Medical Office Rep I Float

CommonSpirit Health•Sacramento, CA

16h•Onsite

About The Position

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California, and an affiliate of Dignity Health, one of the largest health systems in the nation. With over 130 clinics across California, the foundation provides comprehensive, high-quality, patient-centric healthcare services. The Medical Office Representative Float role is crucial for providing excellent customer service to patients, physicians, and visitors. This position serves as the primary phone contact for incoming calls, effectively communicating and distributing messages. Success in this role requires enthusiasm, efficiency, and empathy for patients. It is an ideal opportunity for individuals looking to grow their career in healthcare, involving various clerical duties and floating to different clinic locations based on business needs.

Requirements

High School Graduate General Studies, upon hire or High School GED General Studies, upon hire

Nice To Haves

Six (6) month's experience in an outpatient setting as a Medical Office Receptionist or an equivalent amount of experience in a high-volume customer service role in another industry/environment
6 months experience as a Phone Receptionist or Health Information Associate within Dignity Health Medical Foundation
Experience with multi-line phones/ACD phones

Responsibilities

Collect and update demographics and insurance information
Verify health plan eligibility
Take complete and accurate messages
Schedule mutually acceptable appointment times utilizing an electronic practice management system
Perform other clerical duties as needed and requested to support daily clinic operation goals, benchmarks, and quality patient care initiatives per departmental guidelines
Be assigned to various clinic locations based upon business need as a Float Medical Office Representative
Consistently demonstrate customer service expectations as outlined in the Dignity Health Medical Foundation audit tools
Consistently make eye contact and smile
Demonstrate active listening with a positive 'can do' attitude
Consistently be respectful, concerned, and show empathy
Use scripted greeting: "Thank you for choosing Mercy Medical Group this is (your name) how can I help you"
Use scripted closing at every interaction: "Is there anything else I can do for you" over the phone and as patients leave the clinic
Consistently and proactively greet patients when within 3 feet of them
Engage in professional business related conversations in patient areas and avoid personal conversations where patients may hear them
Consistently state first name and wear name badge above the waist
Keep patients informed about appointment delays and offer solutions every 10 minutes
Consistently demonstrate competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description
Meet or exceed telephone performance expectations consistently by answering within 3 rings and keeping abandonment rates below 5%
Verify and update patient demographics and insurance information
Take legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor
Accurately and timely schedule acceptable appointments / procedures per patient expectations and as outlined by department Supervisor
Accurately complete and document ROI, HIPAA, and other forms
Retrieve and prepare patient medical information as needed
Route, manage, prioritize, and complete tasks every hour or per specific expectations as outlined by department supervisor
Route appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor
Accurately collect / data entry of payments and provide a receipt
Follow all cashiering, batching, and end of day balancing procedures
Take self-initiative to identify opportunities and participate in improving physician efficiencies
Proactively involve others as appropriate in planning and prioritizing work
Quickly seek assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something
Consistently keep self informed and prepared for any situation
Quickly return calls and respond to requests (urgents within 1 hour, non-urgents by end of the day if received by 4:30 and before noon the next day if received after 4:30)
Take care of issues on the spot ASAP when they arise