Medical Office Rep I Float

Dignity Health Medical Foundation•Sacramento, CA

23h•Onsite

About The Position

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health – one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. Our 130+ clinics across the state of California deliver high-quality, patient-centric care with an emphasis on humankindness. Through affiliations with Dignity Health hospitals, along with our joint ventures and partnerships, we offer a robust, state-of-the-art health care delivery system in the communities we serve. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service. As a Medical Office Representative Float at our Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, you’ll be the first to greet and prove excellent customer service to our patients, physicians and other visitors. You will be the primary phone contact for incoming calls to the clinic and effectively communicate and distribute all messages. Your success in this role comes from your enthusiasm to help others, work efficiently, and your empathy for our patients. This is the perfect opportunity if you are interested in growing your career in healthcare.

Requirements

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

Nice To Haves

Six (6) month's experience in an outpatient setting as a Medical Office Receptionist
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

Greet and provide excellent customer service to patients, physicians, and other visitors.
Serve as the primary phone contact for incoming calls to the clinic.
Effectively communicate and distribute all messages.
Collect and update patient 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.
Be consistently 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%.
Accurately and timely 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 and enter 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).
Address issues on the spot ASAP when they arise.