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Job: Patient Communications Representative - Patient Communications

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Job Description

We are now hiring
Req #1312
Patient Communications Representative - Patient Communications
Tuesday, February 20, 2018

El Rio Patient Communication Representatives make in difference in our patients' health and wellness:
Every Call, Every Contact, Every Patient, Every Day!

Join Us!
Join our El Rio culture that nurtures, recognizes, reinforces, and celebrates superior customer services. Patient Communications Representatives (PCR's) support our patients by responding to in-coming calls and guiding them through our El Rio services, with professionalism and exceptional customer service PCR's assist patient’s care needs by scheduling appointments with an El Rio provider, directing the patient to the appropriate level of care, processing messages for the El Rio providers in NextGen EMR, researches referrals, listens to patient’s complaints with compassion and empathy, answers general questions about El Rio services and programs.

Career Advancement: YES!
Excellent Benefits: YES!
Rewarding Career: YES!
Flexible Work Schedule: YES!

Essential Job Functions:

* Performs patient requests by following scheduling guidelines, and scripts for the appropriate disposition of calls (e.g., scheduling appointments for Dental, Pediatrics, Internal Medicine, Family Medicine, OB/GYN and Specialty).

* Research issues across multiple databases and work with clinic and other departments to resolve customer issues and/or partner with others to resolve escalated issues.
* Processes messages for providers and nurses, initiates patient’s requests for a referral and answering or referring queries. Messages are clear, brief, and concise with no misspelled words. Uses approved medical abbreviations.
* Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.
* Displays a positive attitude toward all department providers, supervisors and all staff members.
* Always strives to anticipate by listening carefully, understanding, and fulfillment of patient’s needs.

* A High School Diploma or G.E.D.

* A minimum of one (1) years’ experience in healthcare related field, preferably in medical or dental appointment scheduling.
o Knowledge of medical and/or dental terminology.
* A minimum of one (1) years’ customer service experience, preferably in a call setting environment.

* Preferred: Medical Assistant, Medical Office, or other healthcare certificate from an accredited school; or a degree from an accredited nursing program.

* Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
* Ability to effectively present information on the phone to patients, providers, and other employees of the organization.
* Preferred: Bilingual in English/Spanish

* Working knowledge of personal computers; Microsoft Work, Outlook, and Internet required.
* Knowledge of NextGen or QSI Dental preferred.
* Ability to add/subtract/multiply/divide in all units of measure, using whole numbers, common fractions and decimals.

* Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
* Ability to deal with problems involving several concrete variables in standardized situation while maintaining a positive outlook.

* Demonstrated ability to quickly build rapport and respond to patients in a compassionate manner by identifying and exceeding their expectations (responding in a respectful and timely manner, consistently meeting commitments).
* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current needs of the patient.
* Flexibility to customize approach to meet all types of patient communication styles and personalities.
* Proficient conflict management skills, to include the ability to resolve issues in a stressful situation and demonstrating personal resilience.
* Ability to maintain a level of respect and professionalism in all situations.
* Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must be in compliance with Arizona vehicle insurance requirements.


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Job Family: Clerk

Pay Type: Hourly

Min Hiring Rate: $10.50

Required Education: High School

Location: Administration, Tucson, Arizona, United States of America

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