Patient Engagement Representative Bilingual Spanish-Speaking

Job Description

Job Description

SUMMARY : Patient engagement representatives serve as the first point of contact for patients and exemplify personal warmth and professionalism through high quality, efficient, and effective service.

They actively work to create and maintain a professional, positive patient experience by identifying callers' needs, obtaining / verifying relevant information, problem solving and, where applicable, routing calls to the appropriate location.

Patient engagement representatives support medical and dental departmental teams and interact with patients, healthcare providers, and external stakeholders.

The ideal candidate should have a high degree of customer service and a passion for helping patients achieve wellness through health education.

Translates between English and Spanish.

• PRIMARY RESPONSIBILITIES :
• Knowledge and understanding of Employee Handbook.
• Carry out the meaning of the CSMD Mission and Vision statements.
• Practice a culture of safety to reduce or prevent risk of injury, claims, loss, or liability by utilizing the Risk Management and Infection Control Plan.
• Perform responsibilities with a high-quality standard to yield improved compliance, quality, and patient outcome measures by adhering to the Quality Improvement Plan.
• Be present and ready for work as scheduled.
• Attend in-service trainings, departmental meetings, and community events.
• Work cohesively with team members.
• Projects a friendly and upbeat tone when greeting and interacting with patients, families, providers, and coworkers in a courteous, friendly, and professional manner.
• Translates between English and Spanish.
• Effectively informs and educates patients by properly setting expectations with patients about what they should provide and expect at their appointment and other details that will facilitate a positive patient experience.
• Effectively, comprehensively utilizes the medical and dental electronic medical record (EMR) entering data, documenting, tracking, and managing patient care.

Promptly and accurately scans documents in the patient's EMR.

• Schedules appointments for all new and established patients, reschedules, completes insurance verification, and accepts payments when rotating at the Front Desk.
• Displays an attention to detail and follows call center protocols regarding urgent and routine calls.
• Achieve Key Performance indicators : Efficient talk time, call completion rate, accurate information capture rates, scheduling accuracy and efficiency and patient satisfaction scores.
• Conducts household income assessment to calculate sliding fee scale costs for services and updates promissory notes accordingly when working at the Front Desk.
• Maintain accurate confidential records of patients' interactions or transactions by following patient privacy protocol, recording details of inquiries, complaints, or comments, as well as actions taken.
• Collaborate and recommend improvements in service to reduce or prevent future problems and enhance the patient experience.
• Coordinates requests for medical records with the Medical Record Department.
• Follows and actively participates in CSMD's Quality Management Plan and adheres to standards of improvement accordingly.
• Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies, and procedures.
• Performed other duties as assigned.
• REQUIREMENTS :
• High School Diploma or equivalent.
• CMA preferred.
• Speaks Spanish fluently and experience with translating to English.
• One year of call center or customer service experience preferred.
• Detail oriented
• Must have ability to learn using medical and dental Electronic Health Records; must have strong computer skills.
• Must demonstrate a positive demeanor, and excellent verbal and written communication skills.
• Must have exceptional interpersonal communication skills to communicate effectively with callers in accordance with established policies and procedures.
• Must be able to effectively resolve conflicts and function in a team environment.
• Must have strong ability to multitask.
• SUPERVISES

N / A

TRAINING

Relias Track A Non-Clinical

Relias CareSouth Onboarding

PERFORMANCE MANAGEMENT EVALUATION TYPE

Patient Engagement

• PHYSICAL REQUIREMENTS :
• Visual acuity - always.
• Hand - eye coordination - always.
• Lifting approximately 10-15 lbs., Pushing, Pulling - sometimes.
• Stooping, Bending, and Standing - sometimes.
• Walking- frequent; short distances.
• WORK ENVIRONMENT :
• Indoor, environmentally controlled.
• Exposure to disease or infections.
• No vibrations.
• Exposure to artificial and / or natural light.
• Exposure to outdoor weather elements.
30+ days ago