Description

The Client Relations Associate is responsible for supporting the implementation of a patient and community healthcare access strategy including engagement and retention of new patients, patient education, healthcare and social determinants of access and navigation. 

RESPONSIBILITIES AND DUTIES:

• Conduct New Patient onboarding and navigation for appointments, including Portal Registration, and orientation on SDOH and enabling services. 
• Facilitate client referrals, problem solving support (i.e., securing appointment/registration); and participate in facilitating client satisfaction surveys as needed. 
• Assists in screening and referring clients to register for available services at any BMS location.
• Support the handling of patient complaints in a prompt manner within policy guidelines. 
• Answers patients questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources. 
• Conduct customer service/patient experience orientation meetings and onboarding conversations with all new staff. 
• Provide In-Office telephone, Email, and Fax outreach to achieve a quantitative increase in client utilization of all BMS services and related programs. 
• Implement programs and initiatives to enhance the patient’s experience. 
• Work Closely with department managers on all patient feedback programs. 
• Provide input and feedback in building strategy around and client engagement. 
• Maintain productivity, quality, and customer-service standards.

Healthcare Access/Education on Enabling services and Programs.

• Support the Clinical team implementation of Social Determinants of Health Surveys through patient education and as needed, support the referral and navigation to services. 
• Support the organization in all efforts to partner with patients and family members to design better care experiences. 
• Implement activities and programs related to direct BMS Patient wellness engagement, and foster patients’ community health engagement. 

Requirements

Required Skills/Abilities:

• Ability to function in a fast-paced environment.
• Fluent in languages of the population we serve preferable. (e.g., Spanish, French/Creole)
• Demonstrate effective written and verbal skills and must possess excellent interpersonal skills.

Education and Experience:

• High School Diploma and/or its equivalent.
• Prior experience in Community healthcare or basic understanding of health/dental related terminology and Customer services.
• Knowledge and experience using computers and Electronic Medical/Dental Records.
• Experience in HealthCare practice and or HER preferred. 

Reasoning Ability: Excellent interpersonal skills and exceptional judgment and discretion in interacting with physicians, senior management, nursing, and support staff; Analytical and problem-solving ability; Ability to work independently, while thriving in a setting requiring collaboration and teamwork for maximal efficiency and effectiveness. 

Work environment: this job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. 

Physical Demands: While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand, walk, use hands to finger, handle or feel; and reach with hands and arms.