Job Summary:

The Patient Experience Specialist (PES) is responsible for managing all phases of the patient encounter: scheduling, check-in and check-out processes. The PES works in a team environment in an effective and efficient manner to ensure excellent customer service and patient centered care.

Job Responsibilities:

Scheduling

Effectively perform all scheduling duties:

• Primary responsibility is to assist patients in accessing care.
• Utilize professional customer service skills to process incoming phone calls, evaluating patient healthcare needs and directing patient requests to the most appropriate individual or department.
• Accurately collect and enter all patient demographics including contact information, address, and required UDS demographics into electronic practice management system.
• Obtains patient insurance information and verifies eligibility.
• Return phone calls as needed for patient inquiries and appointment reminder calls.
• Schedule new and existing patient appointments including canceling and rescheduling appointments across multiple service lines.
• Close care gaps (i.e. recall, follow-up, prior authorization, appointment reminders etc.) by calling patients.
• Ensure accurate scheduling of appointments per scheduling policy/process.
• Inform patients of eligibility qualifications and required documentation needed for application of the sliding fee discount and other applicable financial programs.
• Advises patient of pertinent clinic programs based on their identified healthcare need.
• Be knowledgeable of services and options for the cost of their services/eligibility for sliding fee.
• Document requests for Good Faith Estimates.

Front Office

Effectively perform all check-in and check-out duties:

• Greet patients and visitors in a prompt, courteous and helpful manner.
• Check-in patients, verifies and updates necessary information and performs all registration functions.
• Verify and update all patient demographics including contact information, address, and required UDS demographics into electronic practice management system.
• Obtains patient insurance information and verifies eligibility.
• Accurate and timely data entry in the appropriate EHR system.
• Answering and returning phone calls as needed.
• Daily insurance verification and discovery to close gaps for each patient at all locations.
• Pre-visit planning and appointment prep.
• Open and close clinic doors at the appropriate scheduled hours.
• Monitor lobby – at least twice daily walk through to ensure clean and free to clutter.
• Educate patients on Sliding Fee Program and options for the cost of their services.
• Collect payment from patients.
• Set up payment plans.
• Prepare and distribute Good Faith Estimates.
• Data entry of payment into appropriate EHR system.
• Schedule patient appointments including follow-up and cancelations.
• Close information gaps in Uniform Data Systems (UDS) and return mail by calling the patients to update.

• May require travel to meeting, events and to support other clinic locations within the community and across the region.
• Perform general clerical duties as needed in a timely and accurate manner.
• Understand and refer patients eligible for programs to the appropriate staff member.
• Ability to navigate difficult situations and emergency processes.
• Perform other tasks as assigned.

Knowledge, Skills, Abilities, Qualifications:

• A minimum of a High School Diploma or equivalent.
• Experience working in a customer/patient service position.
• Experience working with a diverse population of people.
• Strong interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to work independently or in a team environment.
• Confidence, professional judgement, and grace under pressure.
• Knowledge of financial assistance/insurance programs are a plus.
• Bilingual skills are required.

Other Requirements:

Travel is required to meetings, events and to support other clinic locations within the community and across the region. Means of travel and travel expenses will be reimbursed according to ODHC’s travel policy. Position requires repetitive use of fingers, hands, wrist in job related duties, i.e. tools, computer. Complete range of motion, including fine motor skills and tactile sense of both hands. Able to lift 25 pounds. This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills and responsibilities required of personnel so classified.