What are the responsibilities and job description for the Call Center - Customer Service Representative position at Community Health Alliance of Pasadena?
Essential Duties and Responsibilities
- Screen and route patient calls efficiently.
- Ensure accurate registration, appointment scheduling and follow-up appointment in EPIC Care Practice Manage System.
- Respond to patient’s questions and needs.
- Updating patient information by editing, canceling and re-scheduling appointments as necessary according to clinic Polices and Procedures.
- Ensure accuracy of patient information by verifying patient’s appointment, update and verify patients demographic in the EPIC Practice Management System i.e. address, telephone, FPL and/or insurance coverage.
- Maintain photocopy machine to ensure an adequate paper supply.
- Attend and participate in clinic staff meetings and trainings as directed.
- Assist in data collection for the various payer programs.
- Assist with patient flow as assigned
- Other duties as assigned by supervisor.
Patient Support Services:
- Provide language assistance for LEP (Limited English Proficient) patients during intake and scheduled visits with providers.
- Call patients 1-2 days before their appointment to remind them of their appointment.
- Follow up with phone calls.
- Address patient concerns (medical or clinical operation) and effectively communicate that to appropriate individuals.
Other Performance Expectations:
- Work on Saturday Clinics as scheduled.
- Work as a team player and be willing to assist other members in other duties within his/her capabilities, to aid the clinic team in providing good efficient patient care.
- Facilitate patient flow by working effectively and efficiently.
Job Requirements
- High School Diploma, Trade school certificate; At least one year of clinical front office experience in private or health care organization preferred; Experience with physician coding preferred.
- Knowledge of various health programs (i.e. CHDP, FPACT, MEDI-CAL,MEDICARE, HEALTHY FAMILIES, COMMERCIAL PAYERS)
- Computer skills: Working knowledge of Microsoft Word and Excel. Able to use health related Practice Management System.
- Proficiency in written and verbal English and Spanish.
- Exceptional customer service skills.