GUEST EXPERIENCE NAVIGATOR-DESK - FULL TIME

WATSON CLINIC LLP•Baltimore, MD

18d

About The Position

The Guest Experience Navigator-Desk enhances the guest experience by warmly welcoming individuals at registration desks and verifying demographic information, including addresses and phone numbers. The role updates emergency contact information, guarantor details, and other relevant addresses, and prioritizes collecting Meaningful Use information to support comprehensive patient care. The position also supports front-desk operations by processing patient forms, appointments, insurance eligibility, payment sources, and collections. It helps maintain a welcoming and orderly lobby, keeps patient arrivals and scheduling timely, and follows applicable physician, provider, desk, location, and payment policies.

Requirements

High school graduate or equivalent (GED).
Two to three years of customer service experience.
Medical terminology and/or knowledge in the medical field.
At least one year of experience in a medical or insurance environment is preferred.

Nice To Haves

At least one year of experience in a medical or insurance environment.

Responsibilities

Verify patient demographics and conduct a complete patient search to avoid creating duplicate patient records.
Provide patients with questionnaires and appropriate forms according to physician or provider protocols.
Verify payment sources in EPM, build and attach the appropriate case (such as liability, workers’ compensation, agency, grants, employer, or legal), and run insurance eligibility checks.
Monitor the lobby, help prevent excessive wait times, courteously advise patients when physicians or providers are running behind, and arrive patients in a timely manner.
Monitor lobby reading materials and remove items with inappropriate content.
Keep the lobby neat and clean throughout the day.
Schedule and cancel appointments accurately according to physician, provider, desk, and location protocols.
Arrive and schedule appointments proportionately and run report sets as applicable.
Collect payments using appropriate payment codes and issue receipts.
Follow the IDX Alert policy before scheduling appointments and follow PFS collection comments.
Close the batch accurately before leaving for the day and deposit it in the designated area.
Welcome individuals at registration desks and verify address and phone number information.
Update emergency contact information, guarantor details, and relevant addresses.
Collect Meaningful Use information.