Patient Experience & Scheduling Specialist

Harbor Community Health Centers; Los Angeles (CA); On-site; USD 42,000 - 56,000; Full time

Job summary

Harbor Community Health Centers seeks a Patient Communications Specialist to manage incoming patient communications, schedule appointments, and provide exceptional customer service while maintaining accurate patient information in the EHR system.

You will support efficient clinic operations, de-escalate patient concerns, and ensure HIPAA compliance. The role requires at least one year of healthcare scheduling or front-office experience and proficiency with Microsoft Office tools.

Qualifications

• High School Diploma or equivalent required.
• Minimum 1 year of customer service, call center, patient access, front office, or healthcare scheduling experience.
• Current Basic Life Support (BLS) certification through the American Heart Association.
• Experience using Electronic Health Records (EHR) systems.
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.
• Strong communication, organizational, and problem-solving skills.

Responsibilities

• Answer incoming calls and assist patients with scheduling, rescheduling, canceling appointments, and general inquiries.
• Accurately document patient communications, concerns, and follow-up activities within the electronic health record (EHR) system.
• Monitor and manage patient communication platforms, work queues, and assigned tasks according to HarborCHC procedures.
• Verify and update patient demographic, insurance, and contact information during each interaction.
• Route messages and calls to appropriate departments and staff members in a timely manner.
• Support patient access initiatives by ensuring appointments are scheduled appropriately and provider schedules are optimized.
• Maintain scheduling accuracy and identify potential scheduling conflicts or errors.
• Effectively de-escalate patient concerns and complaints while maintaining professionalism and excellent customer service.
• Meet established performance metrics related to call response times, call handling efficiency, and patient satisfaction.
• Ensure compliance with HIPAA and all HarborCHC confidentiality standards.
• Participate in audits, quality improvement activities, and special projects as assigned.
• Perform other administrative and operational duties as assigned by management.

Skills

Customer service

Communication

Scheduling

HIPAA compliance

Problem-solving

Organizational skills

Teamwork

Education

High School Diploma or equivalent

BLS certification

Experience with EHR systems

Tools

eClinicalWorks (eCW)

Microsoft Office (Word, Excel, Outlook, Teams)

Job description

Harbor Community Health Centers seeks a Patient Communications Specialist to manage incoming patient communications, schedule appointments, and provide exceptional customer service while maintaining accurate patient information in the EHR system.

You will support efficient clinic operations, de-escalate patient concerns, and ensure HIPAA compliance. The role requires at least one year of healthcare scheduling or front-office experience and proficiency with Microsoft Office tools.