Welcome Health

Compensation

Full Description

Title: Patient Service Representative Welcome Health is a medical group providing best in class primary care to older adults in clinic, virtually, and in home. Grounded in the science and art of geriatric medicine, our providers seek to remove the barriers that older adults face in their pursuit of what matters most to them. Our philosophy is based on four underlying principles: 1) deliver high quality care; 2) prioritize the patient experience; 3) provide personalized care centered on the patient’s goals; and 4) leverage a team-based, holistic model of approach to care delivery. We seek a patient services representative (PSR) passionate about delighting patients, fanatical about attention to detail, and dedicated to fulfilling Welcome Health's mission. What you will do? • Work Area Preparation/Maintenance: • Maintains equipment and supplies, including reordering and stocking. • Keeps work environment (desk and reception area) clean, tidy and free from clutter at all times. • Maintain a clean and sanitary clinic environment through daily cleaning. • Front Office Duties: • Ensures an effective and efficient reception service is provided to patients and any other visitors to the clinic. This includes: • Addressing general inquiries • Appointment scheduling • Appointment confirmation • Demographic verification • Insurance verification • Co-pay collection • Referral and authorization, with appropriate follow up • Check out process, procedures and re-appointment • Ensures that an efficient, professional and detailed handover to staff occur prior to leaving assigned area. • Ensures that all patients are registered in the EHR promptly and accurately. • Maintains the highest level of confidentiality, in accordance with policies and procedures. • Maintains situational awareness and advises patients of delays, offer apologies as appropriate. • Maintains end of day processes (i.e. cash collection, reconciliation, etc.) • Performs clinical duties as needed including, but not limited to, preparing patients for examination, collecting specimens, processing referrals, ordering supplies and cleaning equipment. • Customer Service • Demonstrates an active concern for all customers (both external and internal) by responding to their needs and expectations in a positive and exemplary manner, thus promoting positive interpersonal relationships. • Promptly responds to requests for service with courtesy and helpfulness. • Listens attentively to and empathizes with patients, co-workers and supervisors. • Attends to patients, co-workers and supervisors needs with a gracious and respectful attitude. Answers all questions with patience and professionalism. • Adheres to customer service excellence policies and standards. • Handles complaints in a responsive and professional manner. • Performance Improvement • Actively identifies and reports opportunities for improvement, seeks solutions and communicates through proper chain of command. • Actively participates in departmental PI activities including committee involvement, and assisting with formulating and monitoring PI criteria and indicators. • Demonstrates flexibility and supports changes that improve quality of care, service and operations. • Safety • Safely performs job duties by maintaining a safe and clean work environment and practicing safe work habits. • Demonstrates understanding of fire, disaster, safety and infection control policies and attends and completes all required training and meetings in a timely manner. • Improves skills through continued education and training. Applies and shares new knowledge, skills and information in the work place. • Ensuring the proper utilization of resources. What we are looking for? • Experience in a healthcare environment working directly with patients, preferably in an out-patient setting. • Multi-phone line and/or multi-channel experience • Ability to type 35 wpm or more • Data entry experience • Prior experience working with older adults (65+) is strongly preferred • High School diploma or equivalent • Basic proficiency in MS office products; prior experience using Athena is a plus • Fluency in Spanish or other languages (e.g., Korean, Tagalog, Mandarin, etc.) is highly desirable • US work authorization About Us Welcome Health is a primary care group focused on serving Medicare Advantage patients predominately, but not exclusively, in the patient's home. Backed by SCAN Group, whose holdings include SCAN Health Plan, one of the nation’s largest not-for-profit Medicare Advantage plans, Welcome Health is growing and actively accepting new patients in the greater Los Angeles / Orange County area. Job Type: Full-time Pay: $21.00 - $24.00 per hour Benefits: • 401(k) • Dental insurance • Health insurance • Life insurance • Paid time off • Vision insurance Application Question(s): • What do you consider to be one of the most important factors when providing care to seniors? Experience: • Medical office: 2 years (Preferred) Language: • Spanish (Required) Ability to Commute: • Riverside, CA 92501 (Required) Work Location: In person