Job Description

MISSION, VISION, AND VALUES

Our mission is to provide quality, comprehensive healthcare and supportive services to those in our community. Our vision is "Improving the Health and Well Being of our Community." Our Core Values consist of Integrity, Compassion, and Excellence. Employees must possess a strong commitment to the mission, policies, goals and philosophy of Harbor Community Health Centers.

JOB SUMMARY

This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Communications Specialist is responsible for phone, patient communication and administrative functions for the health center(s).

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

Patient Communications Specialist

• Answer phones, address all concerns and follow up with proper documentation and notes in the electronic health records (EHR) system.



• Monitor and address tasks in HarborCHC's patient communication platform according to HarborCHC procedures. 



• Ensure patient demographics are accurate and complete in the electronic health records (EHR).



• Deliver messages and route calls from patients to appropriate staff.



• Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on an ongoing, daily basis.



• Maintain department policies and ensure procedures meet HIPAA compliance, are current with industry standards, and are followed.



• Participates in internal and external audits and projects when necessary.



• Maintian metrics of wait time as required by health plans to 90 seconds.



• Maintian metrics of each call and assist time to 2.50 minutes.



• Effectively de-escalate patient complaints on calls with even tone.



• Demonstrate understanding of EHR scheduling process.



• Follow scheduling rules and process for efficiency, inluding maximization of visits.



• Ability to convey to patients/callers, effective messaging, regarding pracice protocols.



• Scrub schedule for any errors on an ongoing daily basis.



• Any additional administrative duties as directed by your Supervisor.

Key Competencies:

• Committed to providing an exceptional experience in all interactions.



• Ability to understand and manage patient appointment schedules to optimize patient flow and provider/staff productivity.



• Must have strong analytical and problem-solving skills.



• Must have proficient computer skills, including Microsoft Office abilities, with intermediate Excel skills.



• Must have the willingness and ability to adapt to change, including advances in technology.



• Ability to handle multiple tasks and be highly organized and detail-oriented.



• Must be able to communicate effectively, in English and Spanish, both verbally and written. 



• Ability to work with diverse populations.



• Treat all patients and colleagues with dignity and respect. 



• Committed to the mission of Harbor Community Health Centers.

QUALIFICATIONS

Required education, experience and/or training:

• High school diploma or equivalent 



• At least 1 year experience in customer service/patient services in a health/dental office setting



• Bilingual English/Spanish 



• Current Basic Life Support (BLS) Certification by the American Heart Association 



• Experience with electronic health records (EHR), eClinicalWorks preferred



• Experience at Federally Qualified Health Center preferred

EXPECTATIONS

• Adheres to all Harbor Community Health Center (HarborCHC) policies and procedures.



• Conducts self in a manner that represents HarborCHC’s core values at all times.



• Must possess a solid commitment to the mission, policies, goals, and philosophy of HarborCHC.



• Maintains a positive and respectful attitude with all work-related contacts.



• Communicates regularly with his/her immediate supervisor about departmental and HarborCHC concerns.



• Consistently reports to work prepared to perform the duties of the position.



• Meets productivity standards and performs duties as workload necessitates.



• Maintain strict confidentiality of all data and information.



• Demonstrates integrity and accountability for duties and responsibilities. 



• Performs all job functions in a professional and courteous manner. This includes answering 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, Saturday 8:00am-5:00pm with occasional overtime, or other shifts based on clinic need.

HR PROCEDURAL REQUIREMENTS

• Legal authorization to work in the United States.



• Clear all post offers, pre-employment background screening, and education verification.



• This is not entended to cover all aspects of your description as 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 content of 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.

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