Intake Care Coordinator- Call Center

    • Job Tracking ID: 512365-592781
    • Job Location: Petaluma, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: February 20, 2018
    • Years of Experience: Less Than 1 Year
    • Starting Date: ASAP
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Job Description:

The Petaluma Health Center’s mission is to provide high quality health care, with access for all, in Southern Sonoma County. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

The Petaluma Health Center is an eight-time award winner in the North Bay Business Journal’s Best Places to Work for 2017, 2016, 2015, 2014, 2013, 2012, 2011 and 2009 and we were named as one of '2015 Healthiest Companies in the North Bay' by the North Bay Business Journal.

We are a Federally Qualified Health Center (FQHC) that provides primary medical care and mental health services to residents of Petaluma, Rohnert Park, Cotati, Penngrove and surrounding areas. We are organized as a private, non-profit corporation and governed by a consumer and community led Board of Directors.

For more information about us, please visit us at www.phealthcenter.org.

Title: Intake Care Coordinator- Call Center

Summary: The Intake Care Coordinator I position greets and welcomes all patients to the center and delivers exceptional customer service assistance. The Intake Care Coordinator is responsible for promptly answering calls, scheduling appointments, phone coding and navigating clients and customer needs.

 

Areas of Responsibility:

  • Responsible for greeting patients and driving a positive patient customer service experience
  • System knowledge; creating and updating computerized patient records in ecW
  • Schedule appointments according to policies and procedures, appointment matrix, proper visit types, and other current guidelines. Responsible for extensive knowledge of appointment protocols (new patient, controlled medication screening, mental health, women’s health and etc.)
  • Accurate capturing of patient demographics information, insurance information and structured data into eCW during each phone encounter
  • Conduct Confirmation calls and responsible for informing patients of forms/documents necessary for the appointment
  • Assist in recall process
  • Create telephone encounters, messages, email, notations and assign properly to staff
  • Responsible for knowledge of programs/insurance & access/eligibility guidelines & applications (PHC programs including Medi-Cal, CHDP, CPSP, Presumptive Eligibility, Family Pact, Sliding Scale)
  • Phone functionality (answer phones, park calls, transfer calls, conference calls, vocera)
  • Prompt follow up of telephone encounters/actions
  • Responsible for referring calls to nurse triage based on protocols and policies
  • Performs duties in various areas (reports, copying forms, etc) of the practice as necessary
  • Perform other duties as assigned by Supervisor and/or Manager

Experience and Skills:

Qualifications: To perform this 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.

 

Education/Experience:

  • High school diploma or equivalent
  • Minimum of one year experience in a health care related field or customer service

 

Desired Skills:

  • Strong communication skills, verbal and written
  • Experience and demonstration of strong customer service skills
  • Excellent oral and written communication skills
  • Basic working knowledge of insurance coverage, claims submission and preauthorization process
  • Medical terminology
  • Sensitivity to the needs and situations of multi-cultural populations from a variety of income levels
  • Excellent attention to detail

 

Language Skills: Bilingual in English and Spanish, both written and verbal preferred.

 

Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions and decimals.

 

Reasoning Ability: Ability to recognize problems, collect data and establish facts.

 

Computer Skills: Proficient in MS Office (Word, Excel and Outlook), electronic medical records and web applications. Ability to type 35 WPM.

 

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.

  • Movement within health center complex environment repeatedly throughout the day
  • Ability to write by hand, use phone, use computer keyboard and mouse extensively to perform general office functions
  • Manual wrist and finger dexterity and wrist-finger speed sufficient to perform repetitive actions for extended periods of time
  • Ability to effectively communicate by hearing continuously and speech in a manner which can be understood by a diverse population
  • Ability to give and follow verbal and written instructions with attention to detail and accuracy
  • Must have visual acuity near and far (20 inches to 20 feet), depth perception, field of vision, ability to focus on an object, ability to identify and distinguish colors
  • Ability to sit or stand for extended periods of time (minimum periods of one (1) hour at a time)
  • Ability to frequently walk, bend, squat, stoop, kneel, twist, crouch, and climb with the use of a step stool
  • Ability to grasp, hold and pick up and reach with hands and arms
  • Ability to frequently lift and or move up to fifteen (15) pounds
  • Ability to occasionally lift and carry up to thirty (30) pounds (periodic lifting of supplies or equipment)
  • Ability to coordinate multiple tasks simultaneously
  • Ability to travel to and from other health center sites and community locations

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

 

While performing the duties of this job, the employee is regularly exposed to general office and health center area environment with frequent interruptions by staff, visitors and phones. The work environment is a clean, well-lit, well-ventilated, and temperature controlled environment. The noise level in the work environment is usually moderate. The hours of duty are Monday through Friday during the business day. The employee must be willing to work varied hours to accommodate meetings and special functions.

 

 

Petaluma Health Center is an equal opportunity employer.

Please apply directly through our career page at www.phealthcenter.org.