Bilingual Member Relations Specialist Kennett Square, PA

Bilingual Member Relations Specialist

Full Time • Kennett Square, PA

La Comunidad Hispana (LCH) offers a comprehensive scope of healthcare, social services, outreach, and education programs to low-income, underserved families living and working in Southern Chester County. As a Federally Qualified Health Center and Patient-Centered Medical Home, LCH provides fully integrated person-centered care in a bilingual and bicultural environment that encourages compliance and fosters improved patient outcomes. Using a holistic approach to care, LCH changes lives by serving southern Chester County as the leading provider of integrated health and community services.

The MRS provides vital customer service via telephone and in person. This position is responsible for answering calls on LCH’s main line, routing calls to appropriate staff, making appointments for the health center and providing basic information. When functioning in the role of front office reception, the MRS directs members to the proper service, performs client intake and assessment, provides check-out services, collects and records fees, and provides client services (appointments and inquiries).

Essential Duties and Responsibilities

  • CALL CENTER DUTIES:
    • Ensures prompt response to incoming calls. Answers calls before the third ring.
    • Registers clients in the Electronic Medical Record.
    • Retrieves and responds to voice messages immediately.
    • Makes reminder phone calls daily. Results of all calls are documented.
    • Refers triage calls/walk-ins to appropriate personnel using established protocol.
    • Schedules appointments appropriately to maintain provider schedules at capacity set by Lead Member Relations Specialist. Attempts to fill any open and available appointment slots with same day visits.
  • FRONT OFFICE RECEPTION DUTIES:
    • Greets clients as they enter the door with a smile and welcome. Regularly communicates with clients who are in the waiting room so they are kept abreast of any wait time over 20 minutes.
    • Registers clients in the Electronic Medical Record. Collects registration information and scans information into the record on the same day as the client visit.
    • Actively asks and updates demographic information during registration, especially phone number and address.
    • Refers triage calls/walk-ins to appropriate personnel using established protocol.
    • Schedules appointments appropriately to maintain provider schedules at capacity set by Lead Member Relations Specialist. Attempts to fill any open and available appointment slots with same day visits.
    • Stocks copier and fax machine with appropriate supplies on a daily basis.
    • Faxes/Sends patient medical records and/or reports as requested by providers. Sends requested medical information within two business days of request.
    • Reads and responds to emails twice per day.
    • Opens the health center and front door 15 minutes before first scheduled appointment. Closes health center and front door at the assigned closing time (8pm on Monday-Thursday and 12pm on Friday). Communicates with other LCH staff if the front door needs to remain unlocked due to other organizational meetings or functions.
    • Ensures timely ordering of clerical supplies for Health Center according to established procedures.
    • Close daily batch and ensure accurate reconciliation with cash box.
    • Maintains patient confidentiality at all times.

 Additional Responsibilities

  • Maintain regular attendance. Perform all duties in a timely manner. Attend all staff and Health Center team meetings as scheduled and/or directed.
  • Collaborate with staff of all LCH programs as appropriate to ensure efficient integration of services.
  • Respect confidentiality at all times, in public, in team meetings, in consultation, in the community, and at home.
  • Perform other duties as assigned. Job description subject to review and changes of business necessity.

Qualifications and Experience

  • Bilingual: Spanish and English
  • Current Driver’s License (PA or DE)
  • Baccalaureate Degree or related degree in social sciences, preferred.
  • Computer software skills: Access, Excel, Word
  • Good written and verbal communication skills

 

LCH is a culturally competent, bilingual, bicultural agency. Qualified members of the community are encouraged to apply.





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