Job Description
JOB SUMMARY
This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Experience Specialist II is responsible for administrative and front office functions for the health center(s).
EXPECTATIONS
• Adheres to all Harbor Community Health Center (HarborCHC) policies and procedures.
• Observes all policies and procedures for the use of time-keeping system, including attendance, tardiness, proper clocking procedure, overtime authorization, and that employee nametag is visible.
• Conducts self in a manner that represents HarborCHC's core values at all times.
• Maintains a positive and respectful attitude with all work-related contacts.
• Provides excellent customer service.
• Communicates regularly with his/her immediate supervisor about departmental and HarborCHC concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Fosters an environment that promotes trust and cooperation among all staff.
MISSION AND VALUES
Our mission is to provide quality, comprehensive, healthcare and supportive services to those in our community, regardless of their ability to pay. Employees must possess a strong commitment to the mission, policies, goals and philosophy of HarborCHC.
ESSENTIAL DUTIES & RESPONSIBILITIES
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Patient Experience Specialist Level I:
• Answer phones, address all concerns and follow up with proper documentation and notes in the electronic health record (EHR) system.
• Monitor and address tasks in HarborCHC's patient communication platform according to HarborCHC procedures.
• Ensure patient demographics are accurate and complete in the EHR
• Deliver messages and route calls from patients to appropriate staff.
• Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on an ongoing, daily basis.
• Maintain department policies and ensure procedures meet HIPAA compliance, are current with industry standards, and are followed.
• Participates in internal and external audits and projects when necessary.
• Maintian metrics of wait time as required by health plans to 90 seconds.
• Maintian metrics of each call and assist time to 2.50 minutes.
• Effectively de-escalate patient complaints on calls with even tone.
• Demonstrate understanding of EHR scheduling process.
• Follow scheduling rules and process for efficiency, inluding maximization of visits.
• Ability to convey to patients/callers, effective messaging, regarding pracice protocols.
• Scrub schedule for any errors on an ongoing daily basis.
• Any additional administrative duties as directed by your Supervisor.
Patient Experience Specialist Level II:
• Scrub the schedule for the next day (reason for visit, demographic information, global alerts, ensuring time slot is correct).
• Conduct chart audit, including scrubbing of provider schedule, looking for duplicate appointments.
• Greet and acknowledge visitors/patients with respect, dignity, and an even tone.
• Ensure accurate and timely check-in/check-out patients.
• Ensure all patient registration forms are completed, scanned, and entered into patient chart.
• Effectively de-escalate vistor /patient complaints with even tone.
• Verify and update demographics as needed
• Verify eligibility and insurance accurately when needed
• Handle monetary transactions (cash and/or credit/debit card) for any and all cash patients, or patients with a copay.
• Manage the dental recall and inactive patient system to support ongoing patient engagement.
• Schedule dental appointments for efficient use of provider and staff time, in alignment with the treatment plan.
• Explain elements of the dental treatment plan to patients and/or caregivers, including procedures, costs, and timelines.
• Conduct outreach and in-reach efforts to engage new dental patients.
• Stock dental front office supplies as needed.
• Stock all supplies when needed.
• Perform other duties as assigned to support HarborCHC's Mission and Values.
QUALIFICATIONS
Required education, experience and/or training:
• High school diploma or equivalent
• 2 -3 years experience in customer service/patient services in a health/dental office setting
** If current staff under consideration for promotion, must be employee in good standing with positive performance review, no corrective action plans for at least 6 months**
• Bilingual English/Spanish
• Current Basic Life Support (BLS) Certification by the American Heart Association
• Experience with electronic health records (EHR), eClinicalWorks preferred
• Experience at Federally Qualified Health Center preferred
Key Competencies:
• Committed to providing an exceptional experience in all interactions.
• Ability to understand and manage patient appointment schedules to optimize patient flow and provider /staff productivity.
• Must have strong analytical and problem-solving skills.
• Must have proficient computer skills, including Microsoft Office abilities, with intermediate Excel skills.
• Must have the willingness and ability to adapt to change, including advances in technology.
• Ability to handle multiple tasks and be highly organized and detail-oriented.
• Must be able to communicate effectively, in English and Spanish, both verbally and written.
• Ability to work with diverse populations.
• Treat all patients and colleagues with dignity and respect.
• Committed to the mission of Harbor Community Health Centers.
HR PROCEDURAL REQUIREMENTS
Legal authorization to work in the United States.
A valid California Driver's license with clean records and access to an insured automobile.
Periodic travel between clinic sites within walking distance.
Clear all post offers, pre-employment background screening, and education verification.
Must be vaccinated against COVID-19 or have a qualifying medical/religious exemption
PHYSICAL REQUIREMENTS
The physical requirements describes here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust.
Hours: HarborCHC is open Monday-Thursday 7:00am-7:00pm, Friday 8:15am-5:00pm, Saturday 8:00am-5:00pm with occasional overtime, or other shifts based on clinic need. This is a non-exempt position and any overtime must be approved by the Supervisor in advance.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
HarborCHC does not discriminate in employment opportunities or practices on the basis of race; religion; color; sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions); sexual orientation; national origin; ancestry; physical or mental disability; medical condition; genetic information/characteristics ; marital status/registered domestic partner status; age; sexual orientation; reproductive health decision-making; military or veteran status; use of cannabis off the job and away from the workplace; and any other basis protected by federal, state or local law or ordinance or regulation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. This policy applies whether the individual has or is perceived to have any of the characteristics protected by law or is associated with a person who has or is perceived to have any of the characteristics protected by law. This policy applies to all terms and conditions of employment, including but not limited to, hiring placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.
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