Patient Support Representative

Position Summary: Perform duties required in a call center of a multi-location Federally Qualified Health Center. Utilize Medical Assistant skills to place, receive and route a high volume of calls through an electronic switchboard, relay messages to health center staff and correctly schedule patient appointments with providers as appropriate. Includes scheduling transportation and interpretation services in addition to documentation in the electronic medical record system.

Education: Graduate of a Certified Medical Assistant Program.

Experience: One (1) year experience in a physician practice or clinic setting is preferred. One (1) year experience in a customer service or call center environment.

1. Strong organizational skills.
2. Excellent verbal and written communication skills.
3. Excellent telephone skills with the ability to communicate clearly and project a pleasant and professional demeanor.
4. Proficient computer skills including the use of word processing, e-mail and electronic medical records software.
5. Knowledge of the health care field and medical office protocols and procedures.

Transportation Requirement: None

License(s)/Certification(s) Required: Certificate from Medical Assistant Training program.

FUNCTIONS OF THE JOB

Essential Functions

1. Receive and understand department protocols required to route calls from established patients that include but are not limited to; requests for medication refills, requests for internal laboratory results, requests for procedure results performed at external organizations, requests for internal appointments, requests related to external referral appointments, requests for advice related to an acute dental or medical health issue, requests for financial assistance, requests for paperwork completed by PCPs, requests to speak to someone concerning a complaint or concern, requests for medical records and/or requests to speak directly to a PCP or nurse.
2. Ability to determine the acuity of the caller's request and route in the appropriate manner per department protocol and/or determine necessity of next day or same day appointment.
3. Ability to craft, via the EHR, a complete and concise message from callers whose request is directed to the clinical staffs in the health centers.
4. Receive and understand department protocols required to route calls appropriately from external providers and health care organizations.
5. Excellent knowledge of the organization's departments and departmental functions to transfer calls appropriately.
6. Maintain master telephone directory.
7. Make appointments and reschedules appointments as needed.
8. Coordinate and schedule transportation and interpreter requests with health center appointments.
9. Troubleshoot schedules and correct as needed.
10. Perform other duties as assigned.

Supervises: None

NOTE: SMOKING IS PROHIBITED IN THE WORK ENVIRONMENT

NOTE: ALL APPLICANTS MUST PROVIDE CONTACT INFORMATION FOR THREE REFERENCES

AN EQUAL OPPORTUNITY SERVICES PROVIDED ON A NON-DISCRIMINATORY BASIS