Patient Services Representative

Community Medical Centers - Stockton, CA

Stockton, CA

About the position

The Patient Services Representative is responsible for answering and routing all incoming calls, setting and rescheduling of appointments, sending messages to providers and support staff for follow up while providing excellent customer service to all of our potential and established patients. The Patient Services Representative is an integral part of the clinical health care team. The Patient Services Representative reports to the Patient Services Manager.

Responsibilities

• Promote the mission, values, and values of the organization.
• Schedules appointments to the correct clinic/provider by paying attention to detail prior to scheduling the appointment.
• Ability to update patient demographics as assigned by Supervisor/Manager.
• Ability to screen patients' needs and assign to correct PCP for all CMC clinics.
• Ability to assist and enroll patient into the patient portal to promote access.
• Follows protocols and Patient Services Guidelines given by Supervisor/Manager for handling calls and routing effectively using the procedures given.
• Able to ask questions if there is a lack of understanding on procedure.
• Handles patient complaints by following protocol while attempting to resolve the complaint prior to escalating the call to the call center or clinic manager.
• Pays attention to calls in the queue while multi-tasking with the ability to handle the call volume.
• Outreach to assigned members who are not center users.
• Provides new patient access for first appointment support.
• Facilitate patients with primary provider team to support empanelment and patient continuity.
• Processes Preventive Services scheduling.
• Operational Outbound Support: to confirm appointments, communicate after hours messaging.
• Input patient information and schedule appointments on waiting lists.
• Portal support and transmit from Provider Call-In Line.
• Participates in meetings as required.
• Travels as needed to different sites as assigned.
• Performs other tasks as assigned.

Requirements

• Completion of high school or possession of GED.
• At least one year of full-time experience working in a call center, customer service, or medical position OR medical receptionist or medical assistant training program certificate. Call center work experience is preferred.
• Ability to handle a high volume of calls quickly and effectively.
• Ability to work with computers and data entry. Ability to type 35 wpm and a typing certificate is preferred.
• Listens skillfully and displays a willingness and ability to acknowledge the needs, expectations and values of others through the use of reflective listening and empathy conveyance.
• Communicate effectively by using welcoming words, proper tone of voice, appropriate body language, eye contact and smiling with every interaction.
• Ability to provide excellent customer service that is reflective of a culture that values trust and respect.