Heatlh Care Associate II

The Health Care Associate II (HCA II) will provide customer care to all patients. HCA II will communicate with care teams and patients using telephone, fax, patient portal, Microsoft Teams, videoconferencing and secure email tools. This position also requires competency in electronic health records. HCAs II will focus on customer service, teamwork and quality and timely deliverables. HCAs II often interact with patients and provide services, such as (but not limited to) receiving inbound or making outbound calls, making or changing appointments, checking in and checking out patients, handling payment transactions, verifying insurance, transporting patients, processing medical records and referring patients to specialists.

Under the general direction of the Front Desk Supervisor, the Health Associate II performs a variety of complex, professional, analytical, and confidential front desk services.

Duties include:

• Addressing Electronic Health Records (EHR) pool messages within 24-48 hrs., as appropriate
• Understand qualifications for county insurance programs and Sliding Fee Program
• Familiarity and utilization of de-escalations techniques
• Enroll eligible patients into county insurance (e.g. EWC, CDP, FPACT)
• Knowledge of all the organization’s services
• Registration and check-in process and procedure
• Navigate health plan portals to verify insurance eligibility
• Work flexible hours which may include some evenings and weekends
• Work at any of the organization’s locations, including clinics, mobiles, schools, encampments as assigned

Secondary Responsibilities:

• Attend workshops, training, and meetings as needed or requested.
• Perform other duties as assigned.
• Perform special project research and data collection activities as requested; analyze and interpret data, and prepare reports.

Qualifications:

Preferred Education, Experience, Training:

• High School Diploma or equivalent
• Minimum one year related experience in a customer service setting
• Proficient in Microsoft Office products including Excel, Word, and Outlook

Work

Conditions:

• Travel locally to visit other sites; may require a day or overnight trip to attend events; workload may be demanding at times; require professionalism and confidentiality.

Physical Demands:

This position requires:

• Sitting, walking, and standing associated with a normal medical, clinical and administrative office environment, with some bending, reaching, stretching, and lifting up to 25 pounds.
• Manual dexterity for tasks involving standard office equipment and computer keyboard, including repetitive movements, such as typing.
• Traveling to work sites, including some exposure to outside elements.
• Exposure to potentially dangerous materials and situations, requiring adherence to extensive safety precautions and possibly the use of protective equipment.