What are the responsibilities and job description for the Patient Connection Specialist position at Self Regional?
Patient Connection Specialist
Serve as the primary voice of Self Regional Healthcare physician practice network by answering and managing inbound calls from multiple specialties with professionalism and empathy.
Essential Job Duties
- Schedule patient appointments accurately, following practice protocols and provider availability.
- Process incoming referrals, ensuring timely coordination with physicians, specialists, and patients.
- Provide general information regarding office hours, directions, services, and policies.
- Triage patients’ needs appropriately (e.g. urgent issues vs. routine scheduling) and escalate as needed.
- Ensure accurate documentation of patient interactions in the electronic health record.
- Collaborate with practice staff to resolve scheduling conflicts and optimize patient flow.
- Promote positive patient experience by demonstrating active listening, problem-solving, and service recovery when needed.
- Maintain confidentiality and comply with HIPAA and all organizational policies.
- Actively contribute to team meetings, quality initiatives, and process improvement for patient access.
Qualifications:
- Associate degree required. Bachelor’s degree preferred
- Minimum 2 years of customer service or healthcare experience; call center experience strongly preferred.
- Strong interpersonal and communication skills with ability to demonstrate empathy and patience.
- Proficiency with computer systems, scheduling software, and electronic health records (EPIC or similar)
- Ability to multitask in a fast-paced environment while maintaining accuracy and attention to detail.
- Commitment to delivering an exceptional patient experience at every interaction.