Patient Services Representative - Bilingual

General Summary: This position is for the inbound GMG contact center.  A Patient Service Representative’s primarily responsible is to assist existing and future GMG patients with scheduling appointments (with physicians and mid-level providers), processing prescription refills and educating patients on all services provided by GMG including specialty appointments and nursing services.

Supervisory Responsibilities: This position has no supervisory responsibilities.

General Requirements: All duties performed will be done accurately and in a timely manner.

1. Schedules, cancels and reschedules daily appointments for all GMG physicians, specialists and mid-level providers using the Athena system
2. Answers all incoming calls for Gonzaba Medical Group
3. Listens to patient requests and submits a phone note message to the appropriate pod and/or department for processing
4. Processes prescription refill requests as per GMG guidelines
5. Matches prospective patients with a GMG provider and Medical Center to meet their individual needs
6. Connects local hospitals to our GMG Hospitalist on duty when a GMG patient has been admitted or needs orders
7. Works closely with other GMG departments to ensure our patient’s requests are handled timely and accurately
8. Assists patients with scheduling transportation and intrepreter services
9. Must have excellent written and verbal communication skills.
10. Strong attention to detail and exceptional organizational skills are required.
11. Bilingual (English/Spanish) fluency preferred.
12. Mandatory overtime will be assigned on a rotational basis.
13. Occasional evening or weekend work.
14. Ability to complete efficient and accurate data entry at a computer terminal, typing at least 25 words per minute preferred.
15. Maintains strict confidentiality by following all HIPAA rules and regulations.
16. Performs other duties as assigned

Work Environment: Office setting in a clinical environment. Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment.

Mental / Physical Requirements: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 10 lbs. without assistance. Close vision and ability to adjust focus. Must be able to work efficiently under pressure.

Additional Information: Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to the culture and our core values.

Other Duties As Assigned: The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.

Education and Training: Minimum high school education or equivalent. Certificate of completion from an accredited school for medical assistants is preferred or equivalent medical training.

Experience: Experience in a clinic, doctor’s office or hospital with a minimum of one-year experience preferred. 

Other Requirements: Computer Skills: Skilled in use of computer/EMR systems. Knowledge of Word processing software, spreadsheet software, Internet, and database software.