Bilingual Patient Experience Specialist - Brady

Frontera Healthcare•Brady, TX

About The Position

The Patient Experience Specialist is the first point of contact and represents the organization to patients. The role coordinates front office activities and team members to support compassionate, professional patient care and effective front office workflow. The specialist is expected to be confident, professional, able to work under pressure, and comfortable multitasking in a fast-paced environment. The position also supports patient paperwork and daily reporting, appointment reminder calls, and filing patient reports in the EHR before the end of the business day. Alternate schedules may be required to facilitate patient care. The job involves extended periods of sitting, walking, and bending, and work in a clinic environment with a moderate noise level and occasional exposure to communicable diseases, body fluids, toxic substances, and medicinal preparations. The role requires working under stressful conditions or irregular hours and performing physical tasks that can include handling and lifting patients.

Requirements

Knowledge of the Center’s policies and procedures.
Excellent public relations and customer service skills.
Courtesy and respect toward coworkers, with willingness to help when needed.
Organizational ability and dependability.
Good written and verbal communication skills to communicate effectively with individuals at all organizational levels.
Ability to work under general supervision.
Professional and mature demeanor.
Ability to work in a fast-paced department, handle multiple tasks and interruptions, and deal effectively with confidential information.
Ability to remain composed and react effectively in emergency situations.
Excellent telephone etiquette and interpersonal skills.
High school diploma or equivalent.
Bilingual ability.
Ability to lift and/or move more than 50 pounds.
Ability to reach with hands and arms, and to walk, sit, stand, and stretch for extended periods.
Ability to work under stressful conditions or irregular hours.
Full range of body motion, including handling and lifting patients, manual and finger dexterity, and hand-eye coordination.
Vision abilities including close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Experience with MS Word and Excel.
Current Cardiopulmonary Resuscitation (CPR) certification for Healthcare Professionals.

Responsibilities

Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator training.
Assist with CPI data collection and front desk reporting for the assigned clinic.
Coordinate, organize, and assign duties for front desk team members to support efficient and timely work.
Establish monthly front desk team schedules and request floaters from the Regional Supervisor as needed.
Receive call-ins and ensure front desk coverage, coordinating with the Regional Supervisor when floaters are needed.
Orient and train new and current front desk team members on FHN front office policies, processes, and procedures.
Coordinate daily huddles and ensure departments meet daily to focus on care coordination and clarification of issues.
Assist with interviews for front desk staffing in the assigned clinic.
Maintain adequate front office supplies and order from Central Supply as needed.
Evaluate front office team member performance and conduct written performance evaluations after 90 days as needed.
Alert the Regional Supervisor to needed disciplinary action or significant unresolved issues.
Assist with disciplinary action as needed in conjunction with the Regional Supervisor and Human Resources.
Monitor overtime exceeding four hours per pay period when no Saturday or supervisor-approved overtime was worked.
Perform all duties within HIPAA regulations.
Complete patient paperwork and daily reports, make appointment reminder calls, and file patient reports in the EHR before the end of the business day.
Perform other duties as assigned.