Patient Service Rep PCC

Patient Service Rep Pcc

CHI Health Clinic

Omaha, Nebraska

Opportunity to work from home (remote) after 90 days in the office.

Local candidates only.

Essential Key Job Responsibilities

1. Communicates results, enters medication requests, documents in the Electronic Health Records within the scope of the MA role and per CHI Health and department protocols.
2. Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
3. Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
4. Updates patients of the status of their referral or authorizations.
5. Communicates to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.
6. Sends out accurate and complete communication to physicians or other healthcare providers.
7. Determines the reason for the call and assists the caller with their questions, concerns or problems with the focus on first call resolution. Facilitates patient issue-resolution by referring the matter to an issue/content expert. Escalates the matter to a supervisor, requests the appropriate information or takes appropriate action so that the issue expert is able to effectively resolve the matter.
8. Consistently and positively communicates and collaborates with colleagues, supervisor, and customers (internal and external). Communicates collaboratively in situations involving conflict so the conflict de-escalates and is resolved.
9. Schedules and registers patient appointments and/or provides information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Processes all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
10. Follows department workflows and uses tools appropriately to ensure efficiency and accuracy.

Qualifications

Required Education and Experience:

• High School Diploma or equivalent.
• Experience with computer systems required, including web based applications.
• Minimum of two (2) years experience in a patient-focused healthcare environment OR high volume multichannel contact center.
• Satisfactory completion of a formal Medical Assistant program pursuant to the Division of Allied Health Professions or military training that is equivalent to an accredited Medical Assistant program (as determined by CHI Health).

Required Licensure and Certifications:

• None

Required Minimum Knowledge, Skills, Abilities and Training:

• Must pass the contact center assessment and pass typing proficiency assessment. Must pass Medical Assistant assessment. Must pass the contact center final exam after completing the contact center training course.
• Demonstrated skills in customer service excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.
• Attention to detail, customer service and keyboarding skills. Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone, in email, and other communications.
• Computer skills, customer service skills and behavior, and data entry will be assessed via Call Center Assessment.

From primary to specialty care, as well as walk-in and virtual services, CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.