Patient Services Representative I

WHO WE ARE:

Aviva Health is a dynamic and mission-driven federally qualified health center (FQHC). Committed to providing comprehensive and compassionate healthcare services, Aviva Health offers a holistic approach to care, addressing patients' medical, behavioral health, dental, and social service needs. As a vital healthcare resource in the community, Aviva Health fosters a collaborative and supportive work environment where dedicated healthcare professionals have the opportunity to make a meaningful impact on the lives of individuals and families. Join us at Aviva Health and be part of a team that is dedicated to making a difference in the lives of our patients and the community we serve.

BENEFITS INCLUDED:

Monday - Friday Scheduling

Paid Holidays

PTO

Comprehensive Medical, Dental, and Vision Coverage

403(b) Retirement with Employer Match

ESSENTIAL FUNCTIONS:
• Promotes a strong belief in Aviva Health’s philosophy, purpose, mission, and ideals.
• Schedule appointments for patients:
o Answer telephone promptly and in a polite and professional manner.
o Obtain and enter accurate demographic information into the electronic medical record (address, telephone number, name of insurance or self-pay status.)
o Schedule appointment correctly – review appointment date, time, location, and provider name with caller.
o Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income – if applicable).
o Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
o Remind caller of cancellation/no-show policy.
o Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Act as a liaison for the patients and the Health Center:
o Direct calls to other departments as needed.
o Use sound judgment in handling calls, especially with upset patients.
o Understanding of when to escalate calls to triage nurse.
• Service patients:
o Aid with mailings and other projects as call volume permits.
• Other reasonable related duties as assigned by supervisor or manager.

QUALIFICATIONS:
• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.
• High school diploma or equivalent required.
• Must have a desire to work as a team member in the delivery of health care to low income, under-served member of this community.
• Excellent telephone and public relations skills to establish and maintain harmonious relations with the public while compassionately and assertively adhering to clinic policies and practices. Bilingual in Spanish helpful.
• Must be able to verbally interact with staff, clients, and public.
• Manual dexterity of hands/finger for writing, computer input.

PHYSICAL REQUIREMENTS:
• Standing 10% of the time; walking 20% of the time; sitting 70% of the time; lifting and carrying 5% of the time; able to carry up to 25 pounds. Pushing/pulling 5% of the time; bending, stooping, twisting 20% of the time; reaching and handling 20% of the time. Climbing stairs 1% of the time (elevator available).
• Hearing: within normal limits with or without use of corrective hearing devices.
• Vision: adequate to read 12-point type with or without use of corrective lenses.

WORKING CONDITIONS:
Work indoors in heat-controlled environment 95% of the time. Office environment.
Some exposure to pathogens. Personal protective equipment provided. Some exposure to hazardous materials. Safety materials provided for hazardous materials.

DISCLAIMER:

Employees must be able to perform the essential functions of their position satisfactorily. Aviva Health will make reasonable efforts to accommodate a qualified applicant or employee with a known disability, unless such accommodation creates an undue hardship on the operation of the business. To request a reasonable accommodation, please contact the Director of Human Resources or their designee by email.