Patient Engagement Representative

Community Health Center Of Cape Cod; Bourne (MA); On-site; USD 40,000 - 50,000; Full time

Job summary

The Community Health Center of Cape Cod seeks Patient Engagement staff to engage patients over the phone for access to care and assist the care team in addressing patient needs. Responsibilities include scheduling appointments, managing patient queries, and documenting information in the EHR.

Ideal candidates have 2+ years in a medical office support role with EHR experience, and must possess strong communication skills and a commitment to customer service.

Qualifications

• 2+ years of experience in a medical office support role.
• Experience working with an electronic health record system.
• Strong oral and written communication skills.

Responsibilities

• Field incoming calls and respond to incoming text messages.
• Provide general information to callers about the health center.
• Schedule appointments with primary care providers.
• Assist patients with updates or information about their care.
• Document phone calls in the EHR.
• Maintain knowledge of insurances and verify Masshealth coverage.
• Update patient demographics in Epic.
• Assist primary care teams with patient outreach.
• Process MassHealth PT1 requests.
• Ensure timely response to patient requests.

Skills

Oral communication skills

Written communication skills

Customer service

Medical office support

Knowledge of electronic health records (EHR)

Education

Minimum 2 years experience in medical office support role

Advanced coursework in healthcare field

Tools

Epic

EVS (Electronic Verification System)

Job description

Job Details

Job Location: CHC Bourne - Bourne, MA 02532

The Patient Engagement staff will engage patients over the phone to ensure that they have access to care when they need it and request it and to assist the care team in effectively and efficiently addressing patient needs in between visits.

Responsibilities

• Field incoming calls to our main phone number and respond to incoming text messages
• Provide general information to callers about the health center (e.g. hours, services, insurance enrollment, new patient registration)
• Schedule appointments with primary care providers.
• Assist patients seeking updates or information about their care at the health center (e.g. status of a referral, med refill request or prior auth, questions about lab orders)
• While engaging patients on the phone, check for open appointment recalls, notes on incomplete insurance applications, date of last physical, MyChart status, and other open items that can be resolved on the call.
• Follow protocols for managing and documenting phone calls in the EHR, including requests for refills, referrals, results and appointments so that Care Team members have the relevant information necessary to act on the patient request.
• Maintains working knowledge of insurances, including ability to verify Masshealth coverage via EVS and understanding of guarantor and coverage fields within Epic.
• Update patient demographics in Epic as appropriate
• Assist primary care teams in patient outreach as requested, to support efforts to ensure patients are seen for an annual well-visit, use our secure patient portal to communicate directly with their Care Team, and enroll for insurance if they dont have it.
• Process MassHealth PT1 requests
• Assist with other outreach, data entry, and patient registration update projects as assigned
• Ensure that patients and outside providers calling the health center have confidence that their requests are being answered and addressed by the appropriate staff in a timely manner.
• Ability to work well with patient teams to facilitate patient care and positive health outcomes.

Qualifications

The ideal candidate will have a minimum of 2 years experience in medical office support role and experience working with an electronic health record, Advanced coursework or training in a healthcare field of study also considered, Strong oral and written communication skills as well as commitment to excellent customer service are required.