Patient Experience Coordinator I

Description:

ABOUT US:

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism, and compassionate care. Our physicians and staff share our passion for patient-centric care and are knowledgeable, skilled, and empathetic to our patients’ needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys, and feedback. Our commitment to patient care is also investing in our employees through ongoing continuing education and training.

KEY RESPONSIBILITIES:

Patient Care Coordination

• Assist in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
• Ensure smooth patient registration by performing all needed pre-registration tasks.
• Accurately collect and verify patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Provide prompt responses to patient inquiries and concerns, ensuring all communication is clear, professional, and empathetic.
• Document patient interactions, updating systems to ensure the accuracy and completeness of patient records while adhering to HIPAA regulations.

Ensure 20/20 Patient Experience by:

• Anticipating patient’s registration and billing needs,
• Anticipating patient’s needs, such as water, snacks, etc.
• Providing consistent customer care

Feedback Collection & Patient Advocacy

• Address and resolve minor patient concerns, escalating more complex issues to local leadership, when necessary.
• Assist patients in navigating the healthcare system, providing information on services, policies, and procedures to ensure clarity.
• Ensure smooth patient registration by demonstrating competent data entry accuracy.
• Collaboration & Administrative Support
• Maintain patient records, ensuring that all necessary documentation is accurately filed and easily accessible.
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Assist with scheduling follow-up appointments and ensuring timely communication regarding patient care plans.
• Support the implementation of departmental initiatives aimed at improving patient satisfaction and overall care.

Other Responsibilities

• Demonstrate a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Strong attention to detail, ensuring accurate record-keeping and documentation.
• Participate in all required training and employee engagement activities.
• Proficient with Microsoft Office Suite or related software
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide ongoing education and communication.
• Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Analytical mind- capable of out-of-the-box thinking to solve problems.
• Professionalism- Displaying cautious, helpful, and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills – written & verbal. Focus on becoming an active listening to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

OWNERSHIP SKILLS:?

• Help foster a positive workplace environment that encourages accountability, collaboration, and transparency.??
• Self-awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.?
• Pride in one’s work by asking questions when needed, providing feedback and completed job tasks in a timely manner.?
• Aligning job responsibilities and projects with the company’s goal and mission.?
• Pro-active measures in daily work that anticipates problems and develops solutions.?
• Ask for clarification when needed. Work in an organized and structured environment to minimize stress during busy workdays.?
• Confidence to express ideas and solutions during meetings or projects. Openness to other employee’s opinions and feedback.?
• Establish performance goals and align personal interest and career aspiration with new tasks and responsibilities.
• Offer solutions to problems rather than presenting issues.
• Ask for constructive feedback regarding job performance.???
• Share responsibility for actively maintaining "workload items" for clinical and support buckets.

PHYSICAL REQUIREMENT:

• Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
• Have close visual acuity to perform an activity including viewing a computer terminal, extensive reading, interpretation, etc.
• Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.
• Must be able to be stationary for prolonged periods of time.

COGNITIVE REQUIREMENT:

• Executes tasks independently.
• Learns and memorizes tasks.
• Maintains concentration/focus on tasks.
• Performs task in a demanding environment requiring multi-task and prioritize work.
• Must be comfortable working and interacting with large groups of people daily.

BENEFITS & PERKS:?

Generous PTO allowance

Holiday Pay

Health, Dental & Vision?

Life Insurance

Short-term disability

Long-term disability

401k with discretionary match?

Uniform Allowance (clinic only)

Professional Development

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.

Requirements: