Patient Experience Specialist

Job Summary

Under general supervision, the Patient Experience Specialist performs clerical and general office work of moderate difficulty, registers, and pre-registers patients, assists patients and guarantors with insurance, ensures that appointment is authorized, assists with account payment questions and collections, and prepares deposits.

Performance: Position Specific Essential Functions

• Registration of all patient types; patient identification verification, patient consents, patient rights, status/ accommodation code assignment/changes. Distributes paperwork to patient to fill out as needed; hospital and department policies and procedures; verifies insurance; scanning registration documents, such as ID and insurance; admission paperwork prep process; No Surprise Estimates; verifies pre-authorization and referrals as needed. Distributes paperwork for patient to fill out; Provides needed paperwork to MA/Nurse/Provider.
• Contacts patients to secure insurance information, account payments, and resolve related matters. Meet with patients to discuss account balances, credits, and payment methods. Answer insurance-related questions. Provides directional and other information to patients, visitors, and others. Oversees appointment handling (set-up, confirmations, cancellations, follow-ups, and linking of referral orders).
• Answer telephones, messaging service, direct calls and take messages. Check voice mail and returns calls. Work and answer in-basket in Epic messages for providers. Open and sort daily mail. Sends records to internal and external facilities as needed and maintains confidentiality according to procedure.
• Accepts copays and payments.
• 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. Establishes effective, positive working relationships with management, staff, patients, providers, customers, vendors, and managers and provides support to other staff members and management. Assists with Worker’s Comp as needed.
• Performs other duties as assigned.

Qualifications

Education

• Required
  • High School Diploma, GED, or equivalent

Experience:

• Required
  • One year of Clerical or General Office experience
• Preferred
  • One year of experience in Cash Handling
  • One year of experience or knowledge in Medical Terminology

Certification/Licensure: N/A