Patient Communications Specialist - South Zanesville - Full Time

MVHC•Zanesville, OH

3d•Onsite

About The Position

Muskingum Valley Health Centers (MVHC) is hiring a Patient Communications Specialist to support its daily business activity by operating a multi-line telephone unit, receiving and routing calls and faxes, and performing clerical duties in accordance with regulatory and organizational requirements. The specialist schedules preventive or annual well-check appointments for new and existing patients and helps callers and patients connect with the appropriate staff or service line. The role requires a professional, pleasant, and efficient approach to patient communications, including gathering necessary information, answering routine questions, verifying insurance information, and responding appropriately to difficult situations. The specialist maintains patient confidentiality and record security, follows MVHC policies and procedures, and supports the organization’s mission and values. This is a full-time position in an office environment in South Zanesville, with 38.75 working hours per week and possible non-traditional hours. MVHC is a local, nonprofit, community-owned health care organization serving communities in Muskingum, Morgan, Coshocton, and Guernsey counties. The organization has more than 500 staff and providers.

Requirements

High school diploma.
Good written and verbal communication skills.
Good computer skills, including proficiency with office equipment, personal computers, and word processing.
Ability to multitask.
Electronic Health Record knowledge.
Strong critical thinking skills.
Knowledge of general office procedures and practices.
Ability to operate a multi-line telephone.
Ability to read, write, and understand English well.
Ability to use software designated by the practice.
Ability to deal with upset or disgruntled patients and deescalate situations.
Normal coordination and visual and aural attention for the standard flow of work; good visual acuity, with or without correction.
Manual dexterity and ability to perform repetitive movements of the hands, wrists, and fingers.
Listening skills, sustained concentration, and efficiency under difficult situations.
Ability to lift and carry up to 20 pounds occasionally.
Ability to sit and stand for 1–2 hours at a time, for 8–10 hours a day, and walk approximately 30 minutes per hour throughout the day.
Ability to withstand pressure and respond to emergency situations as needed.

Responsibilities

Schedule appointments for new and existing patients, including preventive and annual well-check visits.
Operate a multi-line telephone unit and promptly answer calls in a professional, pleasant manner.
Receive and route telephone calls and faxes; transfer callers to appropriate staff members or service lines.
Determine callers’ needs, gather necessary information, answer routine questions, and forward other questions appropriately.
Develop and maintain patient relationships by helping patients feel at ease and providing assistance as needed.
Maintain professional, relationship-building etiquette when communicating with patients, third-party payers, hospitals, and other outside contacts.
Follow procedures for routine tasks and handle difficult situations appropriately, including helping deescalate interactions with upset or disgruntled patients.
Verify insurance information and perform data entry.
Maintain strict patient confidentiality and the privacy of patient information, as well as the security of records.
Concentrate and work effectively despite distractions while supporting patient flow.
Follow MVHC policies and procedures and cooperate with the MVHC Compliance Program.
Accept constructive feedback and work to improve performance.
Perform other duties as assigned.

Benefits

Comprehensive benefits package including medical, dental, vision, prescription drug, and a health savings account option for qualifying employees.
Insurance benefits available for employees and their families, regardless of what a spouse may be offered through their employer.
401(k) with employer match for qualifying employees.
Paid time off and seven paid holidays per year for qualifying employees.
Employer-paid life insurance.
Voluntary life insurance benefits.
Employee Assistance Program (EAP).
Educational Assistance Program for qualifying employees.
Access to a credit union.
Wellness program, including the ability to earn an insurance premium reduction for qualifying employees.
Monthly fitness membership stipend.
Work-life balance environment.
Employee satisfaction rating of 90%.