Patient Communications Specialist

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.

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).

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:

• 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 Harbor
  
  CHC's patient communication platform according to Harbor
  
  CHC 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.
• 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.

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
• Current Basic Life Support (BLS) Certification by the American Heart Association
• Experience with electronic health records (EHR), eClinical
  
  Works preferred
• Experience at Federally Qualified Health Center preferred

• Adheres to all Harbor Community Health Center (Harbor
  
  CHC) policies and procedures.
• Conducts self in a manner that represents Harbor
  
  CHC’s core values at all times.
• Must possess a solid commitment to the mission, policies, goals, and philosophy of Harbor
  
  CHC.
• Maintains a positive and respectful attitude with all work‑related contacts.
• Communicates regularly with his/her immediate supervisor about departmental and Harbor
  
  CHC 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.…