POSITION ROLE

The role of the Patient Experience Associate is to provide each individual that contacts the office with an experience that exceeds the individual’s expectations.

ROLE RESPONSIBILITIES

1. Greet patients in a kind manner, making the patient feel welcome and safe in the office environment.
2. Answer incoming phone calls (WITH A SMILE), create telephone encounters, and check and respond to voicemails in a timely manner.
3. Facilitate and assist the patient in completing new patient paperwork, gathering all appropriate information from the patient including demographic, insurance card, identification, and other necessary documentation. Scan this information along with any other needed documents into the electronic medical record.
4. Review and update if needed patient demographic/insurance information at each visit.
5. Handle any requests for medical records appropriately, being aware of HIPAA and CFR 42 guidelines.
6. Call patients that “no-showed” their appointments to check on their well-being.
7. When necessary, assist with patient flow by escorting the patient to the exam room and communicate with nurse and providers that the patient is in the exam room.
8. Collect patient co-pays and collect on outstanding balances by collecting cash or running debit/credit cards at each visit.
9. Schedule patient counseling and medical appointments per provider instructions.
10. Contact insurance companies to verify patient insurance coverage and obtain information on co-pays and other needed information.
11. Complete various reports including:
    1. Day sheets in the electronic medical record.
    2. Reconcile daily cash transactions with the daily bank receipt.
    3. Upload end of day documents to server.
    4. Update referral tracking sheet.
12. Ask and encourage patients to complete the patient satisfaction survey.
13. Escort patient to counselor or telehealth room for appointment.
14. Set up Zoom to connect with Counselors and communicate with staff at the facility that the patient is ready to be seen.
15. Other administrative tasks to help with office operations.

QUALIFICATIONS & EDUCATION REQUIREMENTS

To be successful, the Patient Experience Associate must possess the following:

• High School Diploma or GED
• Demonstrated excellent organizational skills
• Ability to treat people in a non-judgmental manner, exuding kindness and friendliness.

ENVIRONMENT AND PHYSICAL DEMANDS

• The Patient Experience Associate works in a well-lit, climate-controlled office environment. The individual primarily works in a sitting position either facing patients or while operating a computer.
• The Patient Experience Associate occasionally handles sealed, enclosed urine samples while wearing personal protective equipment.
• The Patient Experience Associate occasionally must lift and carry up to 25 lbs.