Patient Experience Host

You are someone who thrives in a face-to-face environment. You often find yourself striking up a conversation with strangers. You are easy to get along with and have a positive outlook on life. The right candidate for this position is friendly, outgoing, passionate, and detail oriented. Your love for people motivates you to serve others and serve them well.

You need to be comfortable tackling a task on your own and seeing it through to completion. At the same time, you should be a team player who thinks about how individual actions impact the team. You flourish in a busy environment and face each obstacle that comes your way with optimism. Multi-tasking should be something that comes naturally to you.

Critical thinking is necessary for this role; an issue may arise at any time that prompts you to think on your feet. Forming relationships with your teammates and providing them with support, as they would for you, is essential for our success.

Position Overview: 

Responsible for assisting patients in navigating registration, scheduling appointments, and other necessary administrative actions. This individual will take the initiative to provide personable interactions for each patient by using the resources available to better understand each patient's needs and will ensure these needs are met and expectations are exceeded. 

Essential Functions:

• Welcomes patients with a kind smile and greeting as soon as they are within view.
• Creates a positive and personable experience for all patients and visitors.
• Enters confidential personal health information and financial information into eClinicalWorks with a high rate of accuracy.
• Works effectively and efficiently through identifying and resolving patient billing complaints where needed and directs necessary issues to the billing department.
• Assists the billing department with insurance verification
• Registers patients by verifying that patient's record is up to date and accurate, and when necessary, makes the appropriate changes in the patient’s chart on eClinicalWorks.
• Schedules appointments for patients in the office and via phone call for virtual patients in eClinicalWorks with a high rate of accuracy.
• Facilitates patient inquiries to the appropriate team for a solution and provides each patient with the necessary paperwork for their visit.
• Approaches patients and families in the lobby with updates on their wait time.
• Takes ownership of the overall flow and atmosphere of the lobby.
• Keeps work area and surrounding patient waiting areas neat and well-ordered to provide a clean and professional environment to the overall patient experience.
• Complies with federal and local laws to ensure patient privacy.
• Collects copay and balance payments from patients and applies them to the patient’s account in eClinicalWorks.
• Performs additional tasks as assigned by manager.

Qualifications:

• High School Diploma or GED
• Experience in the medical field preferred but not required 
• Excellent communication and interpersonal skills
• Strong attention to detail and organizational skills
• Ability to multitask and prioritize tasks in a fast-paced environment
• Exceptional customer service skills with a friendly and professional demeanor
• Proficient typing and data entry ability 
• Previous customer service experience is preferred
• Knowledge of medical terminology is a plus

Work environment and Physical demands: 

Normal medical office environment. Occasional overtime may be required, and/or hours may be shortened as business needs dictate. Requires sitting and standing associated with a normal office environment. Manual dexterity is needed for using a calculator and computer keyboard. Position will require travel between all Brio locations. Person may be exposed to fumes, airborne particles, infectious diseases, blood/bodily fluids, and disease-bearing specimens