Patient Access Representative (On call)

Description

Salud Para La Gente (SALUD) provides high quality, comprehensive and cost-effective healthcare to underserved low-income communities in the Monterey Bay area, including Santa Cruz County and North Monterey County. We began in Watsonville in 1978 as a storefront “free clinic,” and with the ever growing need for health services in 1992 became a federally qualified community health center (FQHC). Today we are a primary health care network with 11 clinic sites, over 400 employees and continue to provide high quality services to patients of all ages.

Salud offers a competitive salary and benefits package and a collaborative culture that values excellence, achievement, innovation and compassion.   

Under the direct supervision of the Call Center Manager, the Patient Access Representative (PAR) provides excellent customer service in answering incoming and making outgoing telephone calls on behalf of Salud. The PAR is knowledgeable and familiar with all clinic departments and services offered. Supplies patients, staff, and external parties with relevant and accurate information as well as serves as the main point of contact to the community to Salud by telephone.  

DUTIES & RESPONSIBILITIES:

 1. Consistently adheres to and/or exceeds Salud’s communication guidelines and expectations with patients, peers, and supervisors. Adheres to the Salud Mission, Vision, and Values, Standards of Conduct and HIPPA principles. 

 2. Acts as front line to the community via telephone, including but not limited to answering incoming calls and making outgoing calls courteously and professionally. 

 3. Communicates effectively by using welcoming words and proper tone of voice. Listens actively and displays a willingness and ability to acknowledge patient needs, expectations and values through the use of reflective listening and empathy conveyance. Responds to patient needs in ways that are helpful and work toward positive health outcomes.

 4. Routes calls when needed to appropriate staff. Relays patient requests and messages to appropriate recipient.

 5. Builds positive relationships and communicates with other staff, providers, and supportive departments to maximize accessibility of care to all patients.

 6. Answers incoming telephone calls for all Salud locations. Reviews appointment availability and schedules appointments for all clinic locations and services. Adheres to established scheduling guidelines, rules, and protocols.

 7. Assigns new patients to appropriate provider/s and assists in on-going provider panel maintenance.

 8. Conducts patient recall according to established protocols. 

 9. Enters, reviews, and makes necessary changes to all patient account information in the practice management system in accordance with established procedures. Ensures that all matters related to patient account information are handled confidentially, effectively, efficiently and in accordance with regulations and contracts. 

 10. Assists with appointment rescheduling and ensuring that provider schedules are at capacity.

 11. Masters quick and efficient use of the computer schedule.

 12. Informs patients of Salud policies and procedures regarding appointment scheduling, minimum payment requirements and financial arrangements such as sliding fee scales.

 13. Initiates triage task communication in collaboration with assigned triage registered nurse/providers.

 14. Operates cord or cordless electronic communicator system to relay incoming calls, make outgoing calls, and review voice messages.

 15. Other duties as assigned.

Requirements

MINIMUM REQUIREMENTS:

• High School Diploma or GED;
• Minimum of one year’s experience customer service
• Experience with computer entry
• Excellent alphabetical and numerical skills for filing and payment processing
• Must be bilingual in English/Spanish  
• Strong communication and basic math skills

MINIMUM QUALIFICATIONS:

• Ability to maintain strict patient confidentiality
• Ability to communicate sensitively, effectively and respectfully with people from different cultures and lifestyles
• Ability to maintain effective working relationships with co-workers and the public.
• Critical thinking and ability to quickly prioritize tasks
• Effective problem-solver
• Extremely organized and detail-oriented
• Excellent communication skills, written and verbal
• Thorough knowledge and understanding of patient confidentiality and HIPPA rules

PHYSICAL DEMANDS:

• Standing, walking, sitting, typing, reaching, moving and/or lifting up to 25 pounds.

SALARY & BENEFITS:

Salary Range: $21.00 to $24.14 per hour

Employment Type: On call

Additional Information:

• Employees on temporary assignments are eligible for holiday pay and California sick pay, both pro-rated based on hours worked.
• On-call employees are eligible for California sick pay, pro-rated based on hours worked.

Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Salud Human Resources Department, [831-728-8250, and HRDept@splg.org].