Patient Experience Lead

Description

The Patient Experience Lead will greet patients in a compassionate manner and handle patient requests accordingly. Position excellent customer service skills and ability to multitask in a busy medical office environment. Responsible for appointment scheduling, answering phones, directing calls, checking patients in and out of the office, obtaining co-pays and balance due on patient accounts, and working with outside vendors as needed. Must be proficient in computer skills heavily focused on data entry and attention to detail. 

Requirements

• List the primary duties and responsibilities of the position.

• Front Desk Retentionist performs the following duties as assigned:

• Answer phones and assess needs of the caller to direct accordingly, task messages to

• appropriate staff.

• Schedule patient appointments.

• Print off daily schedules to review for daily huddles and prepare for next business day.

• Obtain patient demographic information to include income documentation for sliding scale patients. Accurately verify or update patient demographic information at each appointment.

• Distribute and collect patient surveys as required.

• Register and check in patients to be seen for appointments, provide customer service assistance and translation as needed.

• Perform patient check-out and collect co-pay or balance due at time of service. Research old balances & credits, and communicate any questions or requests to the business office.

• Post patient payments to corresponding account.

• Fax patient prescriptions and/or orders as directed by a medical provider. et points for clarity Data enter all incoming lab and diagnostic test results.

• Routinely maintain ICS folder - Organize and save incoming faxes and electronic medical records within the corresponding patient chart folder for a complete medical record.

• Fax miscellaneous paperwork to appropriate locations as required.

• Make patient call-backs as necessary for follow-up or referrals.

• Make reminder calls one day prior to scheduled appointment.

• Be familiar with PCMH standards and work as part of the medical team to provide patient centered care.

• Order supplies.

• Run necessary errands for clinic as needed.

Bilingual preferred.

Credential and Experience

Required

• Grade/Level of Education: 12/High school diploma or equivalent

Special Requirements

The employee must be able to lift and/or move more than 30 pounds. Requires sitting, standing and walking for extended periods of time. Flexibility to work under stressful conditions and extended hours, at times.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all duties and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and the Center continues to maintain its status as an at-will employer. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.