Mountain Park Health Center is hiring: Patient Communication Center Specialist-B

Overview

The Patient Communication Specialist (PCS) is the first point of contact for patients, the public, and other entities communicating with Mountain Park Health Center. The PCS answers inbound phone calls, text messages, and chat, and documents those contacts in the appropriate computer system.

Responsibilities

• Receives and processes multiple incoming contacts.
• Greets patients and directs them to the appropriate person/department to answer their reason for the call.
• Sets patient appointments with the Primary Care Provider or care team at one of our 10 clinic locations in accordance with provider/department requirements.
• Assists new patients in registering with Mountain Park Health Center. Verifies patient demographics and insurance information, and updates changes as needed. Cancels/reschedules appointments as requested. Updates appointment schedules through computer systems. Takes complete and accurate messages. Documents all communication through the appropriate computer system.
• Ensures calls from outside clinics/doctor’s offices reach the correct department for call resolution.
• Responds to general questions and inquiries.
• Provides support to patients by connecting with On-Call Providers as necessary.
• Conducts patient outreach as needed. Uses, protects, and discloses patients’ PHI only in accordance with HIPAA standards. Observes and respects confidentiality of patient, visitor, and employee information at all times.
• Promotes positive patient/guest relations in accordance with MPHC policies, providing a high level of quality in personal attention and service to patients, the public, and co-workers.
• Maintains collaborative relationships with patients to identify additional ways to be of service and ensure customer satisfaction.
• Works in conjunction with care teams across the MPHC organization.
• Complies with MPHC Safety Policies and Procedures and all facility/department policies.
• Conducts themselves in a manner consistent with the Mission Statement and Values of MPHC.
• Note: This position will be eligible for work from home after the initial training period, dependent on meeting performance objectives.
• Other duties as assigned.

Qualifications

Minimum Qualifications:

• High school diploma, GED or equivalent.
• Experience in medical reception or healthcare; familiarity with performance metrics; knowledge of medical terminology.
• English fluency.

Preferred Qualifications:

• 6 months call center experience.
• Experience using call center software such as CRM or telephony systems.
• Bilingual (Spanish/English or Somali/English).

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Marketing, Public Relations, and Writing/Editing
• Industries: Public Health