Who We Are River City Medical Group (RCMG) is a progressive Independent Physician Association (IPA) of over 700 physicians uniquely dedicated to serving over 170,000 members within Sacramento’s Medi-Cal population. Founded by longtime community physicians in 1992, it is our mission to not only understand the needs of our diverse communities, but to address them with creative and culturally sensitive health care solutions. RCMG serves as a supportive link between health plans, providers, and the members with a dedication to ensuring our entire health care delivery process operates smoother. With over 230 dedicated employees and growing, RCMG is an active member of the community helping to support it in our professional roles as an IPA. With the robust leadership of local practicing physicians, we are committed to ensuring our members and physicians are supported to provide the right care at the right time.
- A dedicated team implementing creative solutions to assist providers with focusing more on patient care and less on administration
- Community relations developing public and private partnerships that improve access to care and link members to services
- Doctors providing care to almost 1 in 2 Medi-Cal Beneficiaries in the Sacramento area
- Only IPA based in Sacramento County exclusively dedicated to serving the Medi-Cal population
It is the policy of RCMG to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RCMG will provide reasonable accommodations for qualified individuals with disabilities. Job Summary The Call Center position is responsible for taking incoming calls from patients, monitoring the fax machine as well as generating outgoing calls.
Responsibilities
- Using excellent customer service skills, answer incoming calls, book patient appointments, interact with other provider offices, insurance companies and other health care industry vendors
- Answer telephone promptly and in a polite and professional manner.
- Obtain and enter accurate demographic information into the EHR (address, telephone number, emergency contact into, alternative phone number, insurance information)
- Inform caller of items to bring to appointment
- Remind caller to arrive 15 to 30 minutes prior to appointment to complete pre-registration process
- Remind caller of cancellation policy
- Answer questions and offer other information as requested to provider patient-focused service
- Act as a liaison for the patients to the clinics:
- Direct calls to other departments as needed and only as a last resort
- Use sound judgement in handling calls, especially with upset patients
- Accurately document patient concerns, messages and appointment details electronically using proper grammar and spelling, with close attention to detail
- Make appointment reminder calls or Initial Health Assessment calls as requested
- Provide assistance with mailings to patients or other projects as call volume permits
- Proactively manage provider’s schedules to ensure appointments are booked according to established clinic protocol, seeking ways to ensure patients are seen in a timely manner and reducing gaps in a provider’s schedule
- Send and receive patient medical records after ensuring proper authorization to do so has been obtained
- Appropriately scan external medical records into the EMR
- Display a positive and professional demeanor in all interactions, including but not limited to: patients and their family members, medical and clinic staff, coworkers, and vendors
- Maintain highest levels of confidentiality, protecting all protected health information according to HIPAA regulations
- Consistently demonstrate the ability to multi-task, performing both front office duties and answering phones throughout the day
- Perform related work as assigned
Educational/License Requirements
- High School Diploma or GDE required
Qualifications and Experience
- 1 year experience in a customer service environment.
- 6-months experience in a medical office environment.
- Familiarity with an Electronic Health Record and/or Practice Management system is required.
- Requires working knowledge of HIPAA and compliance guidelines as they pertain to a medical office.
- Experience working in a call center is preferred.
- Possession of Medical Assistant Diploma or Certification preferred.
- Excellent customer service and communication skills, both oral and written is required.
- Basic computer skills (ability to access, enter and retrieve data) required.
- Must have the ability to quickly learn and use new software tools.
- MS Word and Excel skills preferred.
- Competent typing and 10-key skills required.
- Medical terminology, familiarity with CPT and ICD 10 preferred.
- Familiarity with various insurance types and eligibility websites.
- Excellent active listening and critical thinking skills.
- Excellent attention to detail and ability to document information accurately.
- Ability to display first-line problem solving skills with the ability to listen, understand, and resolve or escalate issues before they become more serious.
- Ability to solve mid-level problems with minimal supervision.
- Ability to demonstrate professionalism, confidence, and sincerity while quickly and positively engaging internal and external customers.
- Ability to multi-task, exercise excellent time management, and meet multiple deadlines.
- Ability to provide and receive constructive job and/or industry related feedback.
- Ability to maintain confidentiality and appropriately share information on a need to know basis.
- Ability to consistently deliver excellent customer service.
- Ability to effectively and positively work in a dynamic, fast-paced team environment and achieve objectives.
- Ability to work independently as well as in a team environment.
- Ability to present self in a professional manner and represent the Company image.
- Demonstrate commitment to the organization’s mission.
- Self-motivated with strong organizational, multi-tasking, planning, and follow up skills.