Patient Communications Representative

Schedule: TBD

Salary: $15.25 - $18.66 Depending on Qualifications

JOB PURPOSE: The Patient Communications Representative’s (PCR) primary goal for El Rio Health is to support El Rio’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions. The Patient Communications Representative responds promptly and effectively to patient inquiries, identifying their needs and providing appropriate assistance, whether scheduling appointments, directing to the correct level of care, or addressing general inquiries about El Rio Health services and programs.

Essential Job Functions:

• Addresses patient concerns, complaints, and conflicts in a professional and empathetic manner, escalating complex issues to appropriate personnel when necessary.
• Coordinates and schedules patients' appointments accurately following established processes for all specialties under the scope of Patient Communications Department.
• Adheres to HIPAA regulations and clinic policies regarding patient privacy, confidentiality, and security of medical information.
• Research issues across multiple databases and work with clinics and other departments to resolve customer issues and/or partner with others to resolve escalated issues.
• Manages messages for providers and nurses, initiates patient requests for referrals, and responds to or appropriately refers inquiries.
• Achieves the performance goals established by the Department for Quality, Adherence, and Customer Satisfaction.
• Verifies patients' insurance coverage and eligibility. Also educates patients about forms that may need to be completed during or prior to their visit.
• Educates patients about clinic services.
• Communicates effectively with physicians, nurses, department personnel, and other healthcare professionals to facilitate smooth patient care and coordination of services.
• Maintains positive levels of communication, both verbally and written, with management and co-workers demonstrating AIDET Service Excellence Training.
• Practices active listening to understand and provide first call resolution.
• Maintains exceptional level of customer service; addresses and resolves complaints; serves as an example by providing excellent service to internal and external customers, employees, and patients.
• Demonstrates and models El Rio Behavioral Standards in all interactions with patients, co-workers, and visitors.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Minimum Education and Experience:

• High School Diploma or G.E.D.

Required Licenses, Certifications, and Registrations:

• Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment.
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Preferred Education, Experience, Skills, Abilities:

• One (1) year experience in a healthcare related field, preferably in medical or dental appointment scheduling.
• Knowledge of medical and/or dental terminology.
• One (1) year customer service experience, preferably in a call setting environment.
• Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

Reasonable accommodations may be made to enable individuals with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for sincerely held religious beliefs, observances, and practices to perform the essential functions of the job. El Rio Health does not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors.