Patient Experience Specialist - Fredericksburg

Description

As first point of contact, the Patient Experience Specialist will greet patients in a compassionate manner and handle patient requests accordingly. The position requires excellent customer service skills and the 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

The Patient Experience Specialist performs the following duties as assigned:

• Communicate effectively and professionally with patients, partners, and staff in the service area

• Professional phone etiquette, customer service,

• Schedule patient appointments and check in/out patients to be seen for appointments

• Utilize daily huddle with clinic team to prepare for patient visits and needs

• Obtain and update patient demographic information. Accurately verify or update patient demographic information at each appointment.

• Work with other front desk team members for best practices on workflows and processes

• Collecting patient responsibility and communicating with billing on patient billing and insurance issues in a timely manner

• Daily posting of payments and reconciliation process

• Obtain and verify patient insurance eligibility at each visit. Ensure information obtained is accurate and relevant.

• Obtain patient medical records from outside Medical Facilities and utilize BHS Connect for external medical records requests from insurance payors, lawyers, disability, etc.

• Coordination with Referral Coordinator for any referral patient needs

• Daily filing of documents and appropriate data entering for labs and diagnostic test results

• Follow up and track labs and diagnostic tests

• Encouraging patient utilization of Intelichart; ensuring all required Intelichart tasks for front desk are completed daily

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

• Knowledge of Pharmacy workflow for medications at clinic locations and compliance requirements

• Perform all duties within HIPAA regulations

• Be passionate about healthcare excellence in accordance with Frontera’s Mission, Vision and Values

Knowledge, Skills, and Abilities

Required

• Knowledge of Center’s Policy and Procedures.

• Pay attention to detail.

• Excellent communication and people skills.

• Ability to use office equipment including, but not limited to, computers, fax machines, telephones, and copiers.

• Ability to prioritize and allocate resources.

Preferred

• Spanish speaking and writing.

Credential and Experience

Required

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