The posting
JOB PURPOSE: The Patient Communications Representative’s (PCR) primary goal for El Rio Health is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions. The Patient Communications Representative responds promptly and effectively to patient inquiries, identifying their needs and providing appropriate assistance, whether scheduling appointments, directing to the correct level of care, or addressing general inquiries about El Rio Health services and programs. Essential Job Functions:
Addresses patient concerns, complaints, and conflicts in a professional and empathetic manner, escalating complex issues to appropriate personnel when necessary. Coordinates and schedules patients' appointments accurately following established processes for all specialties under the scope of Patient Communications Department. Adheres to HIPAA regulations and clinic policies regarding patient privacy, confidentiality, and security of medical information. Research issues across multiple databases and work with clinics and other departments to resolve customer issues and/or partner with others to resolve escalated issues. Manages messages for providers and nurses, initiate patient requests for referrals, and respond to or appropriately refer inquiries. Achieves the performance goals established by the Department for Quality, Adherence, and Customer Satisfaction. Verifies patients' insurance coverage and including eligibility. Also educate patients about forms that may need to be completed during or prior to their visit. Educates patients about clinic services. Communicates effectively with physicians, nurses, all department personal and other healthcare professionals to facilitate smooth patient care and coordination of services. Maintains positive levels of communication, both verbally and written, with management and co-workers demonstrating AIDET Service Excellence Training. Always practices active listening to understand and provide first call resolution. Maintains exceptional level of customer service; addresses and resolves complaints; serve as an example by providing excellent service to internal and external customers, employees, and patients. Demonstrates and models El Rio Behavioral Standards in all interactions with patients, co-workers, and visitors. Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position. Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.
Minimum Education and Experience:
High School Diploma or G.E.D. One (1) year of customer service experience
If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job. Required Licenses, Certifications, and Registrations:
Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment. Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.
Preferred Education, Experience, Skills, Abilities:
Two (2) years of customer service experience One (1) year of experience in a healthcare related field, preferably in medical or dental appointment scheduling. Knowledge of medical and/or dental terminology. Bilingual (English/Spanish) with the ability to speak, read and write in both languages.
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, 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. 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(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.
