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Primary Health Care, Inc (PHC)Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills and effective communication in both English and Spanish, with a focus on patient navigation and appointment scheduling. Proficient in electronic health records and detail-oriented in managing patient information and billing.
Highest-signal resume keywords
Customer Service ExcellenceBilingual Communication (English and Spanish)Electronic Health Record ManagementAppointment SchedulingProblem-Solving Skills
About the role
Key responsibilities & impact- Answer incoming phone calls in a timely manner and routinely check the queue to monitor calls holding
- Provide information and assistance and navigate patients through the organization politely and effectively
- Use de-escalation techniques when needed
- Schedule appointments for medical, behavioral health, and dental providers, nurse visits, and other schedulable services
- Monitor schedules for errors or overbooking
- Collect, verify, update, and accurately document patient demographic, billing, and insurance information in the electronic health record
- Follow protocols to screen and route calls properly
- Send detailed messages through the electronic health record when needed
- Collect patient payments over the phone
- Work at the PHC Call Center located at the Administrative Office in Des Moines
- Typically work Monday–Friday, 8 AM–5 PM, 40 hours per week
Requirements
What you’ll need- A minimum of 1 year of experience in healthcare, human services or social services; or 2 years in customer service
- Ability to effectively communicate in English and Spanish verbally and in writing
- Excellent customer service skills and commitment to service excellence
- Effective verbal and written communication skills
- Good problem-solving skills with ability to apply critical thinking
- Takes initiative and demonstrates dependability
- Team oriented with ability to collaborate effectively with others
- Listening and reading skills with ability to follow written and verbal instructions
- Basic computer skills with proficiency using Microsoft Office applications, keyboard entry and internet-based applications
- Detail oriented with a high degree of accuracy
- Prioritization skills
- Strong interpersonal skills with ability to establish and maintain effective working relationships with a diverse group of individuals
- Demonstrates professionalism with ability to remain calm in all situations and show empathy
- Preferred: Associate degree in related field
- Preferred: Work experience in a call center, community health center, medical or dental clinic, or in the essential functions of the position
- Preferred: Experience working with patient registration systems and electronic health records
- Preferred: Experience using a multi line telephone system
- Preferred: Experience working with and/or knowledge of clinical terminology and health insurance, including Medicare and Medicaid
Benefits
Comp & perks- Generous PTO accrual
- Eight paid holidays
- License/certification fee reimbursement*
- Paid time off for continuing education & continuing education reimbursement*
- Tuition reimbursement program
- 401k with company match
- Medical insurance
- Dental insurance
- Vision insurance
- Life & disability insurance
- Flexible spending & health savings accounts
- Supplemental accident & critical illness insurance
- Discounted pet insurance
- PHC Pride rewards program
- Development and growth opportunities
- Training opportunities including Emerging Leaders, Dental Assitant Trainee Program, & Medical Assistant Trainee Program
- *Applies to positions requiring clinical licensure or certification.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient Registration SystemsElectronic Health RecordsMicrosoft Office ProficiencyKeyboard EntryMulti-Line Telephone SystemClinical Terminology KnowledgeHealth Insurance KnowledgeAppointment SchedulingData Entry AccuracyBilling Information Management
Soft Skills
Effective CommunicationTeam CollaborationDependabilityEmpathyListening Skills
Certifications & Qualifications
Associate Degree in Related Field
Industry Keywords
HealthcareCall Center ExperienceCommunity Health CenterMedical ClinicDental ClinicMedicareMedicaidHuman ServicesSocial ServicesService Excellence