patients with primary provider team to support empanelment and patient

continuity.

• Processes Preventive Services scheduling.
• Operational Outbound Support: to confirm appointments, communicate after hours

messaging.

• Input patient information and schedule appointments on waiting lists.
• Portal support and transmit from Provider Call-In Line.
• Participates in meetings as required
• Travels as needed to different sites as assigned
• Performs other tasks as assigned

MINIMUM REQUIREMENTS:

• Completion of high school or possession of GED
• At least one year of full-time experience working in a call center, customer service, or

medical position OR medical receptionist or medical assistant training program

certificate. Call center work experience is preferred.

• Ability to handle a high volume of calls quickly and effectively.
• Ability to communicate effectively in English and Spanish; verbal and written
• Ability to work with computers and data entry. Ability to type 35 wpm and a typing

certificate is preferred

• Valid California Driver's License, proof of insurance and personal transportation
• Listens skillfully and displays a willingness and ability to acknowledge the needs,

expectations and values of others through the use of reflective listening and empathy

conveyance. Responds to needs in ways that are helpful and beyond expectation.

• Communicate effectively by using welcoming words, proper tone of voice, appropriate

body language, eye contact and smiling with every interaction

• Ability to provide excellent customer service that is reflective of a culture that values

trust and respect

PERFORMANCE REQUIREMENTS:

• Knowledge of business office procedures
• Knowledge of grammar, spelling, and punctuation to type patient information
• Skill in operating computer, photocopy and facsimile (FAX) machine
• Skill in greeting patients and answering the telephone in a pleasant and helpful manner
• Ability to communicate clearly
• Ability to sort and file materials correctly by alphabetic or numeric systems
• Ability to establish and maintain effective working relationships with patients,

employees, and the public

TYPICAL PHYSICAL DEMANDS:
Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 35 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a computer, calculator, telephone, copier, and such other office equipment as necessary. Vision must be correctable to 20/40 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment which can be very stressful.

TYPICAL WORKING CONDITIONS:
Work performed in reception, medical records, and cashier areas. Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive. Contact involves dealing with sick people. Frequent exposure to communicable diseases, toxic substances and other conditions common to a clinic environment.

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