Job Description
Salary: 18.42-27.64 USD
Facility: Administrative Regional Training Cntr
Shift: Shift 1
Status: Full Time FTE: 1.000000
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: No
Work Schedule: Days
Hours: M-F, 7a-5p variable with hybrid remote option after successful completion of probationary period.
Summary:
The primary responsibility of a Patient Experience Specialist III is to represent Catholic Health (CH) to our consumers in a friendly, positive, and effective manner. Patient Experience Specialist III acts as a mentor to colleagues, demonstrates proficiency in all activities within schedistration and referral management, and is expected to serve as team lead and provide training and guidance to level I and II staff. Additional expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The Patient Experience Specialist performs specialized functions for patients by handling calls and inquiries into the Contact Center, ensures all patient inquiries are addressed and resolved in a compassionate and timely manner, and is well versed in multiple aspects of the schedistration and referral management processes to ensure accurate responses. The Patient Experience Specialist III maintains a working knowledge of Catholic Health service offerings, service workflows, and contact center technologies necessary to perform all job junctions. Collaborates with Clinical Teams, Revenue Cycle Teams, and IT associates.
Responsibilities:
EDUCATION
High School diploma or equivalent required
EXPERIENCE
Knowledge of Healthcare and medical terminology preferred
Experience in Contact Centers preferred
One (1) year of experience in healthcare in scheduling and registration preferred
One (1) year of experience in customer service preferred
KNOWLEDGE, SKILL AND ABILITY
Possesses basic customer service skills and empathy while interacting with patients
Demonstrates excellent, active listening skills
Shows comfort with Microsoft Word and Excel
Works well with computers and possesses good typing skills, at a speed of 45 words per minute, at minimum
Demonstrates a personal commitment to promoting high performance
Strives for continuous improvement
Maintains high energy and a positive attitude
Excellent time management, organizational and problem-solving skills
Strong oral and written communication skills
Thinks quickly and uses appropriate judgment
Demonstrates diplomacy and patience while interacting with consumers and colleagues
Demonstrates regular, consistent and punctual attendance
Must be able to work variable schedules
Able to interact with staff, colleagues and stakeholders in a respectful manner
Maintains a neat and professional appearance
WORKING CONDITIONS:
ENVIRONMENT
Normal heat, light space, and safe working environment; typical of most office jobs