Experience Specialist-Chillicothe Clinic

1 month ago

Chillicothe, United States Carle Foundation Hospital Full time

Customer Service

* Smile and greet patients, families, and visitors with a warm welcome, proactively communicate with the 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 assist 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.
* Open and/or close the clinic following specified guidelines of individual clinic.
* Collaborates with appropriate support services to ensure the environment is clean and welcoming.
* Demonstrates effective and caring communication skills and telephone techniques and etiquette.
* Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences.

Administrative/Clerical Support

* Work independently and responsible for timely completion of assigned functions.
* Be aware of what is happening in the clinic department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization's intranet site.
* Maintain regular and consistent attendance at work.
* Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines.
* Maintain compliance with Personnel policies and procedures.
* Monitor environmental conditions to secure protected health information.
* Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures.
* Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations.
* Balance team and individual responsibilities; be open and objective to other's views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests.
* Perform other duties as requested by Clinic Administrator to facilitate the smooth and effective operations of the office.

Experience Specialists reflect a commitment to Carle Health's values and play 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.

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