Patient Experience Associate

Sage Health•Baltimore, MD

About The Position

The Patient Experience Associate, referred to in the position summary as the Front Desk Associate, is the first point of contact for patients entering the medical center. The role greets patients, gathers their information, answers questions, schedules appointments, responds to telephone calls, and verifies insurance. The associate demonstrates professionalism and works with available resources and colleagues to support high-quality service and smooth center operations.

Requirements

Office administrative, receptionist, clerical, or customer service experience in a fast-paced environment with heavy phone volume.
Professional demeanor and communication.
Organizational skills and attention to detail.
Ability to manage competing priorities.
Resourcefulness in problem-solving.
Ability to take responsibility for assigned tasks and follow through with accountability.
Ability to work in a fast-paced environment.
Experience with Microsoft Office Word, Outlook, and Excel.

Nice To Haves

High school diploma or equivalent.
Experience working with an electronic health record.
Experience processing referral authorizations.
Medical office or hospital patient access registration experience.
Experience working in medically underserved or culturally diverse communities.
Knowledge of medical terminology.
Knowledge of ICD-20 and CPT coding.
Bilingual Spanish and English.

Responsibilities

Greet patients and guests.
Conduct patient check-in and check-out using the Electronic Health Record (EHR).
Help patients complete required paperwork.
Secure patient information and maintain the confidentiality of patient health information.
Schedule and triage appointment requests for urgency according to approved protocols and Sage Health’s Appointment and Scheduling Guidelines.
Make reminder calls for upcoming appointments and monitor reminder call logs to reschedule appointments as needed.
Collect co-payments according to patients’ health plan requirements.
Verify insurance before patient appointments.
Answer telephone calls and route them to appropriate personnel.
Update patient information in the EHR.
Consult a medical assistant or licensed clinician for clinical decision-making when necessary.
Use EHR functionality to take messages and communicate with clinicians.
Scan and index documents into the EHR and ensure necessary documents and lab results are available before patient visits.
Participate in center and market interdisciplinary teams related to patient care plans and outcomes.
Assist coworkers as needed to support smooth office operations, teamwork, and excellent service.
Address patient problems and concerns.
Perform other duties as assigned.