Call Center Care Navigator

Overview

Marin Community Clinics, founded in 1972, is today, a multi-clinic network with a wide array of integrated primary care, dental, behavioral, specialty and referral services. As a Federally Qualified Health Center (FQHC), we provide vital health services to almost 40,000 individuals annually in Marin County. The Clinics regularly receive national awards from the Health Resources and Services Administrations (HRSA). Our Mission is to promote health and wellness through excellent, compassionate care for all.

The Call Center Care Navigator will perform a wide range of duties in the medical office. Tasks primarily involve (but are not limited to) assisting the Call Center Providers and working with both internal and external facilities to expedite patient care. The Call Center Care Navigator will contact patients and work closely with the Call Center Providers, medical office staff and, report to and is under the direction of the Director of Support Services. As such, a high level of customer service must be practiced.  Developing skills in listening and communication as well as showing empathy and sincere interest in our patients’ needs are crucial in their role.  

Responsibilities

• Review & make corrections to complete the Electronic Health Record (EHR) Clinical Tasks.
• Review and submit mammograms orders per standing order on file.
• Assist with issues/delays related to patient medications refills.
• Cross indexing unmatched medications & patients.
• Resolve issues with hospitals and other care facilities orders that require revisions.
• Process requests for School Form from School Nurse.
• Maintain patient confidentiality in accordance with department policy and HIPPA guidelines.
• Attend and participate in required meetings, training and educational programs.
• Perform administrative responsibilities, including checking eligibility, verifying demographics, and making follow-up appointments.
• Perform other related work as assigned.
• Uses appropriate communication templates within Electronic Health Record (EHR).
• Schedule appointments for Centerpoint and patient transportation. Removes appointments from schedule and calls patients to reschedule per protocol.
• Always maintains positive customer service at all times, referring unresolved issues to the Director of Support Services.
• Adheres to Marin Community Clinics Code of Conduct and represent MCC in a professional manner.
• Other duties as assigned.

Qualifications

Education and Experience:

• High School diploma or equivalent (GED) is required.
• Epic Electronic Health Records experience highly desired.
• Must have strong computer experience with MS Office.
• 1 years’ experience in a medical environment, health insurance, or related field is preferred.
• Medical Terminology and knowledge of CPT codes and Diagnostic order preferred.
• Prior Customer Service experience is preferred.Medical Assistant certification a plus.

Required Skills and Abilities:

• Ability to work in fast pace medical environment.
• Bilingual in English/Spanish is required.
• Ability to provide excellent customer service to patients and outside customers in person and via phone.
• Must be able to multi-task duties and carry out projects timely.
• Must pay attention to detail.
• Ability to use judgment to solve problems and correctly direct calls or identify errors.
• Must be able to work in a team environment and assist the Call Center Representative as necessary.

Physical Requirements and Working Conditions:

• Fulfill immunization and fit for duty regulatory requirements. 
• Prolonged periods of sitting at a desk and working on a computer.
• Use of mouse, keyboard and headset.
• Moderate to loud noise and intermittent interruptions.
• Must be able to lift to 15 pounds at times.

Benefits:

Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.

Marin Community Clinics is an Equal Employment Opportunity Employer

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