Patient Services Rep

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. 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.

As our Patient Services Representative, you will be the first point of phone customer service contact for our patients, physicians and other clinic staff. This position is represented by the SEIU-UHW.

Every day, you will provide prompt, accurate, courteous and helpful phone and related assistance to all callers through a variety of communication channels including voice, chat, email, and text. You will perform a variety of duties including collecting and updating demographics, insurance information verification of health plan eligibility, and taking complete and accurate messages. You will schedule mutually acceptable appointment times utilizing an electronic appointment management system, electronic health record and contact center systems, and you may also assist with referrals and authorizations.

To be successful in this role, you will have an enthusiasm to help others, an innate ability to solve complex problems, and a desire for continuous growth and improvement.

• Resolve caller inquiries completely during the initial contact
• Communicate clearly and effectively with all stakeholders, verbally and in writing
• Perform job functions with independence, flexibility, and creative problem-solving
• Maintain call control by de-escalating issues and confidently articulating resolutions
• Utilize exceptional patient/customer service for effective problem-solving
• Meet all quality assurance and key performance metrics
• Schedule appointments, provide information, and process all patient requests efficiently and accurately
• Provide high-level customer service with active listening, problem-solving, and professional calm
• Proactively improve patient experience, maximize opportunities, and ensure a professional work environment
• Utilize resources wisely, maintain equipment, manage supplies, and adhere to time policies
• Continuously seek feedback, explore efficient alternatives, and offer proactive solutions to problems
• Ensure safety by understanding emergency plans, meeting OSHA standards, completing training, and maintaining confidentiality

Required

• High School Graduate or High School GED General studies
• Minimum of 6 months experience scheduling patient appointments, either in-person or via phone
• Experience with computer systems, including office windows based programs and web based applications

Preferred

• 1 year of higher education, some college