Patient Portal Technician I

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 62 sites, over 227,000 patients, and over 417,000 visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Family Health Centers of San Diego (FHCSD) is looking for a Patient Portal Technician I. The role of the Patient Portal Engagement Technician Specialist is multifaceted. It serves as the first point of contact for FHCSD patients who use the Patient Portal system. At the same time, it also leads outreach initiatives to encourage portal adoption and engagement. This position requires a combination of technical expertise, customer service skills, and proactive community engagement to ensure seamless portal usage and promote patient empowerment. To achieve this, the Help Desk Technician will be HIPAA certified to resolve patient portal technical issues securely. They will provide comprehensive technical support across multiple communication channels, including phone, chat, SMS, and in-person interactions. They will also conduct proactive outreach initiatives and analyze data to optimize patient engagement strategies. Moreover, the Patient Portal Engagement Technician Specialist will be responsible for managing appointments and addressing portal messages in a timely manner. Overall, this position plays a crucial role in enhancing the patient experience and promoting patient empowerment.

Responsibilities:

• Multi-Channel Patient Support:

o Provide timely and comprehensive assistance to patients via phone, chat, SMS, and in-person interactions, addressing inquiries and resolving technical issues related to the Patient Portal system.

o Utilize active listening and practical communication skills to understand patient needs and provide personalized support across different communication channels.

o Adapt communication style and strategies based on individual patient's preferences and comfort levels, ensuring a positive and efficient support experience.

• Outreach and Community Engagement:

o Plan and execute proactive outreach initiatives to promote Patient Portal adoption and engagement among FHCSD patients, both online and in-person.

o Engage with patients through chat, SMS, and social media platforms to provide portal demonstrations, answer questions, and encourage participation in portal-related activities.

o Conduct weekly outreach at FHCSD clinics, engaging with patients and staff to promote portal usage and address any concerns or suggestions.

• Training and Education (falls under Outreach and Community Engagement above):

o Develop and deliver training sessions and educational materials to empower patients and staff to navigate the Patient Portal across different communication channels effectively.

o Create user-friendly guides, tutorials, and FAQs tailored to specific communication channels, ensuring patients can confidently access the information they need to utilize the portal.

o Provide ongoing support and guidance to patients, addressing questions and concerns through chat, SMS, voice, and in-person interactions to promote self-service and enhance patient satisfaction.

o Performs other duties as assigned.

• Data Analysis and Reporting:

o Generate comprehensive reports on outreach activities, patient interactions, and portal usage metrics across different communication channels, providing insights and recommendations for improvement.

o Analyze patient engagement and communication preferences trends, identifying opportunities to optimize outreach strategies and enhance the overall patient experience.

o Collaborate with internal stakeholders to integrate data from various communication channels and ensure a holistic approach to patient engagement and support.

Requirements:

• A bachelor's degree is strongly preferred; 4 years of recent, relevant work experience may be a substitute for the degree.

• A high school diploma or GED equivalent is required.

• 2+ years of experience in healthcare or customer service, with a focus on patient engagement and support.

• Proficiency in multi-channel communication platforms and experience with electronic health record systems preferred.

• COMPTIA Certification preferred; equivalent, relevant experience can be substituted for the certification.

• HIPAA Certification required.

• Meet organizational driving requirements.

Rewards:

• Job type: Regular Full Time

• Competitive Salary with Excellent Benefits

• Retirement Plan with Employer Match

• Paid Time Off, Extended Sick Leave and Paid Holidays

• Medical/Dental/Vision/FSA/Life Insurance

• Employee Discounts and Wellness Programs

• Sponsoring Employer with an Equity Investment Company that can assist you with your down payment for purchasing a home

FHCSD was founded by community activists working towards a common goal: caring, affordable, high-quality medical care for all. We are proud to continue this mission today as we provide accessible services to over 210,000 patients across San Diego County. The successful candidate will have a demonstrated commitment to community medicine and providing culturally competent care to the medically underserved.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.

21.26 - 30.47

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)