Call Center Lead Job at QueensCare in Los Angeles

Overview

Job Location: Echo Park Health Center - Los Angeles, CA

Position Type: Full Time

Salary Range: $27.24 - $41.29 Hourly

Summary

The Patient Access Specialist works under the direction of the Patient Access Manager. The PAS is responsible for ensuring internal and external clients are provided with exceptional customer service. The PAS handles inbound and outbound calls within established Patient Access Center protocols. Duties include registering patients, determining and verifying patient program/insurance eligibility, scheduling patient appointments, scanning/inputting and updating required patient information in the electronic health record or other systems, confirming appointments, assisting patients with provider changes, and performing other duties as assigned.

Responsibilities

1. Supports and implements the organization’s vision, mission and value.
2. Determines priorities and method of completing daily workload to ensure timely completion of responsibilities.
3. Performs all job functions in a professional and courteous manner, including answering general phone calls promptly and providing excellent customer service to internal and external customers.
4. Fosters and promotes a culture of service excellence and accountability.
5. Understands the importance of good patient relations and excellent customer service; ensures timeliness of service and maintains patient confidentiality.
6. Answers telephone calls timely, courteously, and professionally; uses the computer system to obtain information, update demographic files, and manage appointments; takes detailed messages and submits information and reports as required.
7. Identifies the patient’s account via date of birth or name search, creates temporary accounts for new patient appointments, verifies and updates demographic information; follows eligibility and verification processes for programs available in the organization.
8. Demonstrates knowledge of health center locations, services offered, providers’ schedules, and hours of operation; provides patients with an overview of services to promote the Patient Centered Medical Home model.
9. Works with health center staff to prepare paper medical records for destruction or removal and transport to records storage.
10. Assists with ensuring providers’ schedule/appointment thresholds are met to maximize productivity/visits.
11. Performs outreach to support health center activities; may be assigned to patient population recall reports such as Enrollment, HEDIS and preventative measures reports.
12. Identifies patients who may need enrollment assistance or are not meeting HEDIS/preventative measures and ensures an appointment is scheduled with the appropriate services.
13. Complies with organizational policies and procedures.
14. Performs all other duties and projects as assigned.

Qualifications, Skills & Abilities

• High School degree or GED equivalent required.
• Minimum of three years of direct customer service work experience is required.
• Excellent telephone and interpersonal communication skills required.
• Six months of recent experience with medical front desk, preferred.
• Knowledge of medical terminology, preferred.
• Medical office experience, preferred.
• Experience with electronic health records and practice management systems, preferred.
• Flexibility to work at any/all of Gracelight’s locations.