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Bilingual Patient Engagement Coordinator
2 months ago
Salary: Competitive
Position Summary:
The Patient Experience Specialist (PES) plays a crucial role in overseeing the complete patient journey, including appointment scheduling, check-in, and check-out processes. This position requires collaboration within a team to deliver outstanding customer service and prioritize patient-centered care.
Key Responsibilities:
Appointment Scheduling- Assist patients in accessing healthcare services efficiently.
- Utilize exceptional customer service skills to handle incoming calls, assess patient needs, and direct inquiries appropriately.
- Accurately gather and input patient demographic information into the electronic practice management system.
- Verify patient insurance details and eligibility.
- Return calls for patient inquiries and appointment reminders.
- Manage scheduling for new and existing patients, including cancellations and rescheduling across various service lines.
- Proactively close care gaps by contacting patients for follow-ups and reminders.
- Ensure compliance with scheduling policies and procedures.
- Inform patients about eligibility requirements and necessary documentation for financial assistance programs.
- Advise patients on relevant clinic programs based on their healthcare needs.
- Maintain knowledge of services and financial options available to patients.
- Document requests for Good Faith Estimates.
- Welcome patients and visitors in a courteous and professional manner.
- Conduct patient check-ins, verifying and updating necessary information while performing registration tasks.
- Ensure accurate data entry of patient demographics into the electronic practice management system.
- Conduct daily insurance verifications to identify and close gaps in patient care.
- Prepare for patient visits through pre-visit planning and appointment preparation.
- Maintain a clean and organized lobby area.
- Educate patients about financial assistance programs and options for service costs.
- Collect payments and establish payment plans as needed.
- Prepare and distribute Good Faith Estimates.
- Perform general clerical duties efficiently and accurately.
- Refer patients to appropriate staff for eligibility in various programs.
- Handle challenging situations and emergencies with professionalism.
- Complete additional tasks as assigned.
Qualifications:
- High School Diploma or equivalent required.
- Experience in customer service or patient-facing roles is essential.
- Ability to work effectively with a diverse population.
- Strong interpersonal and communication skills, both verbal and written.
- Excellent organizational and time management abilities.
- Capability to work independently and collaboratively within a team.
- Confidence and professional judgment in high-pressure situations.
- Knowledge of financial assistance and insurance programs is advantageous.
- Bilingual proficiency is mandatory.
Additional Requirements:
Travel may be necessary for meetings and to support various clinic locations. This role involves repetitive use of hands and fingers, requiring fine motor skills and the ability to lift up to 25 pounds. This document outlines the general nature and level of work performed and is not an exhaustive list of all duties and responsibilities.
