Position Summary :

Experience Specialists plays a vital role in the experience of our patients, families and visitors. As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between patients / families / visitors and members of the health care team to address questions, provide non-medical information and to simply help patients / families / visitors navigate their healthcare experience.

Qualifications :

ADDITIONAL REQUIREMENTS

Use of usual and customary equipment used to perform essential functions of the position.

SKILLS AND KNOWLEDGE

Ability to demonstrate strong customer service skills.

Ability to effectively enter information into a variety of computer programs.

Ability to understand and apply guidelines, policies and procedures.Ability to interact effectively with physicians, health care team members, individuals and members of their support systems.

Ability to communicate effectively with people of diverse professional, education and lifestyle backgrounds.

Writes, reads, comprehends and speaks fluent English.

Multicultural sensitivity.

Microsoft Office - basic computer skills.

Customer / patient focused.

Critical thinking skills using independent judgment in making decisions.

Essential Functions :

• Smile and greet patients, families and visitors with a warm welcome, proactively communicate with patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions.
• Collaborate with and report patient / family concerns to appropriate team members as needed and assists with resolution of concerns.
• Consults with members of the healthcare team and provides updates and other information to patients and families.
• Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
• Make, cancel and reschedule patient appointments maintaining appointment schedule according to office procedure.
• Support all digital communication to patients with the highest level of service and professionalism, while remaining compliant with regulations and documented processes.

Individuals will be responsible for helping deliver timely and accurate information to ensure a positive patient experience.

• Gather, verify and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system.
• Assist with proactive charge capture along with billing accuracy for providers and patients.
• Collect payments, issue receipts and reconcile daily receivable activity to prepare for daily deposits.
• Collaborates with appropriate support services to ensure the environment is clean and welcoming.
• Demonstrates effective and caring communication skills and telephone techniques and etiquette.
• Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.

Last updated : 2024-06-04