Patient Experience Specialist I

POSITION DESCRIPTIONDate : 11 / 01 / 2024 Please check one : New RevisedPosition Title : Patient Experience Specialist I Pay Rate / Grade : $22.00 - $23.00Reports to : Patient Experience Manager FLSA / Work Status : Exempt Non-exemptFull-time Part-timeHourly SalariedDirect reports : N / ASchedule : Monday - Friday 8 : 00am - 5 : 00pmJOB SUMMARYThis position is responsible for ensuring that all patient interactions / experiences are successful byproviding excellent customer service. The Patient Experience Specialist I is responsible for phone, patientcommunication and administrative functions for the health center(s).EXPECTATIONS- Adheres to all Harbor Community Health Center (HarborCHC) policies and procedures.- Observes all policies and procedures for the use of time-keeping system, including attendance,tardiness, proper clocking procedure, overtime authorization, and that employee nametag isvisible.- Conducts self in a manner that represents HarborCHC's core values at all times.- Maintains a positive and respectful attitude with all work-related contacts.- Provides excellent customer service.- Communicates regularly with his / her immediate supervisor about departmental and HarborCHCconcerns.- Consistently reports to work prepared to perform the duties of the position.- Meets productivity standards and performs duties as workload necessitates.- Fosters an environment that promotes trust and cooperation among all staff.MISSION AND VALUESOur mission is to provide quality, comprehensive, healthcare and supportive services to those in ourcommunity, regardless of their ability to pay. Employees must possess a strong commitment to themission, policies, goals and philosophy of HarborCHC.ESSENTIAL DUTIES & RESPONSIBILITIESTo perform the job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and / or ability required : - Answer phones, address all concerns and follow up with proper documentation and notes in theelectronic health records (EHR) system.- Monitor and address tasks in HarborCHC's patient communication platform according toHarborCHC procedures.- Ensure patient demographics are accurate and complete in the electronic health records (EHR).- Deliver messages and route calls from patients to appropriate staff.H A R B O R C O M M U N I T Y H E A L T H C E N T E R SPage 2 of 3- Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system onan ongoing, daily basis.- Maintain department policies and ensure procedures meet HIPAA compliance, are current withindustry standards, and are followed.- Participates in internal and external audits and projects when necessary.- Maintian metrics of wait time as required by health plans to 90 seconds.- Maintian metrics of each call and assist time to 2.50 minutes.- Effectively de-escalate patient complaints on calls with even tone.- Demonstrate understanding of EHR scheduling process.- Follow scheduling rules and process for efficiency, inluding maximization of visits.- Ability to convey to patients / callers, effective messaging, regarding pracice protocols.- Scrub schedule for any errors on an ongoing daily basis.- Any additional administrative duties as directed by your Supervisor.QUALIFICATIONSRequired education, experience and / or training : - High school diploma or equivalent- At least 1 year experience in customer service / patient services in a health / dental office setting- Bilingual English / Spanish- Current Basic Life Support (BLS) Certification by the American Heart Association- Experience with electronic health records (EHR), eClinicalWorks preferred- Experience at Federally Qualified Health Center preferredKey Competencies : - Committed to providing an exceptional experience in all interactions.- Ability to understand and manage patient appointment schedules to optimize patient flow andprovider / staff productivity.- Must have strong analytical and problem-solving skills.- Must have proficient computer skills, including Microsoft Office abilities, with intermediate Excelskills.- Must have the willingness and ability to adapt to change, including advances in technology.- Ability to handle multiple tasks and be highly organized and detail-oriented.- Must be able to communicate effectively, in English and Spanish, both verbally and written.- Ability to work with diverse populations.- Treat all patients and colleagues with dignity and respect.- Committed to the mission of Harbor Community Health Centers.Human Resources Requirements : - Legal authorization to work in the United States.- A valid California Driver's license with clean records and access to an insured automobile.- Periodic travel between clinic sites within walking distance.- Clear all post offers, pre-employment background screening, and education verification.- Must be vaccinated against COVID-19 or have a qualifying medical / religious exemption.PHYSICAL REQUIREMENTSThe physical requirements described here are representative of those that must be met by an employeeto successfully perform the essential functions of the job. While performing the duties of this job, theH A R B O R C O M M U N I T Y H E A L T H C E N T E R SPage 3 of 3employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach withhands and arms; and talk and hear. The employee must frequently lift and / or move up to 10 pounds andoccasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include closevision, distance vision, peripheral vision, depth perception and the ability to adjust.Hours : HarborCHC is open Monday-Thursday 7 : 30am-6 : 00pm, Friday 8 : 00am-5pm with occasionalovertime, or other shifts based on clinic need. This is a full-time, non-exempt position and any overtimemust be approved by the Supervisor in advance.EQUAL EMPLOYMENT OPPORTUNITY STATEMENTHarborCHC provides equal employment opportunities (EEO) to all employees and applicants foremployment without regard to race, color, religion, gender, sexual orientation, national origin, age,disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal,state and local laws. HarborCHC complies with applicable state and local laws governing non-discrimination in employment in every location in which the organization has facilities. This policyapplies to all terms and conditions of employment, including, but not limited to, hiring, placement,promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.DISCLAIMERThe above statements define this position as it currently exists and are intended to describe the generalcontent of and requirements for this job. They are not to be considered as an exhaustive statement ofduties, responsibilities, or requirements and does not limit the assignment of additional duties at thediscretion of the supervisor. HarborCHC is an at-will employer.In addition, HarborCHC may change your duties, compensation or hours, or transfer, reassign, promote,demote, suspend or otherwise change the terms and conditions of your employment (other than the at-will relationship), with or without cause or prior notice._________________________________________________ _________________________Employee Name Date_________________________________________________Employee Signature

Salary : $22 - $23