Patient Communication Representative (Floater) 2/20/2017
University of California - Los Angeles Medical Centers
Los Angeles, CA
JOB DESCRIPTIONAPPLY Job Title:
Patient Communication Representative (Floater)
Patient Communications Rep
M,T,W,F, & Sat - rotating holidays
Agoura Hills, CA
$21.42 / $3727
$33.61 / $5848
Layoff Referral Deadline:
Patient Communication Representatives provide a high level of patient and analytical services over the telephone for assigned practices or service areas by utilizing state-of-the-art telecommunications and computer information systems. These services include, but are not limited to: patient to physician communication, physician to physician communication, serve as a resource and contact for information and services, referral source to UCLA Health, and utilization of our EMR system to communicate patient care and schedule & register a variety of appointments effectively and efficiently. A patient communication representative serves as the initial point of contact for the various practices and services that we support; with the knowledge and ability to guide callers to particular clinic/service based on information provided by patient and while utilizing a set of questionnaires, our reference site, and information from our contracting office to ensure that the service/s are appropriate for the caller. Our patient communication representatives must maintain a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit. They serve our customers by identifying their needs and responding to their needs while they are expected to utilize CICARE as their guiding principle. Our patient communication representatives must multi-task between identifying areas for improving patient relations, ensuring that quality standards are met while providing extensive personalized customer service, and executing Patient Communication Center activities.
Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills. Must be able to take appropriate action in a stressful environment. Minimum two years' patient registration, insurance processing or appointment scheduling, EPIC EMR system knowledge, receptionist, general office or a job related training program or minimum of 2 years of customer service experience may offset some of the experience requirement. Three years of relevant technical call center experience may be substituted. Able to work with diverse populations (patient, staff, physicians) under difficult and stressful situations. Supports a team approach. Demonstrated ability to maintain composure when confronted by difficult situations and to respond professionally. Maintains commitment to our customer service standards, World-Class practices, and CICARE principle. Demonstrated ability to creatively integrate competing demands of a multidisciplinary setting into a productive working environment to accomplish established objectives. Working knowledge of PC Windows applications sufficient to input and retrieve data. Basic knowledge of phone systems and technology. Readily accepts work assignments and changes within UCLA Health in a positive manner. Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action. Travel and work at either Santa Monica or Agoura Hills Patient Communication Centers.
Preferred: Bachelor's Degree may substitute for the experience requirement. Associate Degree may substitute for one year of experience. Working knowledge of computerized appointment scheduling system, insurance payors and processing or other related office functions. Working knowledge of the UCLA Health System. Must be able to travel to various locations and adapt to different environments. Able to work various hours and locations based on operational needs. Fluent in written and spoken Spanish. General knowledge of medical procedures and terminology.