Job Description

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

Essential Functions:

• Receives and processes multiple incoming contacts.
• Greets patients and directs them to appropriate person/department to answer their reason for call.
• Sets patient appointments to meet with their Primary Care Provider or care team at one of our 10 clinic locations in accordance with provider and/or 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 by patients. 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 the On-Call Providers as necessary.
• Conducts patient outreach as needed Uses, protects, and discloses Mountain Park Health Center patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards. Observes and respects the confidentiality of patient, visitor, and employee information at all times.
• Promotes positive patient/guest relation in accordance with MPHC policies, providing a high level of quality in personal attention and service to patients, the public, and co-workers.
• Consistently exhibits behavior and communication skills that demonstrate Mountain Park Health Center’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Maintains collaborative relationships with patients to helps support and identify additional ways to be of service and ensure the customer is satisfied.
• Works in conjunction with care teams across the MPHC organization.
• Complies with MPHC Safety Policies and Procedures.
• Maintains familiarity with and abide by all established facility and departmental policies and procedures.
• Conducts themselves in a manner consistent with the Mission Statement and Values of MPHC.
• Please Note: This position will be eligible for work from home after the initial training period is completed and is dependent on your ability to meet performance objectives.
• Other duties as assigned.

Qualifications:

Minimum Qualifications:

• High school diploma, G.E.D. or equivalent.
• Experience in medical reception or healthcare Familiarity with performance metrics
• Considering alternative solutions to patients 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

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