Patient Representative II

Job Description

Job Description

CCI Health Services’ mission is to deliver high quality, accessible care to our community members, leading the way to a more equitable health care system for everyone. 

POSITION SUMMARY:

CCI Health Services is seeking a Lead Patient Representative to act as the point of contact by greeting patients and visitors in person and over the phone and directing them to the appropriate Health Center personnel. The Lead Patient Representative will assist in team leading, training, and assisting Patient Representatives in assuring the provision of high quality; cost-efficient, culturally sensitive services that comply with all Federal, State, and Local agency policies and procedures. 

KEY FUNCTIONS & RESPONSIBILITIES:

• Answers the telephone promptly, identifies self and the center refers calls to the appropriate area, and identifies and refers to urgent calls correctly. Accurately communicates phone messages as needed.
• Assists in scheduling return appointments, confirming the patient’s demographics, and updating the computer system as necessary.
• Registers patients. Calls patients to remind them of scheduled visits percenter routine.
• Checks in patients as they enter the center, identifies in the system whether they are an “Arrived”, “No-Show”, “Walk-In”, or a “Cancellation”. 
• Notifies appropriate personnel of patient’s arrival (per center routine) and secures patient’s medical record for use by Medical Assistant. 
• Monitors status of reception areas, updating appointment status by end of the day, alerting clinical staff of unusually long patient waiting times, or obtaining assistance in any unusual situations including patient conflicts.
• Performs other clerical support functions; scanning, scheduling, and documentation of appointments or referrals completing medical records release forms. Prints provider schedule the day before. 
• Review the schedule the day before to better prepare needed registration updates to ask from the patient, such as HIPAA, Consent to Treatment, MCHATS, ASQ, patient profiles, and any other paperwork as needed. 
• Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts. 
• Work with various programs such as dental, family planning, and behavioral health and follow the policies and procedures, workflows, and/or guidelines. 
• Process billing and collections.
• Deliver any patient care instructions.
• Leads and trains Patient Representatives in their daily job responsibilities to assure efficient patient care.
• Provides excellent customer service skills both to co-workers and patients.
• Represent Patient Representatives in morning huddles.
• Manage, create, and assist the Health Center Manager with the Health Center schedule.
• Order office supplies with Health Center Manager’s approval.
• Working on-site is an essential duty for the job. 
• This position may require travel between CCI sites to provide additional coverage when needed.
• Employees serving in a lead, senior or similarly designated position will be required to perform clinical duties daily.
• Other duties as assigned.

EDUCATION AND EXPERIENCE:

• Minimum High School diploma, an AA or BS degree preferred or commensurate experience.
• Current CPR certification.
• Two (2) years of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience. Two (2) plus years, of internal PR experience with CCI, is preferred. 
• Must be proficient with CCI systems, programs, protocols, and processes.

OTHER SKILLS AND ABILITIES:

• Bilingual (English/Spanish) preferred.
• Must possess excellent communication and interpersonal skills to greet patients and visitors in person or over the phone, and to direct them accordingly. 
• Ability to maintain a high standard of customer service and observance of corporation protocol in a hectic and sometimes hostile situation. Must be customer-focused.
• Ability to read and write to update patient information/forms, accurately communicate phone messages, and respond to visitors and callers as needed.
• Ability to engage with a diverse patient population and staff.
• Must be a role model by exemplifying CCI Core Standard of Behaviors.
• Must have strong mentoring, training, and monitoring skills; the ability to motivate, foster, and model team spirit.

WORKING CONDITIONS:

• Proper and professional grooming is always expected.
• Prolonged periods of standing, bending or working at a desk on a computer.
• The ability to lift (up to 15lbs) is required. 
• Work under stressful conditions within a controlled enclosed environment daily. The work environment involves exposure to potentially dangerous materials and situations that require extensive safety precautions and may include the use of protective equipment.  
• ADA Category. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 
• OSHA Category 1.  Clinical environment. Possibility of exposure to chemicals and infectious body fluids e.g., HPV, HIV, HEP C, HSV.

Why work at CCI? 

• Extensive benefits plan including PTO
• 403B Retirement Plan + Employer match up to 4%
• Tuition reimbursement opportunities
• Continuing education assistance; can be used toward obtaining certifications, renewal of certifications, or possible conference attendance. 
• Our providers are insured for malpractice under FTCA.

Equal Employment Opportunity (EEO)

CCI Health Services does not unlawfully discriminate based on race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer related or genetic characteristics or any genetic information), marital status, sex, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. All personnel decisions are to be administered in accordance with this policy and in compliance with applicable federal and state law, including, but not limited to, decisions regarding recruitment, selection, training, promotion, compensation, benefits, transfers, lay-offs, tuition assistance, and social and recreational programs.

The CEO & President of CCI and all managerial personnel are committed to this policy and its enforcement. Employees are directed to bring any violation of this policy to the immediate attention of their supervisor, Human Resources, or the CEO & President. Any employee who violates this policy or knowingly retaliates against an employee reporting or complaining of a violation of this policy, shall be subject to immediate corrective action, up to and including termination of employment. Complaints brought under this policy will be promptly investigated and handled with due regard for the privacy and respect of all involved.