Senior Patient Experience Representative
4 weeks ago
Probable Schedule: Monday - Friday, 9:00a - 5:30p. 100% onsite.
The Senior Patient Experience Representative will be responsible for:
- Customer Service:
- Demonstrating positive and effective customer service that supports departmental and hospital operations.
- Greeting, screening and directing patients, families and visitors.
- Registering new patients.
- Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
- Patient Registration/Admissions/Discharge:
- Monitoring clinic activity to ensure the best possible patient experience.
- Assisting with resolving customer service and scheduling issues.
- Responding to patients' concerns and needs, offering the best possible options and resolution to patient concerns in accordance with best practices and procedures.
- Responding to situations requiring escalated service response.
- May prepare rooms for examinations, collect height, weight and temperature, and answer questions in EMR.
- Collecting all necessary clinical documentation and information.
- Verifying, recording and processing patient demographics, insurance/payment and referral information for patient appointments.
- Collecting, compiling and forwarding related documentation for reimbursement and/or referral information.
- Obtaining and recording required authorizations and documenting all prior authorizations and referrals in appropriate system.
- Scheduling:
- Scheduling patient encounters and procedures to coordinate within and across providers, departments and institutions.
- Monitoring daily schedule and coordinating flow to optimize patient experience.
- Administration:
- Scheduling meetings, programs and events.
- Recording and forwarding messages, triaging calls for information or services, initiating call for emergency services.
- Providing routine clerical support as needed.
- Collecting and organizing medical records, information and supplies for required for appointments.
- Communicating with other departments to coordinate ancillary services.
- Training:
- Training, orienting and cross-training clinic staff on department systems, processes and terminology.
- Ensuring staff is informed regarding customer service, IT system, policy and procedure changes.
- Providing assistance to other support staff in evaluating and resolving issues.
- Serving as a resource on operations and procedures, payer and billing requirements.
- Technology:
- Utilizing all office technology, including phone systems, email, Microsoft Office and clinical, scheduling and billing applications.
- Enrolling patients and caregivers in patient portal.
- High School Diploma/GED required
- Minimum of 1 year as a Patient Experience Representative or related healthcare experience.
- Can perform the actions associated with this skill without assistance. Is considered "a person to ask" when difficult questions arise. Capable of coaching others by translating complex nuances into easy-to-understand terms.
- Ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
- Ability to work with diverse internal and external constituencies.
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