About CityLife: CityLife Neighborhood Clinics… Improving health block by block… It’s a movement!  CityLife is changing how members should think of primary care. Like the old family doctor, primary care is the first place to go for all your health needs. A primary care physician has been the first stop to diagnose & treat illness. Now, primary care is still where you go when you are sick & want to feel better, but also when you need help with the health care system & when you are well & want to get healthier.

Only you can improve your health, but you do not have to do it alone.  At CityLife, we know health is more than just physical, which is why we have a care team in place to take care of the whole you, as a person, and not as a condition! The minute you walk in the door, a warm family feel not only makes you feel cared for, but comfortable.  At CityLife, you not only have a doctor, but a whole team of health care professionals built around you and your needs!  The health care system is hard to navigate, and at CityLife, we know that. That is why we have made it our mission to make health easier by offering same-day visits, walk-in care and so much more!

Description:  This position creates an overall amazing member experience through member acknowledgement and assistance. Responsibilities include maintaining the front desk, member flow through the clinic and answering member questions/concerns. In addition, Member Guides perform duties such as patient record keeping, coordination of provider schedules, verifying insurance and answering calls while maintaining highly confidential and sensitive information.

Essential Job Functions:

• Greets members with a smile and assists them through the registration process. Extends a warm and caring approach to all our members with a respect for the diversity of all patients.
• Previews the schedule in advance, re-evaluates it throughout the day. Assists with scheduling member appointments per provider availability and scheduling guidelines and communicates any changes to clinical staff.
• Answers incoming calls after primary care hours using customer service standards; route incoming calls to the appropriate clinical staff, answer member questions and communicate concerns/needs to clinical staff.
• Keeps members informed of wait times and manages visit expectations.
• Accurately updates member information in the EMR system including demographics, contact preferences, insurance information, member photograph, etc.
• Prepares the daily transportation schedule. Communicates with the transportation team when a member is ready for pick-up.
• Identifies opportunities and takes appropriate steps to aid individuals in choosing a CityLife Primary Care provider.
• Educates guests about the services offered at CityLife and what distinguishes us from other primary care practices.
• Supports the G&D team with facilitating guest and insurance company conversations, documenting activities and relevant non-clinical information in Salesforce, engaging in outreach efforts to potential members, as well as current members.
• Works in partnership and develops strong professional relationships with team members.
• Collaborates with entire primary care team to ensure member’s healthcare needs are being met. Actively engages in morning huddle.
• Maintains member privacy always by following HIPAA guidelines.
• Other duties as assigned by supervisor.

Essential Job Skills:

• Ability to demonstrate reliability and responsiveness to members, caregivers and team members.
• Ability to demonstrate mutual respect and build a trusting environment with members, caregivers and team members.
• Establish and maintain good working relationships with various stakeholder groups.
• Works collaboratively across disciplines and administrative functions across the organization and in the community.
• Shares and receives information, concerns and feedback in a supportive manner.
• Ability to show empathy.

Minimum Requirements:

• High school diploma
• Must submit to background check and pre-employment and random drug screens

Preferred Requirements:

• Associate’s Degree or Medical Office Administration courses
• Bilingual ability a plus
• Experience in a medical office environment preferred