Patient Experience

2 weeks ago

Grand Junction, Colorado, United States Frontera Healthcare Full time $40,000 - $60,000 per year

Job Summary

As first point of contact, the Patient Experience Specialist will greet patients in a compassionate manner and handle patient requests accordingly. Position requires excellent customer service skills and ability to multitask in a busy medical office environment. Responsible for appointment scheduling, answering phones, directing calls, checking patients in and out of the office, obtaining co-pays and balance due on patient accounts, and working with outside vendors as needed. Must be proficient in computer skills heavily focused on data entry and attention to detail.

Duties and responsibilities
· Answer phones and assess needs of the caller to direct accordingly, sending messages to appropriate staff.

· Schedule patient appointments.

· Print off daily schedules to review for daily huddles and prepare for next business day.

· Obtain patient demographic information to include income documentation for sliding scale patients. Accurately verify or update patient demographic information at each appointment.

· Distribute and collect patient surveys as required.

· Register and check in patients to be seen for appointments, provide customer service assistance and translation as needed.

· Perform patient check-out and collect co-pay or balance due at time of service. Research old balances & credits, and communicate any questions or requests to the business office. Post patient payments to corresponding account.

· Fax patient prescriptions and/or orders as directed by a medical provider. Fax refill authorizations to pharmacists.

· Obtain copy of patients' insurance card, scan into electronic health record and accurately enter insurance information for correct billing. Verify patient insurance eligibility as needed.

· Obtain patient medical records from outside Medical Facilities and task to rendering provider for review.

· Schedule referrals and follow up per FHN's Referrals Policy and Procedure, obtaining all necessary paperwork, authorizations, & pre-certifications.

· Follow up and track labs and diagnostic tests per FHN's Test Tracking and Follow up Policy and Procedure.

· Data enter all incoming lab and diagnostic test results.

· Routinely maintain ICS folder - Organize and save incoming faxes and electronic medical records within the corresponding patient chart folder for a complete medical record.

· Fax miscellaneous paperwork to appropriate locations as required.

· Make patient call-backs as necessary for follow-up or referrals.

· Make reminder calls one day prior to scheduled appointment.

· Be familiar with PCMH standards and work as part of the medical team to provide patient centered care.

· Order supplies.

· Run necessary errands for clinic as needed.

· All other duties as assigned.

Requirements

Knowledge, Skills, and Abilities

Required:

· Knowledge of Center's Policy and Procedures.

· Pay attention to detail.

· Excellent communication and people skills.

· Ability to use office equipment including, but not limited to, computers, fax machines, telephones, and copiers.

· Ability to multi-task

Required:

· Bilingual speaking and writing.

Credential and Experience
Required:

· Grade/Level of Education: 12/High school diploma or equivalent

Preferred:

· Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification

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