Patient Experience Associate (Front Desk) - Toulminville

Sage Health•Mobile, AL

About The Position

The Patient Experience Associate (Front Desk) is the first point of contact for patients arriving at the medical center. The role greets patients, collects and updates their information, answers questions and phone calls, schedules appointments, and verifies insurance. The associate is expected to maintain a professional demeanor, work with center resources and colleagues, and support high-quality service and smooth office operations. The position involves check-in and check-out through the electronic health record (EHR), handling paperwork and confidential patient information, processing appointment requests according to approved scheduling guidelines, collecting co-payments, and preparing records and documents for patient visits. The associate also communicates messages to clinicians, addresses patient concerns, supports coworkers, and participates in interdisciplinary teams related to patient care plans and outcomes.

Requirements

Office administrative, receptionist, clerical, or customer service experience in a fast-paced, heavy-phones environment.
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).
Assist patients with completing required paperwork.
Secure patient information and maintain confidential 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.
Collect co-payments according to patients’ health plan requirements.
Verify insurance before patient appointments.
Answer phone calls and route them to appropriate personnel.
Update current information in the EHR.
Consult a medical assistant or licensed clinician for clinical decisions when necessary.
Use EHR functionality to take messages and communicate with clinicians.
Monitor daily reminder-call logs and reschedule appointments as needed.
Scan and index documents into the EHR and ensure necessary documents, lab results, and other records 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 and excellent service through teamwork.
Address patient problems and concerns.
Perform other duties as assigned.