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Patient Services Specialist, Bilingual, Call Center

HealthFirst Bluegrass Inc. Lexington ,KY
  • Posted: over a month ago
  • $14 Hourly
  • Full-Time
  • Benefits: dental, life_insurance, medical, vision, 401k
Job Description

 

JOB SUMMARY

The Patient Services Specialist (PSS) is the first point of contact for HealthFirst Bluegrass and is responsible for creating a positive patient/caller experience by responding to calls in an accurate, friendly, and professional manner. PSS must be able to utilize all policies, procedures, and resources to answer questions and direct callers appropriately to resolve their concerns. PSS will need to demonstrate empathy and the ability to listen to caller’s concerns and questions and communicate to callers in a clear and knowledgeable manner.

 

ESSENTIAL DUTIES and RESPONSIBILITIES:

o Provide excellent customer service to all callers. This includes but is not limited to the following: demonstrating a high level of patience and respect with all callers, avoiding distractions to ensure each caller is assisted promptly and appropriately ensuring a positive experience.

o Handle large amounts of inbound and outbound calls per day while meeting other departmental expectations

o Schedule appointments for multiple providers/clinics (New patient and existing patient)

§ Scheduling within the guidelines of clinics; verifying schedules and insurances

§ Review appointment date, time, location, and provider

§ Instruct new patients on required paperwork and what to bring to appointment

§ Reminder calls and rescheduling appointments

o Evaluates and assesses patient’s healthcare needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines

§ Understanding of when to escalate calls to nurses, clinical teams, supervisor, or managers

o Obtain and enter accurate demographic information into EMR system or other ticketing system

o Accurately documents patient’s symptoms/complaints and advice provided per protocols and guidelines

o Answers questions and/or appropriately routes requests for assistance to provide patient-focused service

o Assist in connecting patients to outreach and enrollment specialists or community health workers as needed

o Assist patients with billing questions; work with third party vendor to resolve issues when required.

o Adhere to HIPAA requirements

o Other duties as assigned.

JOB REQUIREMENTS and QUALIFICATIONS

o Previous customer service experience: high volume call center experience preferred.

o Healthcare/Insurance industry background preferred.

o Understanding of Medicare/Medicaid preferred

EDUCATION and/or EXPERIENCE

High School graduate/GED and 3 years’ experience in a general clerical or clinical setting or Associates Degree in closely related field. Previous experience in a medical practice or call center experience preferred.

SPECIAL KNOWLEDGE and SKILLS This position requires basic medical knowledge, effective oral and written communication skills, excellent interpersonal skills, and intermediate computer literacy (Microsoft products). And possess:

· Flexibility

· Team-oriented

· Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds

· Ability to handle ‘call center ‘environment: work quickly and multi-task.

· Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions

· If bi-lingual required, incumbent must be able to communicate effectively in a defined non-English language with patients/clients as needed

LANGUAGE SKILLS

Must possess the ability to read and comprehend technical procedures, or governmental regulations. If bi-lingual required, incumbent must effectively present information in English and a defined non-English language(s) and respond to questions from English and non-English speaking clients, customers, and the general public as needed.

MATHEMATICAL SKILLS

Incumbent must possess the ability to work with mathematical concepts such as fractions, percentages, ratios, and proportions.

REASONING ABILITY

Incumbent must possess the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIION

MA certification may be required.

PHYSICAL DEMANDS

While performing the duties of this job, the incumbent is regularly required to sit and talk or hear. The incumbent frequently is required to use hands to finger, handle, or feel; reach with hands and arms. The incumbent is occasionally required to stand, walk, stoop, kneel, crouch, crawl and climb or balance. The incumbent must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the incumbent is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Company Description
HealthFirst Bluegrass Inc. is designated as a Federally Qualified Community Health Center (FQHC) by the United States Health Resources and Services Administration. The center provides Medical, Behavioral Health, Pharmacy and Dental services for patients. There are 3 main clinic sites, 7 school-based clinic sites, a homeless clinic, and a Dental only clinic site. All sites are located in Lexington, Kentucky.

HealthFirst Bluegrass Inc. is also recognized by the National Committee on Quality Assurance as a Patient Centered Medical Home. This recognition was achieved by demonstrating that systems and processes are in place to meet nationally recognized standards for delivering high quality care and demonstrating a commitment to improving patient access, patient experience, and continuous quality improvement.

HealthFirst Bluegrass Inc. is committed to the maintaining a work environment that is "employee friendly" to assure the organization's ability to recruit and maintain excellent employees. Currently, the organization offers competitive salaries for positions as well as a very good benefit package.

For more information about HealthFirst Bluegrass Inc. please visit www.healthfirstlex.com.

HealthFirst Bluegrass is an Equal Opportunity Employer.

HealthFirst Bluegrass Inc.

Why Work Here?

Our mission -- "Enhancing quality of life through transformative healthcare for all"

HealthFirst Bluegrass Inc. is designated as a Federally Qualified Community Health Center (FQHC) by the United States Health Resources and Services Administration. The center provides Medical, Behavioral Health, Pharmacy and Dental services for patients. There are 3 main clinic sites, 7 school-based clinic sites, a homeless clinic, and a Dental only clinic site. All sites are located in Lexington, Kentucky. HealthFirst Bluegrass Inc. is also recognized by the National Committee on Quality Assurance as a Patient Centered Medical Home. This recognition was achieved by demonstrating that systems and processes are in place to meet nationally recognized standards for delivering high quality care and demonstrating a commitment to improving patient access, patient experience, and continuous quality improvement. HealthFirst Bluegrass Inc. is committed to the maintaining a work environment that is "employee friendly" to assure the organization's ability to recruit and maintain excellent employees. Currently, the organization offers competitive salaries for positions as well as a very good benefit package. For more information about HealthFirst Bluegrass Inc. please visit www.healthfirstlex.com. HealthFirst Bluegrass is an Equal Opportunity Employer.

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