Patient Confirmation Specialist

Description

SUMMARY: To provide high-quality customer service to clinic patients and maintain a professional and friendly atmosphere. To coordinate AxessPointe Community Health Center, Inc. (API) health center appointments, maintain patient charts, and represent the health center in all patient interactions. API manages patient care using a team-based approach in our interactions with patients and working to achieve stated objectives and outcomes.

SUPERVISOR: Health Center Administrator

DUTIES AND RESPONSIBILITIES:

• Appointment Confirmation: Contact patients via phone (and/or text/email) to confirm scheduled appointments, ensuring accurate details such as time, date, and location.
• Reminder Services: Provide reminders to patients about upcoming appointments, ensuring they understand any required preparations (e.g., fasting, paperwork, identification).
• Rescheduling: Assist patients with rescheduling or canceling appointments as necessary, while maintaining the health center's schedule.
• Data Entry: Update and maintain patient records with confirmation, cancellations, or changes to appointments.
• Patient Communication: Address patient questions or concerns related to their appointments, offering support in a professional, friendly, and clear manner.
• Follow-up Calls: For missed or rescheduled appointments, follow up with patients to ensure they are aware of their new appointment details and any relevant health instructions.
• Collaborate with Medical Staff: Coordinate with healthcare providers and office staff to ensure patient scheduling and appointment needs are aligned.
• Maintain Confidentiality: Ensure patient information is handled according to privacy laws and confidentiality standards (HIPAA compliance).
• Reporting: Track confirmation rates and missed appointments, and report trends to the management team to help improve scheduling processes.
• Customer Service: Provide a high level of customer service to ensure positive patient experiences and promote satisfaction with the health center’s services.
• Patient/Customer Focus: Makes patients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains patient trust and respect; meets or exceeds patient’s expectations. Core values of Patient-Focused Care: Timely answering of calls; respect: compassion, empathy, caring, non-judgmental, focusing on one patient at a time, establish trust and ensure patient satisfaction. Compassionate Care: Treating patients as if they are our family/friends: Platinum Rule (Treat others the way they want to be treated), being kind and courteous, showing empathy and not passing judgment, showing patients respect, understand patient’s limitations, demonstrating professionalism even under stressful situations
• Technical/Professional Knowledge and Skills: Possesses, acquires and maintains the technical/ professional expertise required to do the job effectively. Demonstrates knowledge through problem solving, applying professional judgment and competent performance.
• Support and participate in process improvement efforts.
• Adapts well to changes in assignments and priorities, adapts behavior or work methods in response to new information, changing conditions or unexpected obstacles. Uses creativity and imagination to develop new insights into situations and applies new solutions to problems. Core Value of Creative Care: open to change, optimistic, focus on learning and sharing.
• Perform any additional duties assigned by the supervisor

Requirements

MINIMUM QUALIFICATIONS:

• Minimum of a High School diploma or equivalent is required.
• 1-3 years’ experience working with underserved/vulnerable populations and working with community resource programs is preferred.
• Essential Technical/Motor Skills: Able to operate phone, headset, computer, fax machine, printers, scanners, webcam and other office machines and equipment.
• Ability to successfully complete all required and applicable federal and/or state consumer assistance training.
• Interpersonal Skills: Work independently and as a team member and at times with difficult clients
• Essential Mental Abilities: Ability to meet and interact in positive way with people. Ability to organize and multi-task. Communicate effectively and in a culturally appropriate manner.
• Adhere to the guidelines & principals of API and any of its satellite locations.
• Must have excellent oral and written communication skills and advanced computer skills
• Must maintain a valid driver’s license, dependable transportation, and be able to travel between health center sites and throughout the health center’s service area.
• Understanding of medical terminology preferred
• Must be flexible to work evening and Saturday hours as needed

LICENSES AND CERTIFICATIONS:

• None required.

COMPLIANCE:

This position requires compliance with API's written standards, including its Compliance Program and Standards of Conduct and policies and procedures. Such compliance will be an element considered as part of the regular performance evaluation.

Failure to comply with API's Written Standards, which may include the failure to report any conduct or event that potentially violates legal or compliance requirements or API's Written Standards or, for managers and supervisors, fails to detect non-compliant conduct where reasonable efforts would have resulted in detection, will be met by the enforcement of disciplinary action, up to and including possible termination, in accordance with API's Compliance Program Policy and Procedure: Addressing Instances of Non-Compliance through Appropriate Disciplinary Actions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, and use hands to finger handle or feel; to talk; or hear. The employee is frequently required to reach with hands and arms. The employee must occasionally stand, walk, climb or balance, stoop, kneel, crouch or crawl. The employee must be able to frequently lift up to 25 pounds. The employee may occasionally be required to lift 25 to 50 pounds; however, this is not essential; duties may be shifted to accommodate lifting restrictions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to use close vision (clear vision at 20 inches or less). The employee will occasionally be working near moving mechanical parts, be exposed to outdoor weather conditions and exposed to the risk of electrical shock while running the copier, printer, other standard equipment and answering the telephone. The noise level in the work environment is low to moderate.

Stress level can be high at times.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.