Overview

MISSION, VISION, AND VALUESOur mission is to provide quality, comprehensive healthcare and supportive services to our community. Our vision is "Improving the Health and Well-Being of Our Community." Our core values are Integrity, Compassion, and Excellence. Employees are expected to demonstrate a strong commitment to the mission, policies, goals, and philosophy of Harbor Community Health Centers.JOB SUMMARYThe Patient Communications Specialist reports directly to the Patient Experience Manager and serves as a primary point of contact for patients seeking services at Harbor Community Health Centers. This position is responsible for managing incoming patient communications, scheduling appointments, providing exceptional customer service, maintaining accurate patient information, and supporting efficient clinic operations through effective communication and coordination.ESSENTIAL DUTIES & RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. An individual must be able to perform each essential duty satisfactorily to be successful in this role.Patient Communications Specialist: Answer incoming calls and assist patients with scheduling, rescheduling, canceling appointments, and general inquiries.Accurately document patient communications, concerns, and follow-up activities within the electronic health record (EHR) system.Monitor and manage patient communication platforms, work queues, and assigned tasks according to HarborCHC procedures.Verify and update patient demographic, insurance, and contact information during each interaction.Route messages and calls to appropriate departments and staff members in a timely manner.Support patient access initiatives by ensuring appointments are scheduled appropriately and provider schedules are optimized.Maintain scheduling accuracy and identify potential scheduling conflicts or errors.Effectively de-escalate patient concerns and complaints while maintaining professionalism and excellent customer service.Meet established performance metrics related to call response times, call handling efficiency, and patient satisfaction.Ensure compliance with HIPAA and all HarborCHC confidentiality standards.Participate in audits, quality improvement activities, and special projects as assigned.Perform other administrative and operational duties as assigned by management. QUALIFICATIONS Required Education, Experience, and/or Training:High School Diploma or equivalent required.Minimum one (1) year of customer service, call center, patient access, front office, or healthcare scheduling experience.Bilingual English/Spanish required.Current Basic Life Support (BLS) certification through the American Heart Association.Experience using Electronic Health Records (EHR) systems.Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.Strong communication, organizational, and problem-solving skills.Preferred Education, Experience, and/or Training:Associate's degree.Experience with eClinicalWorks (eCW).Experience working in a Federally Qualified Health Center (FQHC) or community health center environment.Knowledge of healthcare scheduling workflows and insurance verification processes.EXPECTATIONS Adheres to all HarborCHC policies and procedures.Demonstrates HarborCHC's core values of Integrity, Compassion, and Excellence at all times.Maintains a strong commitment to the mission, policies, goals, and philosophy of HarborCHC.Maintains a positive and respectful attitude in all work-related interactions.Communicates regularly with their immediate supervisor regarding departmental and organizational matters.Reports to work consistently and prepared to perform the duties of the position.Meets productivity standards and performs duties as workload requires.Maintains strict confidentiality of all data and information.Demonstrates integrity and accountability in all duties and responsibilities.Performs all job functions i