Medical Office Rep I Float

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health – one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. Our 130+ clinics across the state of California deliver high-quality, patient-centric care with an emphasis on humankindness. Through affiliations with Dignity Health hospitals, along with our joint ventures and partnerships, we offer a robust, state-of-the-art health care delivery system in the communities we serve .We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

One Community. One Mission. One California 

As a Medical Office Representative at our Dignity Health Medical Foundation clinics, now part of CommonSpirit Health, you’ll be the first to greet and prove excellent customer service to our patients, physicians and other visitors. You will be the primary phone contact for incoming calls to the clinic and effectively communicate and distribute all messages.

Your success in this role comes from your enthusiasm to help others, work efficiently, and your empathy for our patients. This is the perfect opportunity if you are interested in growing your career in healthcare.

Some of your daily activities will include:
- Collecting and updating demographics and insurance information
- Verification of health plan eligibility
- Taking complete and accurate messages
- Scheduling mutually acceptable appointment times utilizing an electronic practice management system
- Performing other clerical duties as needed and requested to support daily clinic operation goals, bench marks, and quality patient care initiatives per departmental guidelines
- As a Float Medical Office Representative you will be assigned to various clinic locations based upon business need

• Consistently demonstrates customer service expectations as outlined in the Dignity Health Medical Foundation audit tools.
  
  
  Consistently makes eye contact and smiles.
  
  
  Demonstrates active listening with positive can do attitude.
  
  
  Consistently respectful, concerned, and shows empathy.
• Uses scripted greeting. "Thank you for choosing Mercy Medical Group this is (your name) how can I help you"
  
  
  Uses scripted closing at every interaction. "Is there anything else I can do for you" Over the phone and as patients leave the clinic.
  
  
  Consistently and proactively greets patients when within 3 feet of them.
  
  
  Engages in professional business related conversations in patient areas and avoids personal conversations where patients may hear them.
  
  
  Consistently states first name and wears name badge above the waist.
• Keeps patient informed about appointment delays and offers solutions every 10 minutes.
  
  
  Consistently demonstrates competence as outlined in the applicable Dignity Health Medical Foundation audit tools and job description.
  
  
  Meets or exceeds telephone performance expectations consistently by answering within 3 rings and keeping abandonment rates below 5%.
  
  
  Verifies and updates, patient demographics and insurance information.
  
  
  Takes legible, clear, complete, and accurate messages per specific expectations outlined by applicable procedures and department supervisor.
• Accurately and timely schedules acceptable appointments / procedures per patient expectations and as outlined by department Supervisor.
  
  
  Accurately completes and documents ROI, HIPAA, and other forms.
  
  
  Retrieves and prepares patient medical information as needed.
  
  
  Routes, manages, prioritizes, and completes tasks every hour or per specific expectations as outlined by department supervisor.
  
  
  Routes appropriate tasks when applicable to the proper individual or group per specific expectations as outlined by department Supervisor.
• Accurate collection / data entry of payments and provides a receipt.
  
  
  Follows all cashiering, batching, and end of day balancing procedures.
  
  
  Self initiative to identify opportunities and participate in improving physician efficiencies.
  
  
  Proactively involves others as appropriate in planning and prioritizing work.
• Quickly seeks assistance from leadership when unsure of what to do, how to handle a situation, or how to accomplish something.
  
  
  Consistently keeps self informed and prepared for any situation.
  
  
  Quickly returns calls and responds to requests. Urgents within 1 hour, non urgents by end of the day if received by 4:30 and before noon the next day if received after 4:30.
  
  
  When issues arise they are taken care of on the spot ASAP

Required

• High School Graduate General Studies, upon hire or
• High School GED General Studies, upon hire and
• None, upon hire

Preferred

• Six (6) month's experience in anoutpatient setting as a Medical OfficeReceptionist or
• an equivalentamount of experience in a high-volumecustomer service role in anotherindustry/environment; or
• 6 monthsexperience as a Phone Receptionist orHealth Information Associate withinDignity Health Medical Foundation. and
• Experience with multi-line phones/ACDphones

***This position is represented by SEIU United Healthcare Worker