Wellness Center: Patient Services Representative

Job Summary:  Under the supervision of the Forestville Wellness Center Manager, the FWC Client Services Representative is responsible for implementing office systems to support WCHC patients within the Forestville Wellness Center.  Promotes optimal patient experience by assisting patients, providers and partner agencies with their administrative needs, and managing patient information within the electronic health record including referral coordination.

Duties: (may not include all duties assigned)

1. Actively participates as an integral and valued member of the FWC Team to develop and implement work flows and systems that maximize efficiency and promote an excellent patient experience.

1. Maintains professional appearance of waiting room and all patient areas.
2. Implements front office procedures for: scheduling, eligibility, collection and accounting of patient fees, and confirmation calls
3. Answers phone, routes calls, and schedules patient appointments.
4. Actively manages schedules by calling patients the day prior to their scheduled office visits and overseeing the same day appointments.
5. Build eCW schedule templates for providers.
6. Monitors scheduling, office flow and coordination of classes held in collaboration with community partners.
7. Serves as a resource and coordinates timely referrals for specialty care at FWC, from all WCHC providers and Care Teams.
8. Using the EHR system, tracks successful completion of referral process, directs consultation notes to referring provider and obtains prior authorizations from insurances for referrals, as needed.
9. Provides information to patients and providers, and coordinates as appropriate with Access Coordinators, for eligibility programs including Medi-Cal, Sliding Scale, BCAP, and Family Pact, to facilitate appropriate program enrollment for patients.
10. Manage information entry into the electronic health record such as faxes, previous medical records, radiology results, and assist with communication with other medical facilities through the electronic health record.
11. Assists with clinical data outcome reporting and actively participates in quality improvement projects.
12. Assist other office staff with copying, scanning, faxing, filing, mail distribution, ordering of office supplies. Monitors front office supply inventory.
13. Greet patients in the waiting room, navigate them through the check-in process, and ensure a satisfying experience throughout the patient visit.
14. Meet with all new patients to connect them to beneficial programs, services, surveys/screenings, and content.
15. During clinical wait times, connect patients to beneficial programs, services, surveys/screenings, and content.
16. Actively manage the flow and experience of the patients during the office visit.
17. Work collaboratively with the Care Team to complete needed patient care items.
18. Work with Care Team to actively manage the patient schedule to optimize efficiency, patient experience, and meet the needs of the patient.
19. Assist in the coordination of warm hand-offs or "Transfer of Trust" between Care Team, Behavioral Health Staff, or other support services during the office visit.
20. Actively seek out opportunities to assist other team members in collaboratively meeting the needs of the patient and Care Team.
21. Participate in patient engagement activities and coaching around patient self-management and goal setting.
22. Participate in activities related to addressing the social determinants of a patient's health.
23. Assist is the adoption and implementation of new technologies and activities that improve patient care and clinic efficiencies.
24. Other duties as assigned.

Minimum Requirements:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily in a professional manner. The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge and experience of medical front office duties.
• Computer literacy and familiarity with office machines such as fax, copier, calculator.
• Ability to work as team member.
• Ability to relate well to varied client base.
• Ability to maintain good relations with the public and the Health Center staff while working under pressure.
• Good communications skills
• Must be able to perform the physical demands of the job. 
• Basic office and equipment safety knowledge and practice.

Experience:

• Bilingual Spanish/English desirable.
• Experience in an outpatient setting or working with a health clinic desirable.
• Demonstrated commitment and skills to provide age appropriate care to a diverse population

Expectations: 

• Attendance and punctuality is necessary. 
• Ability to work well with a multidisciplinary team.
• Ability to problem solve and be self motivated with acute attention to detail.
• Must have a commitment to excellence and high standards.
• Must have excellent written and oral skills, strong organizational and analytical skills.
• Must have ability to manage priorities and workflow.
• Required to have versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm and positive attitude.
• Expected to have strong interpersonal skills and have the ability to understand and follow written/verbal instructions.
• Able to work independently with little or no supervision.
• Required to have the ability to deal effectively with a diversity of individuals at all organizational levels
• Demonstrate a positive customer service, patient centered approach at all times.

Physical Requirements:

• Must be able to move freely about the office and carry light loads (up to 25 pounds)
• Prolonged standing and occasional sitting required. 
• Ability to work with office equipment, including computers