Medical Office Rep I Float

CommonSpirit Health•Sacramento, CA

1d•Onsite

About The Position

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. It is an affiliate of Dignity Health, one of the largest health systems in the nation. Dignity Health Medical Foundation works with physicians and providers across California to deliver comprehensive health care services to communities, supporting growth with investments in technology, physicians, and state-of-the-art medical facilities. Its 130+ clinics emphasize high-quality, patient-centric care with a focus on humankindness, aiming to create purposeful work settings for staff to advance in knowledge and experience. As a Medical Office Representative Float at Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, the role involves being the first point of contact for patients, physicians, and visitors, providing excellent customer service, and managing incoming calls. Key to success are enthusiasm, efficiency, and empathy. This position offers an opportunity for career growth in healthcare and requires the representative to be assigned to various 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

Collecting and updating demographics and insurance information
Verification of health plan eligibility
Taking complete and accurate messages
Scheduling mutually acceptable appointment times utilizing an electronic practice management system
Performing other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelines
As a Float Medical Office Representative you will be assigned to various clinic locations based upon business need
Consistently demonstrates customer service expectations as outlined in the Dignity Health Medical Foundation audit tools
Consistently makes eye contact and smiles
Demonstrates active listening with positive can do attitude
Consistently respectful, concerned, and shows empathy
Uses scripted greeting: "Thank you for choosing Mercy Medical Group this is (your name) how can I help you"
Uses 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 greets patients when within 3 feet of them
Engages in professional business related conversations in patient areas and avoids personal conversations where patients may hear them
Consistently states first name and wears name badge above the waist
Keeps patient informed about appointment delays and offers solutions every 10 minutes
Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description
Meets or exceeds telephone performance expectations consistently by answering within 3 rings and keeping abandonment rates below 5%
Verifies and updates, patient demographics and insurance information
Takes legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor
Accurately and timely schedules acceptable appointments / procedures per patient expectations and as outlined by department Supervisor
Accurately completes and documents ROI, HIPAA, and other forms
Retrieves and prepares patient medical information as needed
Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor
Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor
Accurate collection / data entry of payments and provides a receipt
Follows all cashiering, batching, and end of day balancing procedures
Self initiative to identify opportunities and participate in improving physician efficiencies
Proactively involves others as appropriate in planning and prioritizing work
Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something
Consistently keeps self informed and prepared for any situation
Quickly returns calls and responds 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
When issues arise they are taken care of on the spot ASAP