What are the responsibilities and job description for the Certified Patient Representative III position at Advanced Urology Center?
Bilingual English/Spanish - Certified Patient Representative III/ Call Center Medical Assistant
MISSION
The Bilingual Certified Patient Representative III is responsible for assisting patients, management, and physicians by answering inbound calls requiring medical consultation. They take ownership of caller issues and deliver excellence customer service.
OUTCOMES
- Accurately and effectively utilize clinical knowledge to appropriately address patient concerns in an inbound call setting.
- Understand practice dynamics in order to efficiently direct patient questions for optimal response.
- Ensure optimal customer service by utilizing feedback provided by quality assurance reviews to enhance patient experience
- Utilize departmental and interdepartmental resources to determine appropriate actions required in order to satisfy patient need.
- Adequately communicate through various electronic sources including, but not limited to, EMR, email, and online chat platforms.
COMPETENCIES
Job Related Competencies:
- Decision Quality: Making good and timely decisions that keep the organizations moving forward
- Organizational Savvy: Maneuvering comfortably through complex policy, process, and people related organizational dynamics.
- Demonstrates Self Awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
- Resourcefulness: Securing and deploying resources effectively and efficiently.
- Tech Savvy: Anticipating and adopting innovation in business building digital and technology applications.
Cultural Competencies:
Advanced Values:
- People
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Heart
- Patient Focus: Building strong patient relationships and delivering patient centric solutions
- Service
- Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity
- Excellence
- Cultivates Innovation: Creating new and better ways for the organization to be successful
Behaviors:
- Being Resilient:
- Rebounding from setback and adversity when facing difficult situations
- Self-Development:
- Actively seeking new ways to grow and be challenged using both formal and informal development challenges
- Optimizes Work Processes:
- Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
- 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
Credentials/Licensures:
- Certified Medical Assistant OR
- Licensed Practical Nurse
Preferred Qualifications:
Previous, Job Relevant Work Experience:
- Previous experience in Urology/Gynecology field
- Previous experience in Clinical or Call Center setting
- Bilingual English/Spanish