Patient Care Representative (Call Center)

Job Description

Job Description

Position Purpose :

The Patient Care Representative plays a vital role in providing exceptional customer service to patients and clients of JWCH, Wesley Health Centers.

They serve as the first point of contact for individuals seeking information, scheduling appointments, and accessing services.

The representative assists patients with inquiries, resolves concerns, and ensures a positive experience throughout the interaction.

This position requires strong communication skills, empathy, and a commitment to delivering high-quality care to all callers.

Principal Responsibilities :

• Handle incoming calls from patients and clients seeking information, appointments, or assistance with healthcare services in a efficient and professional manner.
• Provide accurate and detailed information regarding clinic services, appointments, billing inquiries, and general inquiries.
• Schedule appointments for patients based on their needs, availability, and provider preferences.
• Verify patient information, insurance coverage, and eligibility for services during the scheduling process.
• Assist patients with navigating the clinic's online patient portal for appointment scheduling, prescription refills, and accessing medical records.
• Address patient concerns, complaints, or issues in a professional and empathetic manner, escalating complex issues to appropriate staff members when necessary.
• Collaborate with clinic staff, including providers, nurses, and administrative personnel, to coordinate patient care and ensure seamless communication.
• Maintain accurate and up-to-date patient records and documentation in the clinic's electronic health record (EHR) system.
• Adhere to all privacy and confidentiality regulations, ensuring the security of patient information at all times.
• Participate in ongoing training and professional development activities to enhance skills and knowledge related to call center operations and healthcare services.
• Performs other reasonably related duties as assigned by supervisor.
• Verifies eligibility via the state Medi-Cal, Health Plan and MHLA websites.

Requirements :

• High school diploma or equivalent (GED)
• Previous experience in a call center or customer service role, preferably in a healthcare setting.
• Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and effectively.
• Strong interpersonal skills and the ability to interact professionally and compassionately with patients from diverse backgrounds.
• Proficiency in using computer systems, electronic health records (EHR), and other software applications.
• Ability to multitask, prioritize workload, and manage time efficiently in a fast-paced environment.
• Knowledge of medical terminology, healthcare insurance, and appointment scheduling processes is desirable.
• Commitment to providing high-quality customer service and promoting a positive patient experience.
• Experience with window-based computer program.
• Ability to relate and communicate well with a diverse patient population.
• Ability to work within a team setting.
• Types at least 40 wpm.
• Bilingual (Spanish / English), bicultural required.

Physical Demands and Working Conditions :

• Extensive sitting.
• Extensive typing on the keyboard.
• Constant interactions on the phone.
• Occasional lifting and carrying items weighing up to 35 pounds.
• Requires manual dexterity and eye-hand coordination.
• Requires corrected vision and hearing to within normal range.
• Requires working under stressful conditions.
• All JWCH, Wesley Health Centers workforce members are recommended be fully vaccinated and boosted against COVID-19 .

Employee Benefits :

JWCH Institute, Inc., offers competitive salaries for all positions. Employees working 30 hours per week or more are provided a monthly allowance which can be used towards medical, dental, and vision premiums.

The agency offers sick leave, vacation time, 13 paid holidays, 401(k) Safe Harbor Profit Sharing plan, mileage reimbursement, short term and long tern disability plans, life insurance policies, employee parking and more !

Wesley Health Centers JWCH Institute is an Equal Opportunity Employer!