Posted in Other 30+ days ago.
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Type: Full Time
Location: Los Angeles, California
Patient Communication Representatives (PCR) 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. In addition we have a web-based reference site, which includes various links and resources available to our PCRs. 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 CI -CARE 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 high call volume environment. Able to work with diverse populations (patient, staff, physicians) under difficult and stressful challenging 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 CI - CARE 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 window 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. Preferred: 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. Associate Degree may substitute for one year of experience. Bachelor's Degree may substitute for the experience requirement. Three years of relevant technical call center experience may be substituted. Working knowledge of computerized appointment scheduling system, insurance payers 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.