Patient Communications Specialist

About the role

The Patient Communications Specialist plays a crucial role in managing patient communications, scheduling appointments, and providing exceptional customer service at Harbor Community Health Centers.

Responsibilities

• Answer incoming calls and assist patients with scheduling, rescheduling, canceling appointments, and general inquiries.
• Accurately document patient communications, concerns, and follow-up activities within the electronic health record (EHR) system.
• Maintain accurate patient information, including demographic, insurance, and contact details.
• Route messages and calls to appropriate departments and staff members in a timely manner.
• Support patient access initiatives by ensuring appointments are scheduled appropriately and provider schedules are optimized.
• Maintain scheduling accuracy and identify potential scheduling conflicts or errors.
• Effectively de-escalate patient concerns and complaints while maintaining professionalism and excellent customer service.
• Meet established performance metrics related to call response times, call handling efficiency, and patient satisfaction.
• Ensure compliance with HIPAA and all HarborCHC confidentiality standards.
• Participate in audits, quality improvement activities, and special projects as assigned.
• Perform other administrative and operational duties as assigned by management.

Qualifications

• High School Diploma or equivalent required.
• Minimum one (1) year of customer service, call center, patient access, front office, or healthcare scheduling experience.
• Bilingual English/Spanish required.
• Current Basic Life Support (BLS) certification through the American Heart Association.
• Experience using Electronic Health Records (EHR) systems.
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.
• Strong communication, organizational, and problem-solving skills.

Expectations

• Adheres to all HarborCHC policies and procedures.
• Demonstrates HarborCHC's core values of Integrity, Compassion, and Excellence at all times.
• Maintains a strong commitment to the mission, policies, goals, and philosophy of HarborCHC.
• Maintains a positive and respectful attitude in all work-related interactions.
• Communicates regularly with their immediate supervisor regarding departmental and organizational matters.
• Reports to work consistently and prepared to perform the duties of the position.
• Mets productivity standards and performs duties as workload requires.
• Maintains strict confidentiality of all data and information.
• Demonstrates integrity and accountability in all duties and responsibilities.
• Performs all job functions in a professional and courteous manner, including responding to phone calls and emails in a timely manner.

Physical Requirements

• Sit.
• Use hands to manipulate objects, tools or controls.
• Reach with hands and arms.
• Talk and hear.
• Lift and/or move up to 10 pounds.
• Occasionally lift and/or move up to 25 pounds.

HRS Procedural Requirements

• Must be legally authorized to work in the United States.
• Successfully complete post-offer background screening and verification requirements.

Equal Employment Opportunity Statement

HarborCHC does not discriminate in employment opportunities or practices on the basis of race; religion; color; sex/gender (including pregnancy, childbirth, breastfeeding or related medical conditions); sexual orientation; national origin; ancestry; physical or mental disability; medical condition; genetic information/characteristics; marital status/registered domestic partner status; age; military or veteran status; use of cannabis off the job and away from the workplace; and any other basis protected by federal, state or local law or ordinance or regulation, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. This policy applies whether the individual has or is perceived to have any of the characteristics protected by law or is associated with a person who has or is perceived to have any of the characteristics protected by law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Disclaimer

The above statements define this position as it currently exists and are intended to describe the general responsibilities and requirements for this job. They are not to be considered as an exhaustive statement of duties, responsibilities, or requirements and does not limit the assignment of additional duties at the discretion of the supervisor. HarborCHC is an at-will employer. In addition, HarborCHC may change your duties, compensation or hours, or transfer, reassign, promote, demote, suspend, or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice.