Patient Experience Support Specialist

1 week ago

Norfolk, Virginia, United States Faith Regional Health Services Full time
Job Summary

This role is responsible for providing exceptional customer service to patients and their families by answering incoming calls, routing them to the appropriate location, and addressing their inquiries in a timely and professional manner.

Key Responsibilities
  • Answer and route incoming calls efficiently, maintaining a high level of customer service and a calm demeanor.
  • Assist with refunds, work with billers on posting to accounts, and help patients with payments and questions on accounts.
  • Perform general clerical functions, including data entry, filing, and maintaining accurate records.
  • Develop and maintain a professional work environment, recognizing personal leadership style and adapting to situations appropriately.
  • Establish and apply problem-solving skills, creating a positive team environment within the department.
  • Establish open communication with director, employees, and patients, and establish and apply team building and team leading concepts.
  • Attend meetings and maintain a departmental climate of openness, fairness, acceptance of criticism, and discussion of ideas within the department.
  • Prioritize and complete multiple projects/tasks, demonstrating the ability to organize and coordinate special projects independently.
  • Demonstrate organizational skills, develop and maintain an organized, readily accessible filing system, and assist with refunds.
  • Knowledge of Medicare, Medicaid, Blue Cross, and other insurances, keeping current or up to date with changes as they occur.
  • Ability to recognize collectible amounts on accounts and follow account transactions to help patients with statements.
  • Answer and accurately route incoming phone calls quickly, efficiently, and professionally, while demonstrating professional etiquette and courtesy when interfacing with customers, both internal and external.
Requirements
  • GED or High School Diploma preferred.
  • Customer service experience preferred.
  • Basic computer knowledge, including Microsoft Word, Excel, Outlook, and PDF, required.
  • Ability to read, write, speak, and understand the English Language required.

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