Patient Service Rep PCC

Catholic Health Initiatives; Omaha (NE); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Medical Assistant to join their team. This role offers the chance to work from home after an initial training period in the office. You will be responsible for managing patient communications, scheduling appointments, and ensuring a high standard of customer service. With a strong focus on work-life balance, the company provides a comprehensive benefits package that includes health insurance, paid time off, and tuition assistance. If you have a passion for healthcare and excellent communication skills, this opportunity is perfect for you.

Benefits

Health/Dental/Vision Insurance

Paid Time Off (PTO)

Tuition Assistance

Employee Assistance Program (EAP)

Matching 401(k) Retirement Programs

Wellness Programs

Qualifications

• Minimum of 2 years experience in a patient-focused healthcare environment.
• Satisfactory completion of a formal Medical Assistant program or equivalent.

Responsibilities

• Communicate results and document in Electronic Health Records.
• Schedule and register patient appointments efficiently.
• Handle high volume of incoming calls and assist patients.

Skills

Customer Service Excellence

Active Listening

Problem Solving

Typing Proficiency

Attention to Detail

Education

High School Diploma or equivalent

Tools

Electronic Health Records

Web Based Applications

Job description

Overview

Opportunity to work from home (remote) after 90 days in the office.

Local Candidates only

CHI Health strives to care for you the way you care for your patients.

We understand you have personal responsibilities outside of your profession and also care about your well-being.

With you in mind, we offer the following benefits to support your work/life balance:

1. Health/Dental/Vision Insurance
2. Direct Primary Plan (No copay, no deductible, and access to CHI Health provider 24/7)
3. Premium Access to our Family Care Program supporting your needs for childcare, pet care, and/or adult dependent care
4. Voluntary Protection: Group Accident, Critical Illness, and Identity Theft
5. Employee Assistance Program (EAP) for you and your family
6. Paid Time Off (PTO)
7. Tuition Assistance for career growth and development
8. Matching 401(k) and 457(b) Retirement Programs
9. Adoption Assistance
10. Wellness Programs
11. Flexible spending accounts

From primary to specialty care as well as walk-in and virtual services CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.

Responsibilities

Essential Key Job Responsibilities

1. Communicates results, enters medication requests, documents in the Electronic Health Records within the scope of the MA role and per CHI Health and department protocols.
2. Answers, screens, and processes a high volume of incoming calls in a professional manner. Directs patient access to the practice by scheduling and canceling patient appointments for multiple providers.
3. Utilizes and adheres to a phone script, clinical decision trees and scheduling criteria following department guidelines. Uses independent knowledge within scope of knowledge and training to determine the type of appointment needed and urgency to schedule the patient to the appropriate provider or route the call to the appropriate resource.
4. Update patients of the status of their referral or authorizations.
5. Communicates to patients and internal and external ordering physicians' offices, complex exam preparations instructions including, but not limited to, pre-procedure laboratory test requirements and other necessary preparations instructions.
6. Sends out accurate and complete communication to physicians or other healthcare providers.
7. Determine the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate patient issue-resolution by referring the matter to an issue/content expert. Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
8. Consistently and positively communicates and collaborates with colleagues, supervisor, and customers (internal and external). Communicates collaboratively in situations involving conflict so the conflict de-escalates and is resolved.
9. Schedule and register patient appointments and/or provide information for other requests (e.g., addresses/directions, phone numbers, hours of operations, other departments, such as billing, etc.). Process all phone, fax, email, and other communication channel requests with an emphasis on efficiency and accuracy.
10. Follows department workflows and uses tools appropriately to ensure efficiency and accuracy.

Qualifications

Required Education and Experience

High School Diploma or equivalent.

Experience with computer systems required, including web based applications.

Minimum of two (2) years experience in a patient-focused healthcare environment OR high volume multichannel contact center.

Satisfactory completion of a formal Medical Assistant program pursuant to the Division of Allied Health Professions or military training that is equivalent to an accredited Medical Assistant program (as determined by CHI Health).

Required Licensure and Certifications

None

Required Minimum Knowledge, Skills, Abilities and Training

Must pass the contact center assessment and pass typing proficiency assessment. Must pass Medical Assistant assessment. Must pass the contact center final exam after completing the contact center training course.

Demonstrated skills in customer service excellence including active listening, problem solving, and the ability to remain calm in emotional or stressful situations.

Attention to detail, customer service and keyboarding skills. Must possess excellent communication skills (oral and written) and be able to communicate effectively with patients over the phone, in email, and other communications.

Computer skills, customer service skills and behavior, and data entry will be assessed via Call Center Assessment.

Pay Range

$15.49 - $21.30 /hour

We are an equal opportunity/affirmative action employer.