New Patient Ambassador

Florida Urology Partners Llp•Tampa, FL

21d

About The Position

The New Patient Ambassador is part of the Clinical Operations Division and reports directly to the New Patient Ambassador Manager. This role is often one of the first points of contact for patients and their families or caregivers, and is focused on customer service and collaboration with Florida Urology Partners practice locations. The New Patient Ambassador handles incoming calls through the main line for new and established patients, as well as appointment inquiries received through the organization’s website and other referral platforms. The role schedules, cancels, and reschedules appointments and may triage inquiries to the appropriate personnel. Depending on the office location, the position may also handle prior authorizations and insurance verifications before scheduling new-patient appointments. The ambassador ensures that prior medical records, laboratory results, images, and other materials are received and uploaded to the patient’s chart before the first appointment. The role also advises patients and their families or caregivers about items needed for the appointment, including copays, coinsurance, insurance information, and records to bring. Florida Urology Partners offers benefits to eligible full-time employees, including a YMCA membership. The organization states that it is committed to diversity and does not discriminate based on legally protected characteristics.

Requirements

High school diploma or equivalent.
Fluency in Spanish is required.
At least one year of medical office experience is required.
At least one year of call center experience is required.
Experience with electronic medical records, specifically EPIC and ECW, is required; the role will primarily use Epic.
Proficiency with Microsoft Office, including Excel, Word, and PowerPoint, is required.
High levels of professionalism and customer service, and the ability to exemplify the organization’s core values, are required.
Computer literacy is required.
Must be able to sit for 8 hours per day and lift 20 lbs.

Nice To Haves

Fluency in English is preferred.

Responsibilities

Schedule new and existing patients with the appropriate provider, as assigned.
Facilitate prior authorizations for in-office encounters as directed by the office and/or provider.
Document patient inquiries in the secured repository.
Document patient encounters in the Electronic Medical Record (EPIC and ECW).
Communicate with identified office points of contact to successfully book patient appointments.
Communicate potential scheduling or authorization issues, reschedules, and other issues to the Front Desk Supervisor or Practice Manager.
Handle incoming calls for new and established patients and appointment inquiries received through the organization’s website and other referral platforms.
Schedule, cancel, and reschedule appointments, and direct patients or their families/caregivers to appropriate personnel when needed.
Ensure prior medical records, labs, images, and other relevant materials are received and uploaded into the patient’s chart before the first appointment.
Explain first-appointment requirements to patients and their families/caregivers, including copays, coinsurance, insurance information, and records to bring.
Depending on the office location, perform prior authorizations and insurance verifications before scheduling new-patient appointments.