Patient Experience Representative

Job Summary

Performs clerical and general office work of moderate difficulty, assisting patients and scheduling appointments, answering phones. Performs a variety of clerical and related tasks in a medical office environment. Answers phones and takes legible messages with correct spelling into the medical record. Reviews providers schedule and schedules appointments; notify patients if provider is running behind; schedules procedures, tests and other studies (e.g. X-rays, sonograms, treadmills, EKGs etc) for patients as instructed by staff; reschedules appointments accordingly if the provider will be out; contact patients by phone or sending a letter if unable to reach by phone; and schedules follow-up appointments.  Patient Experience Representative’s purpose is to create a positive patient experience for each patient by promoting a positive attitude and striving to make a difference in the patient’s visit. 

Supervises the Following Positions

Positions: N/A

Physical Requirements

• The ability to perform the duties and responsibility of the position, with or without reasonable accommodations for disabilities.
• The ability to consistently lift, push or pull loads of up to fifty (50) pounds. (Unless nursing 50)
• Sufficient strength, mobility and stamina to make frequent location and position changes, assist with patient care, and perform other physical activities of average difficulty.
• Candidates whose disabilities make them unable to meet the requirements will still be considered fully qualified if they can perform the essential functions of the job with reasonable accommodations.
• May be exposed to infectious or contagious disease.
• May have to handle emergency situations.
• May be subject to irregular hours.
• May be required to wear protective equipment such as eye protection, face protection, masks, sterile/nonsterile gloves, isolation gowns.
• May be exposed to toxic/caustic/chemicals/detergents.           
• Physical activities include continuous sitting, and occasional walking, standing, bending, squatting, climbing, kneeling and twisting.
• Activity Conditions (Occasionally, Frequently, Continuously):
  • Sitting- Continuously
  • Walking- Occasionally
  • Standing- Occasionally  
  • Bending-Occasionally
  • Squatting- Occasionally
  • Climbing-Occasionally
  • Kneeling-Occasionally
  • Twisting-Occasionally

Visual and Hearing Requirements

• Must be able to see with corrective eye wear.
• Must be able to hear clearly with assistance

Working Conditions

Primarily Works in a well-lighted and air-conditioned environment with period of heavy workload and stress. This role may include working in less-than-ideal home conditions, which can include exposure to extreme temperatures and environments that may not meet typical cleanliness standards such as clutter, unkept surfaces, and homes with pets. Works in various conditions.

Performance: Essential Functions

Decision Making: Ability to make decisions and takes appropriate action based on the information they have. Recognizes own limitations and consults with the supervisor, manager, or team member when appropriate.

Time Management: Works efficiently and manages duties to ensure that tasks are completed with accuracy and within the scheduled shift or reasonable amount of time.

Quality & Quantity: Demonstrates accurate, knowledge and skill to carry out job duties. Follows departmental work policies and procedures. Speed and consistency of output and time utilization of job duties.

Computer Knowledge & Electronic Equipment Use: Demonstrates ability to consistently utilize electronic equipment and online computer programs to perform job duties, including electronic documentation, and order entry.

Resource Utilization: Consistently utilizes and maintains supplies and equipment to minimize lost charges and unnecessary equipment repair-replacement.

Confidentiality: Adheres to established policies on privacy and security requirements for compliance with the Health Insurance Portability and Accountability Act (HIPAA), as applicable by Shannon Policy.

Performance: Position Specific Essential Functions

• Update patient records with patient demographics, insurance information, and related information.
• Obtains signatures on consent forms and HIPAA policy.
• Distributes paperwork for patient to fill out; provides needed paperwork to MA/Nurse/Provider.
• Compliant with No Surprise Estimates.
• Answer telephones, messaging service, direct calls and take messages; check voice mail and returns calls; open and sort daily mail; scans documents and updates files.
• Works in-basket Epic messages for providers. Answers Epic messages.
• Oversees appointment handling (set-up, confirmations, cancellations, follow-ups, and linking of referral orders).
• Sends records to internal and external facilities as needed and maintains confidentiality according to procedure.
• Provides directional and other information to patients, visitors, and others.
• Creates a positive patient experience for everyone in the clinic, by establishing a positive, helpful attitude to ensure the patients’ needs are met.
• Tends to learn new skills quickly on his/her own AND apply them both quickly and effectively to work situations.
• Identify work-related problems with possible resolutions and implement an appropriate solution in a timely manner.
• Establish positive relationships and provide support to other staff members and management.
• Performs other duties as assigned.

Qualifications

Education

• Required
  • High School Diploma, GED, or equivalent

Experience:

• Preferred
  • One year of clerical experience

Certification/Licensure: N/A