Patient Service Representative

Job Summary:

The Care Navigator plays a crucial role in providing a positive, welcoming experience for our members and their families. This individual will serve as a guide for the member from the moment they arrive to the moment they leave our centers, ensuring every member has a positive experience and has their care needs met. The ideal candidate will have a strong customer-service orientation, be passionate about senior care, and never hesitate to go the extra mile to ensure a positive member experience.

Duties/Responsibilities:

• Welcome members upon arrival and help them feel safe and at home, navigating them through a seamless and clear check-in process
• Update member information in the electronic medical records system
  
• Schedule appointments and coordinate referrals for a multi-disciplinary care team
• Assist members with filling out paperwork through electronic kiosks, as needed
  
• Request medical records and upload documentation to electronic medical records system
• Field questions from prospective and established members, as well as their adult children
  
• Manage phone line by answering incoming calls, taking detailed messages, and conveying pertinent details to the right individual
  
• Assist with center events, as needed

Required Skills/Abilities:

• Excellent customer service skills, with a positive and welcoming demeanor
  
• Passion for providing a quality experience for our senior members
• Ability to work effectively with diverse populations including staff, providers, members, family members, insurance carriers, vendors, and the public
  
• Working knowledge of medical terminology, insurance, and/or electronic medical record systems
  
• High level of organization and attention to detail
• Strong written and verbal communication skills
  
• Proficient PC skills, including Microsoft Office Suite
• Ability to maintain professionalism and flexibility in a changing work environment
  
• Fluency in Spanish, or other languages spoken by our people in the communities we serve (where necessary)

Education and Experience:

• Associates degree preferred, or equivalent experience
  
• Minimum of one year of work experience in a clinical setting, or similar
• Experience working with EMR systems a plus