What are the responsibilities and job description for the Client Relations Specialist position at ZoeRVA Health?
Who we are :
Zoe Primary Care is a patient-centered environment, prioritizing preventive care and wellness initiatives to empower individuals to manage their health proactively. Our approach to Primary Care emphasizes guidance on lifestyle improvements in nutrition, increasing movement, managing stress, cultivating healthy habits, securing restful sleep, and fostering beneficial relationships.
We understand that every patient has different needs and that there isn't a one-size-fits-all approach to healthcare. That's why at Zoe Primary Care, we personalize our care to each individual. Our goal is to empower and equip our patients to lead a healthier life.
As a Client Relations Specialist at Zoe Primary Care you will :
Ensure the smooth operation of client / patient service which includes scheduling appointments, greeting clients / patients upon arrival at the office, client / patient registration, medical chart maintenance, accepting payments and coordinating referrals.
Will coordinate with each other to share ideas, solve problems and provide back-up as needed. Additionally, the individuals in this role will provide support to the Billing team as requested.
Responsibilities :
Coordinate and schedule patient appointments; manage appointment cancellations or rescheduling requests and reach out to fill open appointments
Serve as the primary point of contact for patient inquiries via phone, email, or in person; provide clear and accurate information to patients regarding appointments, policies, and general inquiries.
Address patient concerns and escalate issues to appropriate healthcare personnel or manager when necessary.
Maintain accurate and up-to-date patient medical records and documentation; ensure confidentiality and compliance with HIPAA regulations.
Verify patient insurance coverage and benefits; assist patients with insurance-related inquiries and coordinate with insurance providers as needed.
Provide general administrative support; assist in the completion of patient intake forms and other administrative tasks.
Support healthcare providers and clinical staff with administrative tasks as required.
Collaborate with healthcare providers to ensure seamless patient care transitions.
Facilitate referrals to specialists or other healthcare facilities as directed by healthcare providers.
Competencies :
Attention to Detail - Directs attention to the task at hand in order to avoid making mistakes. Prepares and carefully reviews figures, computations, reports, etc., to identify any errors or problems; ensures consistency and that information can be understood by all who read it. Shows concern for all aspects of the job no matter how small.
Client / Patient Commitment - Dedicated to meeting the expectations and requirements of internal team members and external clients / patients. Establishes and maintains effective relationships to gain trust and respect.
Composure - Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments. Remains cool under pressure. Does not become defensive or irritated when resisted or blocked. Is not knocked off balance by the unexpected; is able to recover from difficult situations. Is seen as a settling influence in a crisis.
Effective Communicator - Consistently communicates with clarity and thoroughness to optimize audience understanding. Communicates information in a clear, concise, and timely manner. Demonstrates effective speaking and presentation skills.
Follow-Up - Monitors and evaluates progress on working assignments, commitments, processes, etc. with little or no supervision to ensure timely and successful completion of assigned tasks.
Responsiveness - Responds to others' ideas, suggestions and disagreements in a timely and constructive and non-defensive manner; creates open lines of communication with others to build trust.
Experience and Education Qualifications :
3 years of work experience in a customer-facing position, medical practice preferred
High School degree or equivalent
Computer, multi-line phone systems, office equipment, Microsoft Office experience preferred
Physical Requirements
Able to lift & carry items up to 15 lbs. 50% of the day.
Able to use hands and fingers to operate equipment such as a computer, tablet or smart phone, must be able to key in payments using electronic devices.
Able to stand, kneel, bend at knees, squat throughout the day.
Able to sit at a desk comfortably while working on a computer, for extended periods of time.
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