POSITION DESCRIPTION
Date: 11/01/2024 Please check one: New Revised
Position Title: Patient Experience Specialist I Pay Rate/Grade: $22.00 - $23.00
Reports to: Patient Experience Manager FLSA/ Work Status:
Exempt Non-exempt
Full-time Part-time
Hourly Salaried
Direct reports: N/A
Schedule: Monday - Friday 8:00am - 5:00pm
JOB SUMMARY
This position is responsible for ensuring that all patient interactions/experiences are successful by
providing excellent customer service. The Patient Experience Specialist I is responsible for phone, patient
communication and administrative functions for the health center(s).
EXPECTATIONS
• Adheres to all Harbor Community Health Center (HarborCHC) policies and procedures.
• Observes all policies and procedures for the use of time-keeping system, including attendance,
tardiness, proper clocking procedure, overtime authorization, and that employee nametag is
visible.
• Conducts self in a manner that represents HarborCHC's core values at all times.
• Maintains a positive and respectful attitude with all work-related contacts.
• Provides excellent customer service.
• Communicates regularly with his/her immediate supervisor about departmental and HarborCHC
concerns.
• Consistently reports to work prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.
• Fosters an environment that promotes trust and cooperation among all staff.
MISSION AND VALUES
Our mission is to provide quality, comprehensive, healthcare and supportive services to those in our
community, regardless of their ability to pay. Employees must possess a strong commitment to the
mission, policies, goals and philosophy of HarborCHC.
ESSENTIAL DUTIES & RESPONSIBILITIES
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required:
• Answer phones, address all concerns and follow up with proper documentation and notes in the
electronic health records (EHR) system.
• Monitor and address tasks in HarborCHC's patient communication platform according to
HarborCHC procedures.
• Ensure patient demographics are accurate and complete in the electronic health records (EHR).
• Deliver messages and route calls from patients to appropriate staff.
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• Ensure all Meaningful Use information is obtained, updated, and verified in the EHR system on
an ongoing, daily basis.
• Maintain department policies and ensure procedures meet HIPAA compliance, are current with
industry standards, and are followed.
• Participates in internal and external audits and projects when necessary.
• Maintian metrics of wait time as required by health plans to 90 seconds.
• Maintian metrics of each call and assist time to 2.50 minutes.
• Effectively de-escalate patient complaints on calls with even tone.
• Demonstrate understanding of EHR scheduling process.
• Follow scheduling rules and process for efficiency, inluding maximization of visits.
• Ability to convey to patients/callers, effective messaging, regarding pracice protocols.
• Scrub schedule for any errors on an ongoing daily basis.
• Any additional administrative duties as directed by your Supervisor.
QUALIFICATIONS
Required education, experience and/or training:
• High school diploma or equivalent
• At least 1 year experience in customer service/patient services in a health/dental office setting
• Bilingual English/Spanish
• Current Basic Life Support (BLS) Certification by the American Heart Association
• Experience with electronic health records (EHR), eClinicalWorks preferred
• Experience at Federally Qualified Health Center preferred
Key Competencies:
• Committed to providing an exceptional experience in all interactions.
• Ability to understand and manage patient appointment schedules to optimize patient flow and
provider/staff productivity.
• Must have strong analytical and problem-solving skills.
• Must have proficient computer skills, including Microsoft Office abilities, with intermediate Excel
skills.
• Must have the willingness and ability to adapt to change, including advances in technology.
• Ability to handle multiple tasks and be highly organized and detail-oriented.
• Must be able to communicate effectively, in English and Spanish, both verbally and written.
• Ability to work with diverse populations.
• Treat all patients and colleagues with dignity and respect.
• Committed to the mission of Harbor Community Health Centers.
Human Resources Requirements:
• Legal authorization to work in the United States.
• A valid California Driver's license with clean records and access to an insured automobile.
• Periodic travel between clinic sites within walking distance.
• Clear all post offers, pre-employment background screening, and education verification.
• Must be vaccinated against COVID-19 or have a qualifying medical/religious exemption.
PHYSICAL REQUIREMENTS
The physical requirements described here are representative of those that must be met by an employee
to successfully perform the essential functions of the job. While performing the duties of this job, the
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employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with
hands and arms; and talk and hear. The employee must frequently lift and/or move up to 10 pounds and
occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close
vision, distance vision, peripheral vision, depth perception and the ability to adjust.
Hours: HarborCHC is open Monday-Thursday 7:30am-6:00pm, Friday 8:00am-5pm with occasional
overtime, or other shifts based on clinic need. This is a full-time, non-exempt position and any overtime
must be approved by the Supervisor in advance.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
HarborCHC provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, gender, sexual orientation, national origin, age,
disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal,
state and local laws. HarborCHC complies with applicable state and local laws governing non-
discrimination in employment in every location in which the organization has facilities. This policy
applies to all terms and conditions of employment, including, but not limited to, hiring, placement,
promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.
DISCLAIMER
The above statements define this position as it currently exists and are intended to describe the general
content of and requirements for this job. They are not to be considered as an exhaustive statement of
duties, responsibilities, or requirements and does not limit the assignment of additional duties at the
discretion of the supervisor. HarborCHC is an at-will employer.
In addition, HarborCHC may change your duties, compensation or hours, or transfer, reassign, promote,
demote, suspend or otherwise change the terms and conditions of your employment (other than the at-
will relationship), with or without cause or prior notice.
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Employee Name Date
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Employee Signature