What are the responsibilities and job description for the Certified Patient Representative III position at Advanced Urology Center?
Medical Assistant/Certified Patient Representative III
MISSION
The Medical Assistant/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