Call Center Lead Job at Gracelight Community Health in Los Angeles

Overview

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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 is responsible for ensuring inbound and outbound calls are handled appropriately and within established Patient Access Center protocols. Duties include, but are not limited to registering patients, determining and verifying patient program/insurance eligibility requirements, 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.

Essential Job Duties And Responsibilities

• Supports and implements the organization’s vision, mission and value.
• Determines priorities and method of completing daily workload to ensure that all responsibilities are carried out in a timely manner.
• Performs all job functions in a professional and courteous manner, including answering general phone calls timely and providing excellent customer service to internal and external customers.
• Fosters and promotes a culture of service excellence and accountability.
• Understands the importance of good patient relations and excellent customer service; ensures timeliness of service and maintains patient confidentiality.
• Answers telephone calls timely, courteously, and professionally; uses the computer system to obtain requested information, update demographic files, and schedule/cancel/reschedule appointments; provides appointments and information, forwards calls when appropriate, and takes detailed messages when required.
• Completes and submits departmental requests for information and reports; 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 requirements and verification processes for programs available in the organization.
• Demonstrates knowledge of health center locations, services offered, providers schedules, and hours of operation; provides patients with an overview of comprehensive services offered at health centers to promote the Patient-Centered Medical Home model.
• Works with health center staff to box and prepare paper medical records for destruction or removal and transport to records storage area.
• Assists with ensuring providers schedule/appointment thresholds are met to maximize productivity/visits.
• Performs outreach efforts to support health center activities and may be assigned to patient population recall reports (e.g., Enrollment, HEDIS, preventive measures).
• Identifies patients who may need enrollment assistance or are not meeting HEDIS/preventive measures and ensures an appointment is scheduled with appropriate services.
• Complies with organizational policies and procedures; performs other duties and projects as assigned.

Qualifications, Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School degree or GED equivalency required.
• Minimum of three years of direct customer service work experience, required.
• Excellent telephone and interpersonal communication skills required.
• Six months 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.

Other Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Hospitals and Health Care

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