Bilingual Call Center PSR

SUMMARY OF POSITION

The Patient Services Representative is responsible for managing inbound and outbound calling, scheduling patient appointments, completing patient check-in and check-out procedures and ensuring smooth patient flow. Answers telephone calls received at the clinic and properly handling in-person and over-the-phone requests from parents and guardians, working closely with clinic medical care teams to ensure professional, responsive and courteous customer service. Performs administrative and clinical support duties as assigned.

ESSENTIAL JOB DUTIES

Managing inbound and outbound telephone calls

Performing data entry tasks

Scheduling and rescheduling appointments as necessary

Maintaining and updating an outreach list

Coordinating transportation arrangements for patients

Directing messages to the relevant staff members

Perform all other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum 1 year of healthcare experience or 1 year call center experience.
• Proficiency in use of personal computers and Microsoft Office Suite (Word & Excel) required.

Individual must:

• Interpersonal skills develop rapport with patients and their families, community and other health care personnel.
• Exhibit a professional and respectful demeanor.
• Work successfully independently and within a team, Data entry, managing patient records, scheduling appointments and prioritizing tasks effectively.
• Demonstrate excellent customer service. Communication skills verbal and written.
• Possess superior organizational skills with attention to detail, time management, problem-solving and the ability to multi-task and meet deadlines.
• Demonstrate the ability to recognize, understand, and appreciate the value of cultural diversity and communicate medical information in plain language.
• Demonstrate social and cultural sensitivity appropriate to ethnically and economically diverse patients and staff.
• Hold current drivers’ license and reliable transportation.
• Travel to all parts of the facility and throughout the community.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• Bilingual in English and Spanish
• Two years’ relevant work experience

SUPERVISORY RESPONSIBILITY

N/A

Americans with Disability Specifications

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk and hear. The employee must frequently lift and/or move materials that may weigh up to 40 pounds.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have manual dexterity and experience to perform handwritten paperwork, recordkeeping, and filing.
• Prolonged sitting, standing, or walking may be required.
• Frequent bending/stooping, squatting, reaching above the shoulders, twisting and turning, kneeling, and pushing/pulling may be required.
• Employment is contingent upon successful clearance from Criminal, Kansas and Missouri Child/Elder Abuse and Neglect, Sex Offender background investigations, TB testing, pre-employment drug testing, and verification of Hepatitis-B, flu and COVID-19 immunizations.
• Occasional evening and weekend availability are required.

Trauma Informed Care

At Vibrant Health, we understand that many, if not most, people have experienced trauma in their lives. We have made a commitment to trauma informed care and support and educate team members continued development of understanding of how trauma affects individuals and coping strategies. We expect employees to incorporate their understanding about trauma into interactions with our patients and families, clinic visitors, and with each other.

Commitment to Diversity

We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans.