Patient Services Representative - LifeLong Medical Care

Overview

Supporting Community Healthcare is a rewarding role, come join a wonderful organization! LifeLong Medical Care is looking for a Patient Services Representative (PSR) to join our Call Center team in Berkeley. The PSR serve as front-line phone staff and “navigators” for our patients, their caregivers and other healthcare entities in our busy Patient Services Call Center. Answer incoming calls, register patients and schedule appointments, triage calls to different departments including urgent calls, document and task messages and other notes in patients’ Electronic Health Record (EHR). Perform other Patient Services Department duties as needed.

This is a full time, 40 hours/week, benefit eligible position. Monday - Friday, ranging from 8 am to 5 pm. Bilingual English/Spanish highly preferred.

This position is represented by SEIU-UHW. Salaries and benefits are set by a collective bargaining agreement (CBA), and an employee in this position must remain a member in good standing of SEIU-UHW, as defined in the CBA.

LifeLong Medical Care is a large, multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more. LifeLong Medical Care is an equal opportunity employer. We strongly encourage applications from women, people of color, and bilingual and bicultural individuals and members of the lesbian, gay, bisexual, and transgender communities. Applicants shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, disability, political affiliation, sexual orientation, gender identity, color, marital status, or medical condition.

Benefits

Compensation: $20 - $21/hour. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

COVID-19 Vaccine Policy

In accordance with LifeLong Medical Care's commitment to provide and maintain a workplace that is free of known hazards, we have adopted a Mandatory COVID-19 Vaccine Policy to safeguard the health of our employees and their families; our patients and visitors; and the community at large from infectious diseases, that vaccinations may reduce. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Order of the California State Public Health Officer. Unless a reasonable medical or religious accommodation is approved, all employees must receive COVID-19 vaccinations.

Responsibilities

• Follows all departmental and organizational policies and procedures, establishes and maintains courteous, cooperative relations with the public, patients, and staff from all departments.
• Ensures and promotes excellent customer service to all internal and external customers.
• Answers incoming calls and responds to all callers’ inquiries; monitors call center queues to ensure calls are answered in a timely manner and executed correctly.
• Utilizes NextGen Electronic Practice Management (EMP) and Electronic Health Record (EHR) for all patient interactions.
• Schedules/reschedules appointments for patients.
• Triages calls based on established procedures including urgent medical calls. Pages health center staff as needed.
• Screens new patients over the phone for eligibility and registers as appropriate.
• Maintains established Key Performance Indicators (KPIs) for call volume, call duration and call quality in a fast-paced, busy call center that receives over 35,000 calls per month.
• Verifies current demographics and insurance information with every patient, enrolls patients in LifeLong Patient Portal, and updates information in system as necessary.
• Maintains effective written and verbal communication including appropriate and clear communication in patients’ Electronic Health Record (EHR) and Electronic Practice Management System (EPM).
• Answers non-patient incoming calls and requests for information, and transfers to the appropriate department(s).
• Answers questions and provides general information, refers to appropriate resources.
• Assists with training and onboarding of new Patient Services Representatives.
• Performs other related duties as required.

Qualifications

• Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive. Ability to show empathy to patients with complex health needs.
• Excellent customer service skills using a positive, proactive, “can-do” approach.
• Ability to work effectively and calmly under pressure in a positive, friendly manner.
• Ability to work in a fast-paced environment and juggle multiple tasks.
• Strong problem-solving skills, and ability to be flexible and adaptive to change.
• Ability to work in a team-oriented environment with staff with different work and communication styles.

Job Requirements          

• One (1) year of multi-line telephone experience and/or one (1) year experience as medical receptionist with scheduling and telephone experience.
• High school diploma/GED.
• Demonstrated computer skills with standard office software (MS Office) and typing speed of at least 30 WPM.
• Ability to read and comprehend instructions, procedures, emails and memos.
• Ability to abide by LifeLong’s Organizational Standards for conduct and attendance.
• Knowledge of basic medical terminology.
• Ability to effectively present information verbally and in written communications to patients and staff.

Job Preferences              

• At least one-year of experience in a healthcare setting preferred including experience in private practice, or a Community Health Center.
• Bilingual English/Spanish highly preferred.