New Member Service Representative

I. Job Summary

Under the direct supervision of Client Service Director, the New Member Service Rep will support to all new patients of HCHC clinics by assist in coordinating patient flow throughout the clinics, from registration, set up insurance payers in eCW, verify their insurance coverage, scheduling their appointments, enroll them to patient portal, explain patients’ rights and responsibilities in financial payment, promote the mission/vision/and value of our clinics and create the patients’ profiles in eCW.

II. Essential Functions

A. Duties and Responsibilities

1. Minimum 2 years of customer service experience.

2. Must exercise utmost diplomacy and tact to provide excellent customer service for these new patients; practices confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements.

3. Assist patient’s registration process which might include health assessment, collect all ID/Insurance documents, screen patient’s insurance eligibility, schedule their appointment, and enter the patient’s information into eCW before the patient’s initial appointment.

4. Provide all necessary assistance/information to ensure patience has access and can utilize our services.

5. Provide one-to-one education regarding available government and privately-sponsored health insurance programs to potentially eligible patients and refer them to CECs to assist them for enrollment into these programs.

6. Maintain current knowledge base regarding insurance terminology such as benefits, co-pays, health plan network – and disseminate information regarding any changes.

7. Working knowledge of Sliding Fee Discount (SFD), gathering income proofs from patients, and assigning SFD schedules to all the Self-Pay patients.

8. Assist patients to create a patient portal account in eCW, educate them how to use the account to submit the requests, to view related medical reports, and to communicate to our providers and care team.

9. Work closely with Medical, Dental and Nursing staff to assure smooth patient flow and minimize the wait time during patient’s appointments.

10. Exercise problem-solving and conflict resolution skills when handling patient complaints, refers patient complaints to appropriate designated personnel as needed.

11. Other duties as assigned.

B. Staff Development

1. Attend staff/department and external agency meetings.

2. Participate in staff training as arranged by the corporation.

III. Organization Expectation

1. Adheres to all HCHC’s Policies and Procedures.

2. Conducts self in a manner that represents HCHC’s core values at all times.

3. Maintains a positive, respectful and professional attitude with all work-related contacts.

4. Communicates regularly with his/her supervisor about work concerns.

5. Meets productivity standards and performs duties as workload necessitates.

IV. Education/License/Certification

1. Graduation from high school or equivalent.

2. Minimum 2 years of consumer service in the medical field is highly preferred.

V. Skills and Specifications

1. Fluent in Bilingual English and Cantonese/Mandarin preferred.

2. Knowledge of public health principles/practices and different programs preferred.

3. Excellent interpersonal and written communication skills required; ability to relate and communicate well with a diverse patient population.

4. Ability to demonstrate strong organizational skills, detailed-oriented, ability to multitask. Must be able to work well in a past paced and customer driven environment.

5. Flexibility with work schedules and sites required.

6. Ability to work individually and within a team setting.

7. Proficient in operating a PC based computer system and basic office software.

VI. Physical Requirement

1. Physical effort which may include occasional light lifting to a 25-pound limit, and some bending, stooping or squatting. The ability to sit or stand for extended periods of time is required.

2. 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.

3. While performing the duties of this job, the employee may be required to travel to all HCHC facilities and other location within Los Angeles County as needed.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $22 - $26