Patient Care Representative (Call Center)

Job Description

Job Description

Classification : Part-time

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 :

Physical Demands and Working Conditions :

part-time position