Patient Success Specialist

The Patient Success Specialist is responsible for delivering high-quality customer service to patients and community members in person and on the phone. This position is a key position for public and patient relations and helps set the tone of respect and outstanding patient care. Ensuring timely and accurate service is critical to continued profitability of the organization. The successful candidate will be customer service oriented and can prioritize and multi-task with patience and professionalism. This role is at our Carbondale location. Office days are Tuesday to Saturday.

• Courteously assists patients throughout patient registration, assisting with paperwork completion, and any other assistance required to access services.
• Greets and process patients and visitors in keeping with best practices and policies.
• Courteously answers incoming calls, making appointments, answering questions and routing calls appropriately.
• Performs insurance eligibility, and time of service costs are communicated to patients.
• Checks in patients using electronic health record system, processing paperwork, payment, and insurance information according to policies and procedures in place.
• Conducts patient financial assistance intakes.
• Reconciles daily cash and prepares daily report of payments for manager review.
• Performs accurate documentation of patient records.
• Supports continuity among departments by documenting and communicating actions, irregularities, and continuing needs.
• Handles incoming and outgoing deliveries.
• Proactively fulfills administrative responsibilities, identifies, and participates in process improvement initiatives that improve customer experience, enhance workflow, and improve the work environment.
• Organizes and processes medical records, scanning, filling, and data entry as needed.
• Keeps a safe and clean reception area by complying with procedures, rules, and regulations.
• Document and escalate any patient complaints to the Patient Success Coordinator and/or Manager as needed.

• Adheres to strict standards regarding patient confidentiality, informed consent and disclosure as required by HIPAA, Illinois law and organizational policy.

• Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position.
• Duties, responsibilities, and activities may change at any time with or without notice.

• Degree: High school diploma or equivalent required
• Licensure, Certification, and /or Registration: None
• At least 1-2 years of overall professional experience; ideally at least one year of experience in a healthcare setting.
• Spanish language fluency preferred.
• The ideal candidate is detail oriented, organized, empathetic, and punctual and possesses strong verbal communication skills.
• Ability to stay calm when patients and/or staff are stressed or upset.
• Technology savvy with experience electronic health record system
• A successful track record in setting priorities; keen analytic, organization and problem-solving skills which support and enable sound decision making
• Excellent communication and relationship building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
• A multi-tasker with the ability to wear many hats in a fast-paced environment
• Personal qualities of integrity, credibility, and dedication to the mission of CHOICES.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• OSHA Blood borne Pathogen Exposure Determination: This role is subject to a job classification in which some employees at our facility have occupational exposure.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

• This role requires frequent sitting.

• Up to 5% travel may be required for this position