Job Summary:

The Patient Experience Specialist (PES) - Bilingual is responsible for managing all phases of the patient encounter: scheduling, check-in and check-out processes. The PES works in a team environment in an effective and efficient manner to ensure excellent customer service and patient centered care.

Job Responsibilities

Effectively perform all scheduling duties:

• Answer phones in a timely and professional manner.
• Return phone calls as needed for patient inquiries and appointment reminder calls.
• Schedule patient appointments including canceling and rescheduling appointments.
• Ensure accurate scheduling of appointments per scheduling policy/process.
• Direct calls from patients, vendors, and others to the appropriate person.
• Verification of identity to schedule an appointment as needed.
• Greet patients in a timely manner when presenting for assistance in person.
• Data enter information accurately and timely in the appropriate PM and/or EHR system.
• Be knowledgeable of services and options for the cost of their services/eligibility for sliding fee.

Effectively perform all check-in duties:

• Greet patients in a timely manner.
• Direct patients, vendors, guests to the appropriate person.
• Verification of identity and gather all required data and forms for the appointment.
• Accurate and timely data entry in the appropriate EHR system.
• Answering and returning phone calls as needed.
• Insurance verification
• Pre-visit planning and appointment prep
• Open and close clinic doors at the appropriate scheduled hours.
• Monitor lobby – Twice daily walk through to ensure clean and free to clutter.

Effectively perform all check-out duties:

• Greet patients in a timely manner.
• Collect all required data and forms.
• Meet with patients on payments and to determine eligibility for Sliding Fee Program.
• Educate patients to the financial process and options for the cost of their services.
• Collect payment from patients.
• Set up payment plans.
• Prepare and distribute Good Faith Estimates.
• Data entry of payment into appropriate EHR system.
• Reschedule appointments.

• Bilingual
• Perform general clerical duties as needed in a timely and accurate manner.
• Understand and refer patients eligible for programs to the appropriate staff member.
• Ability to navigate difficult situations and emergency processes.
• Communicate with your Manager/Director regarding any changes, concerns or issues that may arise.
• Develop and maintain relationships with other ODHC staff to ensure efficient daily operations of all departments.
• Be knowledgeable of ODHC services to provide integrated care to assist patients/families in accessing needed resources.
• Know, understand, and ensure adherence to the organization’s policy related to the patients’ right for confidential care and HIPAA.
• Keep updated on ODHC current events, changes in the workplace, policies, and procedures.
• Read email, Intranet, and other communication tools on a regular schedule and respond in a timely manner to requests, where applicable.
• Perform other tasks as assigned.

Knowledge, Skills, Abilities, Qualifications:

• A minimum of a High School Diploma or equivalent.
• Experience working in a customer/patient service position.
• Experience working with a diverse population of people.
• Strong interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to work independently or in a team environment.
• Confidence, professional judgement, and grace under pressure.
• Knowledge of financial assistance/insurance programs are a plus.