Evergreen Health At Evergreen Health, and our affiliates, we value collaborative, down-to-earth individuals and encourage self-expression. We recognize that our diverse workforce allows us to provide culturally competent care to everyone in our community. Our organization is compiled of friendly, dedicated people who work every day to make a difference in our community. Our employees are changemakers who deserve to be celebrated. Job Summary : The Scheduling Representative provides all p scheduling and phone support to Evergreen Health’s primary and specialty care facility. They collaborate and support with team members to ensure a patient focused approach to care. The Patient Services Representative reports directly to the Scheduling Coordinator who, with input from the Director of Practice Operations and AVP of Practice Operations, shall determine the specific responsibilities of this position. These responsibilities may be revised, as necessary, with proper notification and training provided, where appropriate. Essentials Functions: + Receives and handles a variety of incoming/outgoing calls for Evergreen’s primary and specialty care facility. + Accurately schedules all new and existing patients. Ensures that scheduling procedures/protocols are adhered to in primary and specialty care. + Manages the scheduling of interpretation services for non-English speaking patients for Evergreen’s primary care facility. Monitors interpreter confirmations as needed. + Ensures the placement of patients with appropriate providers based on specialty and credentialing parameters. + Captures all necessary demographic and insurance information for all patients before scheduling an appointment including running verification and eligibility. In the absence of active coverage, providing patient referrals to financial counseling center to ensure patient has adequate coverage for upcoming visit. + Utilizes the EMR system for timely and accurate data entry. + Assist in confirming patients’ appointments by monitoring Appointment Reminders. + Makes outbound calls to patients to connect for services. Works on reports, scheduling request triages in Medent, and other tasks assigned by the Scheduling Coordinator to assist in patient care. + Answers incoming calls for Primary & Specialty Care and assists patients with general questions, appointment scheduling and initiating patient requests. Routes calls to proper designated area within the practice, as needed. + Retrieves and addresses voicemails received by Primary & Specialty Care Front Desk and Scheduling queues. + Maintains performance standards as outlined within the Scheduling Representative Performance Policy. + Provides secondary support coverage for Primary & Specialty Care Front Desk, as needed + Collaborates and supports the team members to ensure a patient-focused approach to care + Attends initial orientation, completes required annual trainings, and other trainings to strengthen skills and improve program outcomes. + Actively checks work emails, reads all company communications and stays up to date with organizational and department specific announcements. + Adheres to policies regarding working hours, break periods and proper use of the ADP payroll and benefits system. + Maintains adherence to Corporate Compliance policies; promptly reports any violations to their supervisor, the Corporate Compliance Officer, or anonymously to the Corporate Compliance helpline at: (716) 541-0663. + Other duties as requested. Supervisory Responsibilities: + None. Required Skills/Abilities: + Ability to travel between offices/clinic locations as necessary. + Excellent verbal and written communication skills. + Excellent interpersonal and customer service skills. + Excellent organizational skills and attention to detail. + Excellent time management skills with a proven ability to meet deadlines. + Strong analytical and problem-solving skills. + Ability to prioritize tasks and to delegate them when appropriate. + Ability to function well in a high-paced and at times stressful environment. + Proficient with Microsoft Office Suite or related software. + Uphold Evergreen Health’s Core Value and Harm Reduction principles. + Ability to handle Protected Health Information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA) of 1996. + Demonstrate personal integrity and responsibility. + Demonstrate an awareness of and sensitivity to the issues that underserved populations, people living with HIV and people who use drugs face, including health disparities that affect people of color at a disproportionate rate. Education and Experience: + High school diploma or completion of GED required. + Working knowledge utilizing electronic medical records software (Medent) strongly preferred. + Knowledge of medical terminology preferred. Physical Requirements: + Mobility sufficient to conduct regular duties within a primary care office. + Visual and auditory acuity sufficient to complete full and adequate patient interviews. + Ability to sit for extended periods of time with usual and customary breaks. + Auditory acuity to communicate in-person and over the phone. + Ability to work normal full-time hours with usual and customary breaks. + Ability to lift up to 25 pounds without restriction.