Overview

The Patient Engagement Specialist acts as first point of contact for our patients visiting our clinics. Orients patients to the practice with directions and instructions. Assists in maintaining efficient patient workflow. Organizes and facilitates clerical administrative duties pertaining to patient registration and scheduling of appointments.

Patient Engagement Specialists are integral in arranging for the smooth flow of patients into outpatient services. Patient Engagement Specialists communicate directly with staff, patients, and providers to ensure a positive experience for patients in obtaining their desired appointments with our providers.

This position is responsible for the collection and validation of demographic, socio-economic, insurance and co-payment information at the time of service. Responsible for patient chart maintenance and communication with physicians’ offices as needed and requested. Compliance with all applicable State and Federal laws, regulations, and policies governing the provision of health care.

Responsibilities

Registers and performs all related functions for Time of Service Patients:

• CPSI registration according to outlined guidelines.
• Explains and obtains all necessary patient consents in a complete and timely manner.
• Collects provides financial paperwork as required.
• Determines and collects patient co-payment amount and issues receipt.
• Counts and verifies cash and payments with 100% accuracy.
• Processes cancellation of services as required, notifying all pertinent hospital personnel as necessary.

Obtains and verifies patient information for pre-registration:

• Obtains all relevant information from various scheduling offices.
• Confirms appointment with patient and/or follows up with patient in a timely manner should information be found to be incorrect/incomplete.

Telephone: Courteously answers calls within 3 rings. Changes as needed.

May Schedule special diagnostic tests for clinic patients as per provider’s orders. Communicates directly with the testing service or department and confirms the appointment with patients. Obtains screening information from patients as needed for different testing and ensures that this information is communicated to the appropriate department. Informs the patient of the scheduled date and procedure to follow on day of test ensures that patient is scheduled for a follow up provider appointment following the test.

Performs all functions associated with scheduling appointments for patients. Communicating with patients, physicians, other staff members by telephone. Proficient with electronic medical records (EMR). Collecting payments. Solving scheduling problems.

Proficient with electronic medical records (EMR)

Qualifications

Experience:

• Requires 1-3 years of related experience.
• This position requires excellent levels of decision making, proactively and initiative, research, understanding of complexities, analytical thinking, problem solving, and leadership.
• Excellent communication, interpersonal and customer service skills.
• Computer proficiency in the Windows environment, organizational skills with the ability to prioritize and multi-task in a fast paced and sometimes stressful environment.

Nice to have:

• Prior experience within a medical office
• Knowledge of medical terminology