Patient Communications Specialist

MISSION, VISION, AND VALUES

Our mission is to provide quality, comprehensive healthcare and supportive services to our community. Our vision is "Improving the Health and Well-Being of Our Community." Our core values are Integrity, Compassion, and Excellence. Employees are expected to demonstrate a strong commitment to the mission, policies, goals, and philosophy of Harbor Community Health Centers.

JOB SUMMARY

The Patient Communications Specialist reports directly to the Patient Experience Manager and serves as a primary point of contact for patients seeking services at Harbor Community Health Centers. This position is responsible for managing incoming patient communications, scheduling appointments, providing exceptional customer service, maintaining accurate patient information, and supporting efficient clinic operations through effective communication and coordination.

ESSENTIAL DUTIES & RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An individual must be able to perform each essential duty satisfactorily to be successful in this role.

Patient Communications Specialist:

• Answer incoming calls and assist patients with scheduling, rescheduling, canceling appointments, and general inquiries.
• Accurately document patient communications, concerns, and follow-up activities within the electronic health record (EHR) system.
• Monitor and manage patient communication platforms, work queues, and assigned tasks according to HarborCHC procedures.
• Verify and update patient demographic, insurance, and contact information during each interaction.
• Route messages and calls to appropriate departments and staff members in a timely manner.
• Support patient access initiatives by ensuring appointments are scheduled appropriately and provider schedules are optimized.
• Maintain scheduling accuracy and identify potential scheduling conflicts or errors.
• Effectively de-escalate patient concerns and complaints while maintaining professionalism and excellent customer service.
• Meet established performance metrics related to call response times, call handling efficiency, and patient satisfaction.
• Ensure compliance with HIPAA and all HarborCHC confidentiality standards.
• Participate in audits, quality improvement activities, and special projects as assigned.
• Perform other administrative and operational duties as assigned by management.

QUALIFICATIONS

Required Education, Experience, and/or Training:

• High School Diploma or equivalent required.
• Minimum one (1) year of customer service, call center, patient access, front office, or healthcare scheduling experience.
• Bilingual English/Spanish required.
• Current Basic Life Support (BLS) certification through the American Heart Association.
• Experience using Electronic Health Records (EHR) systems.
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.
• Strong communication, organizational, and problem-solving skills.

Preferred Education, Experience, and/or Training:

• Associate's degree.
• Experience with eClinicalWorks (eCW).
• Experience working in a Federally Qualified Health Center (FQHC) or community health center environment.
• Knowledge of healthcare scheduling workflows and insurance verification processes.

EXPECTATIONS

• Adheres to all HarborCHC policies and procedures.
• Demonstrates HarborCHC's core values of Integrity, Compassion, and Excellence at all times.
• Maintains a strong commitment to the mission, policies, goals, and philosophy of HarborCHC.
• Maintains a positive and respectful attitude in all work-related interactions.
• Communicates regularly with their immediate supervisor regarding departmental and organizational matters.
• Reports to work consistently and prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload requires.
• Maintains strict confidentiality of all data and information.
• Demonstrates integrity and accountability in all duties and responsibilities.
• Performs all job functions in a professional and courteous manner, including responding to phone calls and emails in a timely manner.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust.

HOURS OF OPERATIONS

HarborCHC is open Monday-Thursday 7:00am-7:00pm, Friday 8:00 am-5:00pm, and Saturday 8:00am-5:00pm.

HR PROCEDURAL REQUIREMENTS

• Must be legally authorized to work in the United States
• Must successfully complete post-offer background screening and verification requirements
• This job description is not intended to be all-inclusive; additional duties may be assigned

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

HarborCHC does not discriminate in employment opportunities or practices on the basis of race; religion; color; sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions); sexual orientation; national origin; ancestry; physical or mental disability; medical condition; genetic information/characteristics; marital status/registered domestic partner status; age; sexual orientation; reproductive health decision-making; military or veteran status; use of cannabis off the job and away from the workplace; and any other basis protected by federal, state or local law or ordinance or regulation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. This policy applies whether the individual has or is perceived to have any of the characteristics protected by law or is associated with a person who has or is perceived to have any of the characteristics protected by law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

DISCLAIMER

The above statements define this position as it currently exists and are intended to describe the general responsibilities and requirements for this job. They are not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor. HarborCHC is an at-will employer.

In addition, HarborCHC may change your duties, compensation or hours, or transfer, reassign, promote, demote, suspend, or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice.

TBD