Member Experience Coordinator

1 week ago

Grand Rapids, Michigan, United States EXPONENTIAL HEALTH PC Full time
Job Description

About Exponential Health PC:

We are a leading provider of high-end healthcare services, dedicated to delivering exceptional patient experiences and fostering long-term health and wellness.

Job Summary:

The Member Experience Coordinator is a key member of our team, responsible for ensuring a seamless and exceptional experience for our patients. This role is essential in managing patient interactions, both in-person and via phone, and providing administrative support to our clinical team.

Key Responsibilities:

  • Member Check-In/Check-Out:
    • Greet patients upon arrival and ensure a smooth check-in process.
    • Assist patients with check-out procedures, ensuring all follow-up actions are scheduled.
  • Chart Management:
    • Update and maintain patient charts with accurate and timely information.
  • Appointment Scheduling:
    • Schedule appointments and follow-up visits for patients, coordinating clinical team schedules.
  • Phone Management:
    • Answer incoming calls promptly and professionally.
    • Triage phone calls to the appropriate clinical team members.
  • Prescription Refill Requests:
    • Take and process prescription refill requests from patients.
  • Referral Management:
    • Manage referrals, ensuring all necessary information is obtained and communicated.
    • Follow up on ordered referrals and obtain notes from referring offices.
  • Relationship Management:
    • Build and maintain strong relationships with referring offices.
  • Authorizations:
    • Obtain and manage necessary insurance authorizations for patient testing and referrals.
    • Member Follow-Up Calls:
    • Conduct follow-up calls to patients to ensure satisfaction and address any concerns.
  • EMR Inbox Management:
    • Manage and respond to messages in the Electronic Medical Record (EMR) system inbox.
    • Vendor Coordination:
    • Coordinate with vendor representatives to ensure smooth operations and supply management.

Qualifications:

  • Licensed Practical Nurse (LPN) or Medical Assistant (MA) credentials required.
  • High school diploma or equivalent; additional education or certification in healthcare administration is a plus.
  • Previous experience in a healthcare setting, preferably in a concierge or high-end medical practice.
  • Proficient in using EMR systems and other office software.
  • Excellent interpersonal and communication skills.
  • Ability to handle sensitive information with discretion and maintain confidentiality (HIPAA compliance).
  • Professional appearance and demeanor.

Bonus Background/Experience:

  • Experience working in a concierge medical practice.
  • Familiarity with high-level customer service standards.
  • Experience with health insurance authorizations and referral processes.

Benefits:

  • Competitive salary
  • Health, dental, and vision insurance
  • Retirement plan options
  • Paid time off and holidays
  • Opportunities for professional development

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