Job Description:

The Patient Communication Representative assists patients by accurately checking insurance information, updating system demographics, direct communication via patient portal and complete outreach assignments given by department supervisor. The Patient Communication Representative also makes patient confirmation calls/text, schedules, cancels and rescheduled appointments, reach medical teams on patient behalf for any telehealth concerns, supporting patients enrolling in portal, send patient education material via portal, and ensuring all care plans assignments are completed in timely manner. Patient Communication Representative ensures efficient patient flow are followed; providing consistent high quality service, problem-solving and deescalates issues or concerns. The Patient Communication Representative is a key resource for communication to Patient Services Project Coordinator or Outreach Patient Services Supervisor depending on your assigned team on any problems, findings, scheduling issues including same day access. Customer service and patient satisfaction are key initiatives in this role.

Educational Requirements:

High School / GED required. Two to four years college or a combination of education and relevant work experience preferred.

Experience Required:

One to three years of direct experience in health Care setting required. Two years mentoring/coaching experience preferred. Demonstrated proficiency required with reporting, Outreach Platforms including HTAI, Clearwave, Nextgen knowledge, scheduling, patient portal, insurance verifications and data entry.

Medical Office Administration certificate strongly preferred. Bilingual English/Spanish required, or as needed to support other health center languages.

EOE

Interpersonal Relationships/Organizational Expectations:

1. Commitment to providing health care to families in a medically underserved community.
2. Willingness to be flexible in the development of new methods of health service delivery.
3. Ability to deal with sensitive information in a highly confidential manner.
4. Effective communication skills, both oral and written, with patients, families, visitors, co-workers, health care professionals, funders and other regulatory agencies.
5. Ability to function independently with minimal supervision, and to plan, coordinate, and carry out those tasks necessary to meet the job responsibilities.
6. Awareness of resources available within the health center to accommodate the needs of patients.
7. Commitment to providing cost conscious, fiscally responsible, timely, efficient, effective, safe, patient-centered, culturally competent, equitable, and participatory health care.
8. Processes personal health information in accordance with FHCW HIPPA policies and procedures.

Reporting Relationship:

Reports directly to the Patient Services Supervisor