Patient Operations Lead

Harbor Community Clinic•Long Beach, CA

45d

About The Position

This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Experience Specialist Lead is primarily responsible for the day to day operation of the front office for a clinic location and overall administrative and billing support for the health center(s).

Requirements

High school diploma or equivalent.
Minimum of 3 years’ experience in a medical front office position.
Have proficient knowledge of insurances (Medi-Cal, Family PACT, CHDP, MediCare, Denti-Cal, HMOs).
Bilingual English/Spanish.
Current Basic Life Support (BLS) Certification by the American Heart Association.
Experience with electronic health records (EHR), eClinicalWorks preferred.
Experience at Federally Qualified Health Center required.
Must have a high level of accuracy, excellent analytical, problem solving and time management skills, and possess strong organizational skills.
Committed to providing an exceptional experience in all interactions
Ability to understand and manage patient appointment schedules in order to optimize patient flow and provider/staff productivity.
Must have strong analytical and problem solving skills.
Must have proficient computer skills including Microsoft Office abilities, with intermediate Excel skills.
Must have the willingness and ability to adapt to change including advances in technology.
Ability to handle multiple tasks and be highly organized and detail-oriented.
Committed to the mission of Harbor Community Clinic.

Responsibilities

Respond to and address emails and other electronic messages in a timely manner.
Verify and ensure eligibility and insurance are completed for all patient visits.
Ensure patient demographics and insurance information are accurate and complete in the EHR.
Scrub provider schedules daily to verify accuracy, reason for visit, duplicate appointments, and appropriate time slots.
Conduct chart audits, reviewing for duplicate or incorrect appointments.
Greet and acknowledge patients and visitors with professionalism, respect, and a calm demeanor.
Ensure accurate and timely patient check-in and check-out processes.
Ensure all patient registration forms are completed, scanned, and uploaded into the patient chart.
Verify and update demographics and insurance as needed.
Handle monetary transactions (cash, credit, or debit) for copays and self-pay patients.
Collect, store, and process all required Sliding Fee program documentation according to policy.
Ensure all Meaningful Use data is obtained, updated, and verified in the EHR daily.
Maintain department policies and ensure procedures meet HIPAA compliance and current industry standards.
Train, mentor, and monitor new Patient Experience Specialists to ensure quality performance and adherence to standards.
Provide ongoing support and guidance to front office staff.
Assist managers in maintaining front office workflows, standards, and quality benchmarks.
Be prepared to assist in the resolution of patient and/or staff issues promptly and professionally.
Ensure excellent customer service is consistently provided by all front office staff.
Inventory and order office supplies to ensure the front office is appropriately stocked.
Participate in internal and external audits and assist with related projects when necessary.
Monitor and address tasks in HarborCHC’s patient communication platforms according to established procedures.
Maintain department metrics and ensure adherence to call handling standards (e.g., call wait times and call duration) when stepping in to support the call center.
Answer phones and address patient concerns professionally, following up with proper documentation and notes in the EHR when assisting the call center.
Deliver messages and route calls from patients to the appropriate staff, ensuring accuracy and timely follow-up.
Effectively de-escalate patient complaints in person or over the phone using a calm and professional tone.
Demonstrate understanding of EHR scheduling processes and follow scheduling rules for efficiency and maximization of visits.
Convey practice protocols and policies effectively to patients and callers.
Maintain accurate documentation and follow established workflows for all assigned tasks.
Perform other administrative or operational duties as directed to support Harbor Community Health Centers’ mission and values.