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CBOC Customer Engagement Representative - Victorville. CA

STG International

CBOC Customer Engagement Representative - Victorville. CA

Adelanto, CA
Full Time
Paid
  • Responsibilities

    STGi is currently seeking a CUSTOMER ENGAGEMENT REPRESENTATIVE to enhance the patient experience for enrolled veterans and support outreach planning for responsible locations. The Customer Engagement Representative will also provide clerical and administrative support for the Community Based Outpatient Clinic (CBOC).  Responsibilities would include: 

     

    ESSENTIAL FUNCTIONS:  

    • Serves as an advocate for the Veteran and family across episodes and sites of care by helping them access needed services at the facility and in the community. 
    • Recognizes and removes institutional obstacles to providing optimum quality health care and patient satisfaction. 
    • Serves as the STGi and Line of Business ambassador for new and existing employees. 
    • Works closely with the Patient Aligned Care Team (PACT) to coordinate services. 
    • Participates and assists with planning and executing outreach events as assigned by the Program Manager. This may include but not limited to military sponsored events, community sponsored events and Veterans Administration (VA) sponsored events. 
    • Performs clerical and administrative functions to maintain patient data in support of the clinic operation. 
    • Participates in PACT team huddles and team meetings to support the patient care process by advocating for the patient. 
    • Participates in and independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care. 
    • Evaluates patient information and clinic schedule lists to determine whether patient is vested. 
    • Supports invoicing and billing roster process in collaboration with the Clinic Manager.  
    • Deals effectively with individuals who may be ill, irritable, or otherwise hard to please.
    • Extends a high degree of customer service to patients, other contractor staff, Subcontractor(s) staff and personnel, and Veterans Affairs Medical Center (VAMC). 
    • Schedules and notifies patients of follow-up appointments/referrals. 
    • Assists in the coordination of supplies/equipment. 
    • Assists in maintaining the Veteran Health Information Systems and Technology Architecture (VISTA) clinic reminder tracking system current for each enrolled patient. 
    • Assists the CBOC Clinic Manager in ensuring that all required reports are completed in an accurate and complete fashion. 
    • Supports the CBOC Clinic Manager in liaisoning between the contractor and the VAMC. 
    • Participates in the ongoing Performance Improvement Program between STGi and VAMC. 
    • Complies with all federal, state, local, Joint Commission, Occupational Safety and Health Administration (OSHA), Veteran Affairs, STGi and subcontractor safety and operational regulations, directives, and standards. 
    • Maintains confidentiality of all information and support patients’ privacy, patients’ rights, and safety. 
    • Performs other work-related duties as assigned.

     

    Required Skills

    REQUIRED EXPERIENCE AND SKILLS:  

    • Demonstrated skills to perform all secretarial/clerical support tasks (typing, filing). 
    • Minimum of two (2) years of current medical experience working in a similar environment. (Outpatient clinical and/or other hospital experience preferred). 
    • Excellent customer service techniques. 
    • Ability to follow orders and works under close supervision, while demonstrating initiative and independence. 
    • Ability to provide educational material to patients and/or families regarding proper health care activities, such as giving injections, taking blood pressures, etc. 
    • Effective verbal and written communication skills along with proper telephone etiquette. 
    • Knowledge of Microsoft Office Software, Electronic Medical Records, and computer maneuverability. 
    • Must have experience in handling difficult customer situations. 
    • Must be detailed oriented and have the ability to multi-task.

     

    Required Experience

    REQUIRED EDUCATION:  

    • High school diploma or GED.

     

     

    PREFERRED EDUCATION:  

    • Cardiopulmonary Resuscitation (CPR)/ Basic Life Support (BLS) from AHA or MTN preferred. 
    • Bachelors or associates in healthcare management or Marketing preferred.

       

    WORKING CONDITIONS/PHYSICAL REQUIREMENTS: 

     

    • Moderate physical activity.  Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day. 
    • Work is normally performed in a typical interior/office work environment. 
    • Required to respond to any medical emergency within the clinic, where a fast walk or job may be necessary to provide assistance.

     

     

    All covered STGi employees. ("Covered" is defined as healthcare workers in CA, NY, NGA contract support staff) must be fully vaccinated, including booster shot for CA staff, against COVID-19 unless a reasonable accommodation is approved. 

     

    STGi is a workforce solutions company providing comprehensive healthcare delivery, Head Start and management consulting services and human capital solutions help our clients. Our services and solutions help our clients sustain and enhance their operations to better accomplish their mission.    STGI OFFERS A COMPETITIVE BENEFITS PACKAGE WHICH INCLUDES MEDICAL, DENTAL, VISION, 401K WITH COMPANY MATCH AND A GENEROUS PTO POLICY. 

      

    STGi is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. 

  • Qualifications

    REQUIRED EXPERIENCE AND SKILLS:  

    • Demonstrated skills to perform all secretarial/clerical support tasks (typing, filing). 
    • Minimum of two (2) years of current medical experience working in a similar environment. (Outpatient clinical and/or other hospital experience preferred). 
    • Excellent customer service techniques. 
    • Ability to follow orders and works under close supervision, while demonstrating initiative and independence. 
    • Ability to provide educational material to patients and/or families regarding proper health care activities, such as giving injections, taking blood pressures, etc. 
    • Effective verbal and written communication skills along with proper telephone etiquette. 
    • Knowledge of Microsoft Office Software, Electronic Medical Records, and computer maneuverability. 
    • Must have experience in handling difficult customer situations. 
    • Must be detailed oriented and have the ability to multi-task.