ESSENTIAL JOB RESPONSIBILITIES

Primary telemedicine customer service representative, communicating within HIPAA guidelines via phone, video, email, voicemail, fax and text.

Assists IOM with accurate and timely billing and review of sliding fee

Obtains medical records preceding TH encounters and monitors quality measures

Ensures TH procedures are followed

Tracks and organizes patient and provider communications using various electronic systems.

Communication with patients, professional associates and potential referral sources to enhance service and relationships.

Support providers with administrative tasks related to care coordination and patient encounters, entering patient medical history and pharmacy information, patient labs and radiology orders, doctors’ notes, and prescriptions.

Maintain accurate patient records, track patient encounters and promptly respond to patient and provider messages.

Develop and implement new processes to ensure we deliver high quality care to our patients

Provide engagement, screening, telehealth education, and problem resolution to patients as needed.

Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect.

Participate in training/competency, and facilitate orientation of new telehealth employees

Maintain confidentiality with all patient information

Safety

Maintains agency guidelines relating to safety, outreach and confidentiality.

Ensures proper hand washing according to Joint Commission and Centers for Disease Control and Prevention guidelines.

Understands and appropriately acts upon assigned role in Emergency Code System.

Understands and performs assigned role in Health Center Continuity of Operations Plan (COOP).

Culture of Service: 3 C’s

Compassion

Greets internal or external customer (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language

Listens to internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring an understanding of the request and providing appropriate options or resolutions

Competency

Provides services required by following established protocols and when needed, procures additional help to answer questions to ensure appropriate services are delivered

Commitment

Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed

Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure prompt and effective response is provided

Other:

Participates in agency development activities as requested.

Other duties as assigned.

JOB SPECIFICATIONS

Education:

Bachelors degree preferred or equivalent work experience.

Training and Experience:

Tech savvy with a minimum of 1 year experience with an EMR System Knowledge of HEDIS data chart abstraction methods (retrieval, review, abstraction of medical records and completion of health plan review form submissions).

Knowledge base of clinical and preventive health standards of care, promoting wellness, and of acute and chronic diseases/conditions within the primary care setting.

Experience working in Medicaid and/or Medicare health care and insurance industry, including regulatory and compliance requirements. Performance involves weighing and evaluating factors requiring judgment, written / analytical ability, and problem solving.

Job Knowledge and Skills:

Bilingual (English Spanish) is preferred. Computer knowledge should include Microsoft programs and familiarity with electronic health records. Excellent organizational, communication, problem-solving and teamwork skills are required. Ability to work independently and handle stress appropriately. Ability to work cooperatively with medical, pharmacy and other supporting staff. Ability to work with multicultural and diverse population is required.

Contact Responsibility:

The responsibility for internal and external contacts is frequent and important.

Own transportation is required.

Physical Requirements

This work requires the following physical activities: constant talking in person, talking on the phone, hearing/visual acuity and exposure to blood borne pathogens and hazardous materials. Frequent, walking, sitting and bending. Occasional standing, driving and climbing may be required. Work is performed in office settings.

Experience

Required

• 1 year(s): Tech savvy with a minimum of 1 year experience with an EMR System Knowledge of HEDIS data chart abstraction methods (retrieval, review, abstraction of medical records and completion of health plan review form submissions). Knowledge base of clinical and preventive health standards of care, promoting wellness, and of acute and chronic diseases/conditions within the primary care setting. Experience working in Medicaid and/or Medicare health care and insurance industry.

Education

Required

• Bachelors or better in Health Services Administration or related field
• Bachelors or better in Health Administration or related field

Skills

Required

• Oral Communication
• Active Listening
• Multitasking
• Patience
• Helping Others
• Enthusiastic
• Phone etiquette
• Team Player
• Telephone
• Verbal Communication
• Written Communication
• Email
• Documentation
• Cooperation
• Commitment
• Customer Focus
• Customer Support
• Customer Service
• HIPAA
• Courteous
• Compassion
• Healthcare Systems
• Windows
• Computer
• Coordination
• Communication
• Client Support
• Microsoft Office
• Bilingual (English-Spanish)

Behaviors

Required

• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Required

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals