CCI Health Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience. Through integrated teams in a learning environment, we deliver high-quality, affordable, care to every patient during all stages of life.

Position Summary

CCI is seeking a Patient Representative to act as the point of contact by greeting patients and visitors in person and over the phone, directing them to the appropriate Health Center personnel. The PR will assure that the provision of high-quality; cost-efficient, culturally sensitive services complies with all Federal, State, and Local agency policies and procedures. This position requires travel to any of the CCI health center sites if coverage is needed.

 Key Functions & Responsibilities

• Answers the telephone promptly, identifies him/herself and the center, refers calls to the appropriate area, and identifies and refers to urgent calls correctly. Accurately communicates phone messages as needed, and assists decrease wait times for returned phone calls.
• Distribute information regarding Maryland Health Benefits Exchange, including eligibility requirements for applicable federal tax subsidies and cost-sharing assistance, eligibility requirements for Medicaid and Maryland Children’s Health Plan (MCHP), and Qualified Health Plans (QHP); and how to enroll in Medicaid, MCHP or QHPs in the exchange.
• Assist patients with portal setup to Increase patient portal usage.
• Facilitate plan selection based on the needs of the individual/family seeking health insurance coverage, assess tax implications and premium and cost-sharing requirements, application submission, renewal, and disenrollment processes.
• Facilitate eligibility determinations for QHP, Medicaid, MCHP, SHOP, and premium tax subsidies.
• Provide referrals to appropriate agencies, including the Attorney General’s Health Education and Advocacy Unit (HEAU) and the Maryland Insurance Administration (MIA), for applicants and enrollees with grievances, complaints, questions, or the need for other social services.
• Schedule first appointments for newly insured consumers at any of our sites and assist to increase the number of patients enrolled in Medicaid.
• Makes and assists in making return appointments, confirming the patient’s current address, and phone number, and updates in the computer system as necessary.
• Registers patients into the computer, generating required paperwork for a patient visit. Calls patients to remind them of scheduled visits percenter routine.
• Checks in patients as they enter the center, and identifies in the system whether they are a “Show”, “No- Show”, “Walk-In”, or a “Cancellation”. Completes appointment status prior to the end of the workday.
• Assist Health Center Managers with clerical and administrative functions.
• Notifies appropriate personnel of patient’s arrival (per center routine) and secures patient's medical.
• record for use by Medical Assistant.
• Monitors status of reception areas, alerting clinical staff of unusually long patient waiting times or obtaining assistance in any unusual situations including patient conflicts.
• Performs other clerical support functions; filing, scheduling, and documentation of appointments or referrals complete medical records release forms, documents no shows in the chart. Prints provider schedules at the beginning of the sessions. Pulls medical records and reviews by noon the day before the patient’s appointment.
• Exhibits and promotes a standard of excellence in the performance of all duties and interactions with patients, co-workers, and outside contacts.
• Promotes CCI’s mission to Increase patient understanding of CCI’s service lines.
• Increase patient satisfaction.
• This position also requires the ability to drive between clinical sites to provide additional coverage when needed.

Minimum Qualifications

• Requires a High School Diploma or GED.
• Current CPR certification.
• Must have at least one year of relevant work experience, preferably in a medical setting or an equivalent combination of training and experience to perform office routines and clerical support functions.
• Must be customer-focused
• Must be proficient with user-facing technology (e.g., Apps, software, computers, etc.).

Founded in 1972, CCI Health Services is a diverse and inclusive workplace grounded in community. Located in the Washington, DC Metro Area, each year CCI cares for more than 60,000 individuals in Montgomery and Prince George’s Counties. As a non-profit, CCI is committed to improving health equity through the provision of affordable primary care for all, across all stages of life. Visit ccicares.org for more information.