Medical Member Services Coordinator I, On Call

POSITION: Medical Member Services I, On Call (N394)
DEPARTMENT: Medical
RERORTS TO: Senior Medical Clinic Manager
LOCATION: 2950 International Blvd. Oakland, CA 94601
Native American Health Center (NAHC)
WORK HOURS: Full Time, 40 hours per week, 100% FTE
STATUS: Union, Non-Exempt

POSITION SUMMARY
The Medical Member Service Coordinator I (MMSC) works as a part of a multi-disciplinary team of individuals who provide high quality member care and superior customer service. The primary responsibilities of the MMSC are to 1) schedule appointments for members, 2) route calls appropriately, and 3) answer questions and address concerns received.

The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

DUTIES AND RESPONSIBILITIES
1. Greet all members in a courteous, helpful and professional manner, over the phone and in person.
2. Schedule member appointments over the phone and in person, according to member needs, provider instructions, appointment availability and departmental protocol.
3. Proactively manage and “tetris” appointment schedules to optimize appointment capacity and to fill appointment gaps.
4. Answer and return telephone calls, member portal messages, WellApp messages and emails according to departmental protocol and agency standards.
5. Manage the medical appointment voicemail system – which includes creating, and updating outbound greetings; checking messages per protocol and ensuring messages are routed appropriately; and activating the voice message system at appropriate times.
6. When directed, make appointment reminder calls to confirm appointments, reschedule appointments, and or participate in ‘campaign calling.’ Document in Epic.
7. Receive and deliver/route messages to providers, teamlets and care team members as appropriated based on nature of call/inquiry.
8. Manage member portal communication regarding appointment requests.
9. Create and review member account alerts and flags for account status, as appropriate.
10. Document member contact and communication by telephone, in person, by mail as appropriate in electronic health record (i.e., Telephone Encounter).
11. Support member communication efforts and initiatives (i.e., making outbound calls, mass mailing, WellApp texting; communication campaigns) when directed.
12. Support creating and opening medical provider schedules, when requested.
13. Assist with member requests and inquiries received during incoming call.
14. When directed, act as back up to oversee the waiting room flow of members. This includes greeting members, assisting with general questions, managing medical forms and records.

GENERAL DUTIES
15. Assist with language interpretation as needed.
16. Participate in Saturday clinics and after-hour clinics, on a rotating basis, as assigned by Supervisor.
17. Member Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe member practices.
18. Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others.
19. Maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
20. Quality Improvement: Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
21. HIPAA: Keep all protected health information (PHI) confidential and abide by HIPAA policies for the release and disclosure of any PHI. Will report unauthorized use of disclosure of PHI immediately, to supervisor or HIPAA security officer.
22. Work well under pressure, meet multiple and often competing deadlines.
23. At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community.
24. Other duties as assigned by Supervisor.