Medical Member Services Coordinator I, On Call

## Description
**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**

1. Assist with language interpretation as needed.
2. Participate in Saturday clinics and after-hour clinics, on a rotating basis, as assigned by Supervisor.
3. Member Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe member practices.
4. Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others.
5. Maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches.
6. 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.
7. 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.
8. Work well under pressure, meet multiple and often competing deadlines.
9. At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community.
10. Other duties as assigned by Supervisor.

## Qualifications
**MINIMUM QUALIFICATIONS**

1. Associates Degree, or 2 years’ experience working as a medical or dental receptionist or registrar.
2. Fluency in both English and Spanish, both written and verbal, is required, per operational need.
3. Experience using an electronic health record system.
4. Must have superior customer service skills.
5. Must be able to provide TB and Physical clearance prior to start date.
6. Able to furnish Vaccination history prior to start date dependent on role.
7. BLS/CPR certification must be obtained prior to start date and kept current at all times.
8. Must be proficient at Microsoft Office Suite, and be able to type at least 30 WPM.
9. Must be a team player, and have superior communication skills – verbal and written.
10. Must be able to work on occasional Saturdays & over time as scheduled.
11. Must be able to work well in extremely fast-paced environments and in high-volume situations, and be able to multi-task.
12. Have the ability to work independently and exercise sound judgment and be able to make decisions appropriate to scope of authority and practice.

**PREFERRED QUALIFICATIONS**

1. Work experience in a medical environment (i.e., clinic or hospital setting).
2. Familiarity with medical terminology
3. Two (2) years of experience working with the public.

**Benefits:** Native American Health Center (NAHC) considers our employees to be our most valuable resource and offers an excellent benefit package: competitive salaries, personal time off (PTO) or sick/vacation leave program, and an employer contribution 403(b) retirement plan to full-time regular status employees. We also provide medical, vision, dental, flexible spending, group term and voluntary life insurance coverage for employees and their dependents—with a percentage of employee contribution for dependent medical premiums.

**Note to Applicants**: Please be advised a post job offer, pre-employment Physical, TB test and Vaccination Clearance are required as a condition of employment. Vaccination Levels: 0 – Limited - require only TB, Physical & Seasonal Flu; 1 – Full Panel with exposure of Blood Borne Pathogens – requires, Measles, Mumps, Rubella, TDAP, Varicella, Hepatitis B, TB, Physical & Season Flu; 2 – Full panel no exposure of Blood Borne Pathogens – requires Measles, Mumps, Rubella, TDAP, Varicella, TB, Physical & Seasonal Flu. Additionally, you may be asked to get a Department of Justice Fingerprinting and/or Federal, State, County criminal background check clearance as a contingency for an offer of employment. Criminal clearances are obtained to protect the welfare and safety of clients receiving services at NAHC.

**EQUAL OPPORTUNITY EMPLOYER**: Within the scope of Indian Preference, all candidates will receive equal consideration without regard to race, color, gender, religion, national origin or other non-merit factors.

**Age Discrimination in Employment Act (ADEA)**: Native American Health Center abides by the mandates of the ADEA (protecting individuals 40 years and older) and considers age a non-merit factor in all employment decisions and considerations.

**Americans with Disabilities Act (ADA):** Native American Health Center abides by the mandates of the ADA and considers disability a non-merit factor in all employment decisions and considerations. Furthermore, NAHC will make any practical, feasible, and reasonable arrangements to accommodate qualified applicants and employees with disabilities