Call Center - Patient Representative I/Scheduling Coordinator

Job Title – Position Description: Patient Representative I/Scheduling Coordinator 

Reports to: Team Lead 

MISSION

The Patient Representative I is responsible for assisting patients by navigating communications and processes related to access to care and clinical management, while effectively working with departments across the organization. They serve as the first point of contact and take ownership of patient requests to deliver an excellent patient experience. 

OUTCOMES

• Accurately identifies and responds to the patients needs with an appropriate sense of urgency and enthusiasm.
• Using excellent customer service skills, communicates in an effective and professional manner across all modalities.
• Ensure optimal customer service by utilizing provided feedback to enhance patient experience.
• Utilize departmental and interdeparmental resources to determine appropriate actions required in order to satisfy patient need. 
• Adequately communicate through various electronic sources including, but not limited to, Electronic Medical Record (EMR), email, and online chat platforms.

COMPETENCIES

Job Related Competencies:

1. Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
2. Demonstrates Self Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
3. Resourcefulness: Securing and deploying resources effectively and efficiently.
4. Tech Savvy: Anticipating and adopting innovation in business building digital and technology applications. 

Cultural Competencies:

Advanced Values:

1. People
   • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
2. Heart
   • Patient Focus: Building strong patient relationships and delivering patient centric solutions
3. Service
   • Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity
4. Excellence
   • Cultivates Innovation: Creating new and better ways for the organization to be successful

Behaviors:

1. Being Resilient: 
   1. Rebounding from setback and adversity when facing difficult situations
2. Self-Development: 
   • Actively seeking new ways to grow and be challenged using both formal and informal development challenges
3. Optimizes Work Processes: 
   • Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
4. Professional Communication:
   • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences, while maintaining a professional appearance and tone

QUALIFICATIONS

Basic Qualifications:

Education:

• High School Diploma or GED  

Previous, Job Relevant Work Experience: Level 1

• 2 years of recent customer service experience, involving direct interaction with customers
• Typing Speed: 50 Words Per Minute, minimum

Previous, Job Relevant Work Experience: Level 2

• 2 years of recent customer service experience, involving direct interaction with customers
• 2-3 years of call center experience
• Typing Speed: 50 Words Per Minute, minimum

Preferred Qualifications:

Previous, Job Relevant Work Experience:

• 3 years of customer experience 
• Working experience in call center setting
• Working experience in healthcare setting
• Working knowledge of healthcare insurance benefits
• Fluent in Spanish