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!

Position Description:

The Patient Service Guide is responsible for creating an amazing patient experience through patient acknowledgement and assistance via phone. In addition to answering patient phone calls, electronic filing and scheduling, the Service Guide will perform duties such as patient record keeping, coordination of provider schedules, verifying insurance, scheduling transportation, and working on special projects.  The Service Guide is also privy to highly confidential and sensitive health information.

Essential Duties:

• Answer incoming calls using customer service standards; route incoming calls to the appropriate clinical staff, answer patient questions and communicate concerns/needs to clinical staff.
• Schedule and confirm patient appointments according to provider availability and preference and communicate changes to clinical staff.
• Accurately update patient information in the EMR system (i.e. demographics, contact preferences, insurance information etc).
• Supports the Growth & Development team with facilitating insurance company conversations and keeping informed of new patient insurances accepted.
• 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.
• Maintain member privacy at all times by following HIPAA guidelines.
• Previews the schedule in advance, re-evaluates it throughout the day. 
• Work in partnership and develops strong professional relationships with team members.
• Collaborate with entire primary care team to ensure member’s healthcare needs are being met.
• All other duties as assigned.

Qualifications/Skills:

• High school diploma and Medical Office Administration courses.
• Experience in a medical office environment required.
• Must have excellent communication skills.
• Previous experience working in a sales environment a plus.
• Ability to demonstrate reliability and responsiveness to members, families and team members.
• Ability to show empathy.