Patient Experience Specialist Ii - San Pedro, United States - Harbor Community Health Centers

Description

Love what you do and do what you love. Harbor Community Health Centers is seeking a Patient Experience Specialist II to join our team.

HarborCHC is a trusted provider of state-of-the-art health services for men, women, and children throughout San Pedro, CA, and the surrounding Los Angeles and South Bay areas.

Our mission is to provide quality, comprehensive healthcare, and supportive services to those in our community, regardless of their ability to pay.

Founded more than 50 years ago on the belief that every person of every age and income level should have access to the best healthcare options available, Harbor Community Health Centers is dedicated to providing cutting-edge healthcare services for residents of the San Pedro area, including preventive options like routine, school and sports physicals, immunizations, OB/GYN care, and health screenings, as well as treatment of both acute and chronic illnesses and diseases.

Begun as the "storefront" Harbor Free Clinic in 1970, today the clinic features two locations in San Pedro - a general care clinic and a location dedicated to pediatrics.

JOB SUMMARY
This position is responsible for ensuring that all patient interactions/experiences are successful by providing excellent customer service. The Patient Experience Specialist II is responsible for phone, patient communication and administrative functions for the health center(s).


EXPECTATIONS

• Adheres to all Harbor Community Health Center (HCHC) policies and procedures.
• Observes all policies and procedures for the use of timekeeping system, including attendance, tardiness, proper clocking procedure, overtime authorization, and that employee nametag is visible.
• Conducts self in a manner that represents HCHC's core values at all times.
• Maintains a positive and respectful attitude with all workrelated contacts.
• Provides excellent customer service.
• Communicates regularly with his/her immediate supervisor about departmental and HCHC concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Fosters an environment that promotes trust and cooperation among all staff.

MISSION, VISION, AND VALUES

Our mission is to provide low cost, comprehensive high quality health care and supportive services to those in our community who do not have access to medical care.

Our vision is "Improving the Health and Well Being of our Community"

Our Core Values consist of Integrity, Compassion, Excellence, and Diversity, Equity, & Inclusion.

Employees must possess a strong commitment to the mission, policies, goals and philosophy of Harbor Community Clinic.


ESSENTIAL DUTIES & RESPONSIBILITIES
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 EHR system.
• Monitor and address tasks in HCHC's patient communication platform according to HCHC procedures.
• Ensure patient demographics are accurate and complete in the 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.
• Any additional administrative duties as directed by your Supervisor.

QUALIFICATIONS

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
• Bilingual English/Spanish
• Current Basic Life Support (BLS) Certification by the American Heart Association
• Experience with electronic health records (EHR), eClinicalWorks preferred
• Experience at Federally Qualified Health Center preferred

Key Competencies:

• 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 problemsolving 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 detailoriented.
• 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.

Human Resource