Position Title: Patient Experience Coordinator

Supervisor: Patient Services Manager

 FLSA Status: Non-Exempt

Mission:

To provide our patients and community the most innovative and breakthrough treatment options to improve overall health and wellness.

Values:

Patient Experience

Innovation

Integrity

Teamwork

Job Summary:

Under the supervision of the Patient Services Manager, the Patient Experience Coordinator aims to improve our patients’ overall experience and acts as a communication liaison between the patient and provider. The Patient Experience Coordinator offers superior customer service when ensuring each patient knows what the next steps are for their individualized care plan, answering questions, resolving issues and complaints, directing them to the appropriate department, and troubleshooting when necessary. Essential functions of this position include, but are not limited to:

• Identifies and tracks patient retention strategies.
• Communicates with patients and referral sources regarding continuation of care.
• Builds and maintains relationships with patients to foster long-standing relationships with clinic and practice.
• Acts as bridge of communication from PSR team to other departments.
• Assists with phone calls; answers calls (new patients, referring healthcare providers, etc.) regarding clinic operations and either handles or directs caller to appropriate individual; addresses patient concerns and complaints, escalating matters to appropriate management personnel when unable to resolve independently.
• Assists with scheduling; enters clinic appointments into a computerized schedule; resolves scheduling conflicts and maintains clinic patient flow.
• Communicates clinical policies and expectations.
• Collect payments and copays as needed.
• Updates patient information in practice management software.
• Verifies insurance benefits and assists with patient insurance correspondence.
• Gathers, enters, and/or updates data to maintain clinic records and databases in an efficient, organized, and confidential manner; establishes and maintains files and records for the clinic.
• Complies with organizational and HIPAA policies and regulations to ensure patient care is kept confidential.
• Performs miscellaneous job-related duties and other tasks as assigned. 

Supervisory Responsibility: 

• This position has no supervisory responsibilities.

Qualifications:

• 2-year degree required or equivalent experience; 4-year degree preferred.
• 2 to 5 years of experience of proven strong customer service with an exceptional ability to listen and communicate with others.
•  2 to 5 years of healthcare experience required.
• Insurance and medical terminology knowledge required. 

Skills & Abilities: 

• Ability to effectively communicate; exceptional phone etiquette.
• Excellent problem-solving skills.
• Organized, efficient, and detail-oriented.
• Friendly and compassionate.
• Ability to follow oral and written instructions and prioritize duties.
• Ability to work well whether independently or as part of a team.
• Able to work in a fast-paced work environment and efficiently handle daily fluctuation of patient volume.
• Good writing, analytical, and problem-solving skills.
• Strong computer skills.

Work Environment:

While performing the duties of this job, the employee regularly works in a clinic setting.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to grasp or handle, objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee must occasionally lift or move up to 20 pounds. The employee will be walking or standing for 90% of the time in this role. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Compensation & Work Schedule:

• Full-time: 40 hours/week; Non-Exempt.
• Day Shift Monday – Friday; no evenings or weekends.
• A competitive benefits package including medical, dental, vision, life, and disability insurance, 401(k), PTO time, paid holidays, and HSA plan is offered.