Patient Experience Specialist

Patient Experience Specialist

Patient Experience Specialist works closely with the front office staff and doctors to provide excellent and expedient ‘hospitality quality’ care service to all EVP Eyecare patients, as well as Physician Representatives and referring physician and optometrist partners to effectively and efficiently manage patients for the practices. This role is responsible for providing excellent and expedient care service to all EVP Eyecare patients. This role will work alongside Physician Representatives to develop internal processes that drive quality relationships with our partnering physicians and optometrists in order to provide the best care for patients. This role will also work closely with clinical staff and call center teams to ensure exceptional patient booking experiences and uphold best practices when managing patient data, records, and communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Answers inbound phone calls for multiple practices
• Schedules appointments, answer patient questions and requests in a timely and efficient manner
• Verifies patient information and clinical location on all calls
• Maintains a working knowledge of all EVP services and practices
• Maintains a pleasant and helpful attitude (hospitality)
• Provides knowledgeable and caring service to all current and potential EVP patients and employees
• Maintains a clean and orderly workspace and clinic
• Serves as a model to other team members
• Maintains a solid track record of punctual and reliable attendance
• Build and improve referral patient processes to create an optimal experience for patients, referring physicians and optometrists and seamlessly integrate with clinic operations
• Field inbound patient information from referring physicians, create patient records with accurate data and information, and schedule patients for services in a timely and efficient manner
• Provide knowledgeable and caring service to all patients and partners
• Coordinate care with all practices to track and ensure communication is clear between EVP Eyecare and referring practices
• Track and manage patients from appointment request to surgery, ensuring all tasks and follow ups are conducted in a timely manner to support a seamless patient’s journey
• Process all referrals (online, fax, phone or other) and conducting follow up attempts to contact referred patient by close of business the day the referral is received
• Maintain a working knowledge of all services, surgeons, and practices
• Track and monitor progress and provide daily, weekly, monthly communications updates and feedback to manager to ensure any breakdowns are managed swiftly and promptly
• Maintain an eye for detail and accountability- ensuring all patient information is accurately entered into our EHR/PM Systems
• Other duties as assigned

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High School Diploma or GED required

• Minimum 0-2 years’ experience with patient facing interaction preferred

• Exceptional customer service phone skills are required

• Call center experience highly desirable

• Experience working with practice management software preferred

• Basic Knowledge of Health Care and ACA requirements and regulations

• Basic computer skills

• Excellent customer service skills with a strong ability to assist customers via phone and written communication

• Ability to professionally interface with patients, physicians, and clinical staff while balancing multiple priorities

• Proves to be a trustworthy and reliable team member while maintaining a positive attitude each day

• The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members

Salary : $20 - $26