Description

 Do you share a passion for helping others and making a difference? Submit your resume today and join us in our commitment to working together to provide a “Best-in-Class” service!

Valora Medical Group is a visionary company focused on high-quality primary care services and consists of healthcare providers and professionals dedicated to the health and wellbeing of our patients. At Valora, we treat our patients like family. 

 We recognize the hard work that our team members put in and offer competitive pay, excellent benefits, and a dynamic work environment.

Job Summary:

The Patient Experience Representative is responsible for taking incoming calls from patients and assisting with scheduling patient appointments. They will also assist with answering general questions related to Valora services and verifying patient information in preparation for future appointments. 

A Patient Experience Representative needs to have strong organizational skills along with the ability to think quickly when faced with new situations that arise with patient calls.

Essential Duties and Responsibilities:

• Triage patient calls to determine the appropriate level of care the first time they call.
• Learn the functions of the medical office front desk staff to be able to resolve patient matters promptly and without having to transfer to someone else if possible.
• Assist our patients with questions related to their services such as prescription refills, lab results, referrals, requests for prior authorizations, eligibility verification, appointments, cancellations, no shows, etc.
• Identify the root cause of patient no-shows and assist in resolving as appropriate to reduce the no-show volume.
• Promote Valora wellness or educational events to our patients.
• Educate patients on the importance of preventative care and follow-up care. Assist with all necessary appointments.
• Utilize appropriate probing skills in order to identify our patient’s needs, clarify information, research every issue as appropriate, and provide viable timely solutions including getting our patients to our clinical staff as the sense of urgency or need is identified.
• Build sustainable relationships and engage patients by going the extra mile
• Answer patient calls and provide accurate, satisfactory answers to their inquiries and concerns the first time they call.
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Call patients to inform them about Valora Medical Group’s desire to meet their needs, conduct and complete surveys regarding our patient’s experience while visiting a Valora Medical Group provider, and ensure member engagement occurs within the first 10 days of enrollment.
• Document and direct patient interactions to appropriate Valora Medical Group personnel in order to resolve patient requests timely and effectively.
• Work and close out any open patient interactions in our EMR as appropriate to ensure timely resolution
• Guide callers through troubleshooting, navigating the company site, app, or using the products or services
• Review patient information, providing updates and information regarding services offered and overall satisfaction.
• Own the patient experience by treating each patient as if they were your family.
• Collaborate with Valora Medical Group professionals and leaders to improve the patient experience
• Help to train new employees and inform them about the Valora Medical Group’s patient management policies
• Demonstrate courtesy and respect to all Valora patients, families, and peers.
• In order to maintain and establish long-lasting medical care and a primary health home for our patients, the patient experience representative shall institute patient retention initiatives as identified through patient feedback and interactions.

Requirements

• High School Diploma or equivalent
• Medical Assistant certificate preferred
• 3 years of Customer Service experience, preferably in a call center environment
• 1 years of Medical Assistant experience, will consider recent graduates
• Bilingual English and Spanish is preferred
• Experience in healthcare is required
• Intermediate experience with Microsoft Office
• E-Clinical Works experience is a plus
• Candidates who are seeking an externship for a medical assistant or in the medical field, may be considered
• Strong phone and verbal communication skills along with active listening
• Customer-focused and adaptable for different personality types and needs
• A patient and empathetic attitude
• Comfortable working in a fast-paced environment
• Computer literacy
• Ability to multitask and handle a variety of priorities

EEO Statement:

Valora Medical Group, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, marital status, genetic information, citizenship status, or other status protected by law. In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States.