Patient Experience - Bilingual

Job Summary

As first point of contact, the Patient Experience Specialist will greet patients in a compassionate manner and handle patient requests accordingly. Position requires excellent customer service skills and ability to multitask in a busy medical office environment. Responsible for appointment scheduling, answering phones, directing calls, checking patients in and out of the office, obtaining co-pays and balance due on patient accounts, and working with outside vendors as needed. Must be proficient in computer skills heavily focused on data entry and attention to detail.

• Schedule patient appointments.
• Print off daily schedules to review for daily huddles and prepare for next business day.
• Obtain patient demographic information to include income documentation for sliding scale patients. Accurately verify or update patient demographic information at each appointment.
• Distribute and collect patient surveys as required.
• Register and check in patients to be seen for appointments, provide customer service assistance and translation as needed.
• Perform patient check-out and collect co-pay or balance due at time of service. Research old balances & credits, and communicate any questions or requests to the business office. Post patient payments to corresponding account.
• Fax patient prescriptions and/or orders as directed by a medical provider. Fax refill authorizations to pharmacists.
• Obtain copy of patients’ insurance card, scan into electronic health record and accurately enter insurance information for correct billing. Verify patient insurance eligibility as needed.
• Obtain patient medical records from outside Medical Facilities and task to rendering provider for review.
• Schedule referrals and follow up per FHN’s Referrals Policy and Procedure, obtaining all necessary paperwork, authorizations, & pre-certifications.
• Follow up and track labs and diagnostic tests per FHN’s Test Tracking and Follow up Policy and Procedure.
• Data enter all incoming lab and diagnostic test results.
• Routinely maintain ICS folder - Organize and save incoming faxes and electronic medical records within the corresponding patient chart folder for a complete medical record.
• Fax miscellaneous paperwork to appropriate locations as required.
• Make patient call-backs as necessary for follow-up or referrals.
• Make reminder calls one day prior to scheduled appointment.
• Be familiar with PCMH standards and work as part of the medical team to provide patient centered care.
• Order supplies.
• Run necessary errands for clinic as needed.
• All other duties as assigned.

Knowledge, Skills, and Abilities

Required:

• Knowledge of Center’s Policy and Procedures.
• Pay attention to detail.
• Excellent communication and people skills.
• Ability to use office equipment including, but not limited to, computers, fax machines, telephones, and copiers.
• Ability to multi-task

Required:

• Bilingual speaking and writing.

Credential and Experience
Required:

• Grade/Level of Education: 12/High school diploma or equivalent

Preferred:

• Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification