Summary 

The Member Services Coordinator will work as an active member of ChapCare’s Member Services Department. The Coordinator will perform various department functions, which will expand access to ChapCare’s services and support the overall patient experience. The candidate will provide culturally and linguistically sensitive services. Excellent verbal communication skills are required. Bilingual English/Spanish is a must. The Coordinator will support ChapCare’s centralized Call Center as needed. 

Essential Duties and Responsibilities 

• Work as an effective member of ChapCare’s Member Services Department 

• Support dissemination of reminder text messages to ChapCare patients and newly assigned members via the CareMessage platform 

• Conduct follow-up calls for Outreach and Member Service Department leads to schedule appointments at ChapCare health centers 

• Ensure accurate registration, appointment scheduling, and follow-up appointment in Epic Practice Management System 

• 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, Federal Poverty Level (FPL) and/or insurance coverage) 

• Accurately track call results 

• Respond to patient’s questions and needs 

• Follow-up on Patient Grievances to ensure the matter is investigated, and that patient’s receive a timely response 

Call Center Support Services: 

• Provide support to ChapCare’s centralized Call Center (as needed) 

• Screen and route patient calls efficiently 

• Call patients 1-2 days before their appointment to remind them of their appointment 

• Updating patient information by editing, canceling, and re-scheduling appointments as necessary according to ChapCare’s policies and procedures 

• Address patient concerns and effectively communicate to appropriate staff
  

• Work with clinic operation and medical staff to facilitate efficient patient flow 

Other Performance Expectations: 

• Work on Saturdays (as needed). 

• 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 

• Maintain professional demeanor at all times with patients, caregivers, and other staff 

• Attend and participate in clinic staff meetings and trainings as directed 

• Other duties as assigned by supervisor 

Job Requirements 

• High school diploma or equivalent with 1-2 years progressive work experience in a medical setting. 

• Bilingual English/Spanish 

• Effective interpersonal and communication skills required. 

• Excellent telephone etiquette required. 

• Knowledge of medical terminology preferred. 

• High level of skill in entering data into computer while talking with patients. 

• Must have excellent customer service skills (i.e. the ability to develop and maintain effective working relationships with staff and patients).