The Patient Communication Services is responsible for proactive communication with patients concerning upcoming appointments, rescheduling and missed appointments. This is a customer service position that requires exceptional ability to multitask in stressful situations while providing excellent customer service to patients, colleagues, and third party organizations in the Center over the telephone and/or by email.
This position requires detailed knowledge of all aspects of medical appointment scheduling, including patient appointments, registration protocols, billing practices, telephone practices and scheduling guidelines. This person collaborates with Medical Schedulers, Patient Advocates, Health Care Providers, Medical and Dental Assistants, and other support staff to complete his/her work.
The Patient Communication Services is a vital point of contact with patients and it is important this person presents themselves professionally and friendly at all times. Within a community health center setting, the patient population varies greatly and it is important the Patient Communication Services is able to deliver services in the native language of the patient and in a culturally competent manner at all times.
Proactively calls both new and established patients with appointment reminders.
Provides patients with information about the Center including services provided and fees associated with those services; maintains current knowledge of fee schedule and services at all times.
Works interdependently with the other Patient Communication Services to ensure that daily administrative tasks are completed in a timely manner such as checking messages, monitoring the wait list, appointment reminder calls, missed appointment follow up procedure, etc.
Assigns wait list appointments appropriately and correctly classifies patient visits in the Electronic Medical Records system.
All other duties as assigned.
Qualifications, Education, and Experience:
Minimum 2 years customer service experience, preferably in a Medical Scheduling environment.
Outstanding customer service, communication and interpersonal skills
Must have familiarity with telephone software. Experience with Electronic Medical Records systems is a plus.
Adept at all applicable computer software, i.e., Word, Excel, and Outlook
Bilingual English & Spanish Required.
The Greater Prince William Community Health Center is a non-profit, 501c3, Federally Qualified Health Center (FQHC) providing affordable access to primary, dental, behavioral, OB-GYN, laboratory, and pharmacy services for the whole family under one roof (at three locations). The organization has Centers in Woodbridge, Manassas and Dumfries Virginia. The Centers are located in Eastern Prince William County at the confluence of the Occoquan and Potomac Rivers, 25 miles south of the National Capital. The area enjoys premiere schools, performing arts, national refuges and parks, and a mix of housing types and price points.
GPWCHC participates in e-Verify: #removed#/E-Verify
Role: Patient Communication Services- Bilingual Spanish/English
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