Patient Retention Representative - I

PATIENT RETENTION REPRESENTATIVE JOB SUMMARY

Patient retention representative will coordinate care for patients and increase access to primary care and preventive services through in-reach and outreach activities, follow up, and scheduling of appointments. Representative is responsible for making outbound retention calls to new and existing patients who require services.

PATIENT RETENTION REPRESENTATIVE ESSENTIAL DUTIES AND RESPONSIBILITIES

• Conduct outreach/in-reach calls to new and existing patients.
• Answer incoming calls.
• Understand the requirements of the caller and provide precise information, triage appropriately.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle telephone tasks like call transfers, taking/sending messages, call interruptions, holds, and unintentional disconnects.
• Document all communication in reference to the appointment from patients accordingly in a communication log in the patients’ electronic health record.
• Understand the impact of attitude in handling calls professionally.
• Be courteous and conscientious of call queue at all times.
• Support excellent customer service philosophy.
• Schedule new patient and follow up visit appropriately.
• Coordinate with clinic and clinical staff as needed.
• Stays in compliance with all HIPAA regulations.
• Maintain daily, positive communication with other departments.
• Encourage a cooperative, team approach to interdepartmental workflow.
• Attend meetings as required.
• Perform other duties, as assigned.

 PATIENT RETENTION REPRESENTATIVE EDUCATION, TRAINING AND EXPERIENCE

• High School Diploma or GED.
• 1+ years of experience in customer service/call center, or equivalent experience including in-reach and outreach activities.
• Must be bilingual in English and Spanish or Armenian

PATIENT RETENTION REPRESENTATIVE: $21/hr

PATIENT RETENTION REPRESENTATIVE KNOWLEDGE, SKILLS AND ABILITIES

• Ability to find solutions when barriers are identified.
• Strong documentation skills.
• Ability to multi-task and prioritize when needed.
• Ability to independently seek out resources and work collaboratively.
• Ability to read, understand and follow oral and written instructions.
• Experience and work ethics that supports working within a high functioning, team-oriented environment.
• Demonstrates a willingness and ability to work under supervision.
• Ability to develop and maintain good working relationships with staff.
• Ability to use computer and learn new software programs.
• Possesses ability to communicate effectively, both verbally and in writing.
• Possesses genuine respect for others and acceptance of their individual social and cultural traits.
• Proficient knowledge of Microsoft Outlook.
• Demonstrate flexibility, enthusiasm, and willingness to cooperate while working with others in multi-disciplinary teams.
• Performs other related duties as assigned.

PHYSICAL DEMANDS

Position requires prolonged sitting at a computer, some bending, lifting, stooping and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopy machine, telephone, and other office equipment is also required. Employee must have normal range of hearing and eyesight.

NOTE: The essential job functions for this position include, but may not be limited to those listed in this job description. Employees hired for this position must be able to perform the essential functions of this job without imposing significant risk of substantial harm to the health or safety of themselves or others.

We are committed to providing equal employment opportunities to all applicants, including those with arrest or conviction records. In accordance with the ULAC Fair Chance Ordinance, we will not inquire about or consider criminal history until after a candidate has received a copy of their background check report. All applicants will be evaluated based on their qualifications and ability to perform the essential functions of the job. For more information, please refer to LA County Fair Chance Hiring.