Job Description

Organizational Overview

As Minnesota's largest Federally Qualified Health Center, Minnesota Community Care ensures that the communities we serve have access to high quality and affordable health care. Our patients predominantly identify as people of color (80%), low-wealth (61% patients </= 200% FPL), and un/under-insured (40% uninsured, 45% publicly insured) (UDS, 2020).

As the Bilingual Scheduling Specialist (Hmong/English or Spanish English) you will schedule patients for medical, dental, mental health, and ancillary services provided at La Clinica, East Side Family Clinic, and McDonough Homes Clinic.

Responsibilities

An individual in this position must be able to successfully perform the essential duties and responsibilities described. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

• Answer inbound calls promptly and in a polite, professional manner.
• Schedule appointments per scheduling policies/procedures for medical, dental, mental health, and ancillary services.
• Obtain and enter accurate demographic information into organization’s EHR.
• Verify insurance and provide information regarding Minnesota Community Care discount program.
• Act as a liaison for the patients and the organization by directly calls appropriately and using sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to a supervisor or triage nurse.
• Make outbound calls to reschedule appointments, respond to provider, clinical staff, and Patient Portal requests to call patients.
• Provides patient-focused service and a positive impression of the organization to customers (patients, families, vendors, coworkers) through respectful, courteous and culturally sensitive interactions.
• Actively participates and works positively, flexibly and cooperatively in a patient care team within and across departments to accomplish the goals of the organization.
• Demonstrates effective, culturally sensitive communication skills and effectively communicates verbally and in writing with patients, coworkers, and the public.
• Knows, understands and adheres to organizational policy related to the patient’s rights for confidential care.
• Maintains a favorable working relationship with all other employees to foster and promote a cooperative and harmonious working climate, conducive to employee morale, productivity, efficiency, and effectiveness.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so that swift corrective action can be taken when appropriate.
• Other duties as assigned.

Qualifications

• High School or GED required.
• Minimum one year of experience in customer service and/or related clinic environment; working knowledge of medical terminology.

Knowledge, Skills and Abilities:

• Spanish/English or Hmong/English bilingual required.
• Ability to establish and maintain effective working relationships with patients, co-workers and the public.
• Ability to communicate effectively verbally and in writing with a variety of people.
• Skill and manual dexterity to operate a computer keyboard, calculator, telephone, copier,

fax, and other equipment as necessary.

• Knowledge of medical terminology helpful.
• Ability to handle confidential and sensitive information.
• Ability to handle a "call center" environment: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to have a flexible schedule, per department needs.

Working Conditions and Physical Demands

While performing the duties of this job, the employee is continuously required to perform computer-related work in a sitting position. The employee is occasionally required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The noise level in the work environment is usually moderate. Occasionally required to lift to 30 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Affirmative Action/EEO Statement

Minnesota Community Care is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.