Patient Experience Associate

United Health Services•Norwich, NY

2d•$17 - $24•Onsite

About The Position

The Patient Experience Associate at United Health Services (UHS) Chenango Memorial Hospital (CMH) is often the first friendly face or voice patients and families meet. The role helps make each visit welcoming and organized by greeting patients, scheduling appointments, completing registration, verifying insurance, collecting payments, and keeping information accurate in Epic. The associate works closely with clinical and administrative teams to keep care moving smoothly while protecting patient privacy. Every interaction is an opportunity to build trust, answer questions, and help patients feel respected and supported. The position is in Physician Services at UHS Chenango Memorial Hospital, works the day shift, and is scheduled for 40 hours per week. The associate works under general supervision, exercises judgment within defined procedures, and is accountable for daily responsibilities. The role may involve occasional travel between organizational locations and, when required, operation of a system-owned vehicle, subject to organizational driving requirements.

Requirements

High school diploma or equivalent.
Adhere to HIPAA guidelines when accessing and communicating patient demographic and insurance information.
Follow organizational policies and procedures related to registration, scheduling, and financial processes.
Complete required training, education, and competency validations within established timelines.

Nice To Haves

Driver license.
At least 1 year of customer- or patient-facing experience directly interacting and communicating with the public.
At least 1 year of healthcare experience in any job function.
Up to 1 year of technical or systems experience using specialized tools, software, or equipment required for the role.

Responsibilities

Greet patients and visitors in person, by phone, and electronically to create a welcoming and supportive patient experience.
Perform patient registration, scheduling, and insurance verification in accordance with organizational policies and accuracy standards.
Provide patients with timely and accurate information about appointments, wait times, and services to support visit flow and satisfaction.
Collect point-of-service payments, including copays and outstanding balances.
Scan and document information in Epic to maintain complete and accessible patient records.
Contribute to patient experience, operational efficiency, and front-end revenue cycle outcomes.
Use judgment within defined procedures to address patient needs and escalate issues appropriately.
Collaborate with clinical and administrative team members to support coordinated patient care and office operations.
Travel occasionally between organizational locations and operate a system-owned vehicle when required, while maintaining eligibility under organizational driving requirements.
Follow HIPAA guidelines and organizational policies and procedures for patient information, registration, scheduling, and financial processes.
Support compliance with HFAP, New York State Department of Health, infection control, and other regulatory standards.
Complete required training, education, and competency validations within established timelines.
Safeguard sensitive data by following security policies, using systems responsibly, and promptly reporting potential security incidents, risks, or policy violations.
As applicable, support cybersecurity and data protection throughout the supplier lifecycle by coordinating vendor risk assessments, monitoring third-party compliance, and reporting supply-chain or cybersecurity risks.
Participate in performance improvement activities.
Monitor supplies and coordinate restocking to support uninterrupted operations.
Demonstrate UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation.
Perform additional responsibilities as required to meet department and organizational needs.

Benefits

Medical, dental, and vision coverage for employees working 24 or more hours per week, starting the first of the month after hire.
Discounted childcare through Bright Horizons.
Voluntary pet insurance, legal services, and identity theft protection.
Paid time off accrual starting on day one.
403(b) retirement plan with company match.
Flexible spending accounts.
Access to financial advisors.
Up to $400 per year in wellness rewards.
24/7 EAP counseling and virtual mental health support.
Food pantry and PTO donation program.
Professional attire through the Classy Closet.
Access to more than 100,000 online courses and leadership programs.
Tuition reimbursement, clinical ladders, and internal mobility.
Compensation is reviewed for market competitiveness and internal equity.