Patient Operations Specialist (LB)

Harbor Community Clinic•Long Beach, CA

About The Position

This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Operations Specialist is responsible for administrative and front office functions for the health center(s).

Requirements

High school diploma or equivalent
2 -3 years experience in customer service/patient services in a health/dental office setting
If current staff under consideration for promotion, must be employee in good standing with positive performance review, no corrective action plans for at least 6 months.
Bilingual English/Spanish
Current Basic Life Support (BLS) Certification by the American Heart Association
Committed to providing an exceptional experience in all interactions.
Ability to understand and manage patient appointment schedules 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.
Must be able to communicate effectively, in English and Spanish, both verbally and written.
Ability to work with diverse populations.
Treat all patients and colleagues with dignity and respect.
Committed to the mission of Harbor Community Health Centers.

Nice To Haves

Experience with electronic health records (EHR), eClinicalWorks preferred
Experience at Federally Qualified Health Center preferred

Responsibilities

Scrub the schedule for the next day (reason for visit, demographic information, global alerts, ensuring time slot is correct).
Conduct chart audit, including scrubbing of provider schedule, looking for duplicate appointments.
Greet and acknowledge visitors/patients with respect, dignity, and an even tone.
Ensure accurate and timely check-in/check-out patients.
Ensure all patient registration forms are completed, scanned, and entered into patient chart.
Effectively de-escalate vistor/patient complaints with even tone.
Verify and update demographics as needed
Verify eligibility and insurance accurately when needed
Handle monetary transactions (cash and/or credit/debit card) for any and all cash patients, or patients with a copay.
Stock all supplies when needed.
Perform other duties as assigned to support HarborCHC’s Mission and Values.
Answer phones, address all concerns and follow up with proper documentation and notes in the electronic health record (EHR) system.
Monitor and address tasks in HarborCHC's patient communication platform according to HarborCHC procedures.
Ensure patient demographics are accurate and complete in the EHR
Deliver messages and route calls from patients to appropriate staff.
Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on an ongoing, daily basis.
Maintain department policies and ensure procedures meet HIPAA compliance, are current with industry standards, and are followed.
Participates in internal and external audits and projects when necessary.
Maintian metrics of wait time as required by health plans to 90 seconds.
Maintian metrics of each call and assist time to 2.50 minutes.
Effectively de-escalate patient complaints on calls with even tone.
Demonstrate understanding of EHR scheduling process.
Follow scheduling rules and process for efficiency, inluding maximization of visits.
Ability to convey to patients/callers, effective messaging, regarding pracice protocols.
Scrub schedule for any errors on an ongoing daily basis.
Any additional administrative duties as directed by your Supervisor.