Why Work For

Mountain Park Health Center?

As a member of the Mountain Park team, you will have the opportunity to help our community thrive by improving the health of those around you.

• You’ll work in a supportive environment where your coworkers feel more like family. That’s because the way we connect with each other translates to the care we provide our patients.
• We value professional and personal goals, work/life balance and family.
• We are committed to creating a positive work environment and provide our employees with support and experience to grow and be successful.

SUMMARY

The Patient Communication Specialist (PCS) is the first point of contact for the patients, the public, and other entities communicating with Mountain Park Health Center. The PCS is responsible for answering contacts from inbound phone calls, text messages, and chat and documenting those contacts using the appropriate computer system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receives and processes multiple incoming contacts.

• Greets patients and directs them to appropriate person/department to answer their reason for call.

• Sets patient appointments to meet with their Primary Care Provider or care team at one of our 10 clinic locations in accordance with provider and/or department requirements.

• Assists new patients in registering with Mountain Park Health Center.

• Verifies patient demographics and insurance information, and updates changes as needed.
• Cancels/reschedules appointments as requested by patients. Updates appointment schedules through computer systems.
• Takes complete and accurate messages. Documents all communication through the appropriate computer system.

• Ensures calls from outside Clinics/Doctor’s offices reach the correct department for call resolution.

• Responds to general questions and inquiries.

• Provides support to patients by connecting with the On-Call Providers as necessary.

• Conducts patient outreach as needed

• Uses, protects, and discloses Mountain Park Health Center patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Observes and respects the confidentiality of patient, visitor, and employee information at all times.

• Promotes positive patient/guest relation in accordance with MPHC policies, providing a high level of quality in personal attention and service to patients, the public, and co-workers.

• Consistently exhibits behavior and communication skills that demonstrate Mountain Park Health Center’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Maintains collaborative relationships with patients to helps support and identify additional ways to be of service and ensure the customer is satisfied.
• Works in conjunction with care teams across the MPHC organization.
• Complies with MPHC Safety Policies and Procedures. Maintains familiarity with and abide by all established facility and departmental policies and procedures.
• Conducts themselves in a manner consistent with the Mission Statement and Values of MPHC.

Please Note:

This position will be eligible for work from home after the initial training period is completed and is dependent on your ability to meet performance objectives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

• High school diploma, G.E.D. or equivalent.

Experience/Knowledge/Skills

Minimum

• Strong customer service skills and professional demeanor

• 6 months Call Center experience preferred

Preferred

• Experience using Call Center software such as CRM or Telephony systems.
• Experience in medical reception or healthcare
• Familiarity with performance metrics
• Ability to think critically in a high-volume work environment. Considering alternative solutions to patients
• Knowledge of medical terminology

LANGUAGE SKILLS

• English fluency is required

Bilingual (Spanish/English or Somali/English) preferred.

Please note: the work location for this position is 303 E Baseline Rd. Phoenix, AZ 85042