Patient Experience Representative II

Merakey•Philadelphia, PA

5d•$24 - $28

About The Position

At Merakey Total Health, we aim to be the first choice in health care for the communities we serve! THE PATIENT EXPERIENCE REPRESENTATIVE II IS RESPONSIBLE FOR: PATIENT EXPERIENCE & FRONT OFFICE OPERATIONS Welcome and check in all patients, maintaining a courteous and professional environment. Guide patients through kiosk check-in and navigation of the EMR patient portal (e.g., Healow). Verify demographics and insurance; collect co-pays and outstanding balances. Schedule and manage appointments in alignment with clinic flow and provider preferences. Provide accurate information regarding clinic services, billing policies, and sliding fee programs. Manage incoming calls, messages, and paperwork with a focus on timely resolution. Assist with insurance verification and prior authorizations as needed. Maintain compliance with HIPAA and all privacy/confidentiality protocols. Participate in outreach events or site-based initiatives to support patient access. Monitor scheduling of appointments for special Merakey initiatives and community organization programs, ensuring coordination, tracking, and communication across departments. BILLING COORDINATION & ERROR RESOLUTION Collaborate with the billing company to address and correct front desk billing errors (e.g., missing authorizations, incorrect insurance entries, inaccurate patient demographics). Track and document recurring front-end errors and escalating systemic issues. Review claim edits and rejections related to front desk data entry. Communicate resolutions and updates to team members to ensure process improvements. Support audit readiness by ensuring documentation completeness. TRAINING & SYSTEM SUPPORT Serve as a peer trainer for onboarding new front desk staff, with emphasis on EHR workflows and front-end billing protocols. Conduct routine refresher sessions to ensure staff adhere to current processes. Function as the front desk point person for troubleshooting minor EHR issues or referring to more complex issues to IT/EHR support. REPORTING & ADMINISTRATIVE SUPPORT Run and distribute daily check-in logs, copay collection summaries, and no-show reports. Support weekly reporting for front office metrics and patient access KPIs. Maintain patient outreach and appointment tracking lists as needed for quality initiatives. PHARMACEUTICAL & VENDOR COORDINATION Schedule and confirm visits with pharmaceutical representatives according to clinic policy. Maintain an updated vendor meeting calendar and ensure visit protocols are followed. Communicate scheduled meetings to providers and support coordination of materials. Other duties as assigned.

Requirements

High school diploma or equivalent required, associate degree or higher preferred.
Minimum of 5 years of experience in a healthcare front office and customer services.
Experience with EHRs (preferably eClinicalWorks) and patient scheduling systems.
Strong working knowledge of front-end billing workflows and insurance coordination.
Demonstrated experience in peer training, EHR use, and reporting functions.
Proficient in Office 365 and reporting tools for tracking patient and billing data.
Excellent communication and organizational skills; detail-oriented with a focus on problem-solving.

Responsibilities

Welcome and check in all patients, maintaining a courteous and professional environment.
Guide patients through kiosk check-in and navigation of the EMR patient portal (e.g., Healow).
Verify demographics and insurance; collect co-pays and outstanding balances.
Schedule and manage appointments in alignment with clinic flow and provider preferences.
Provide accurate information regarding clinic services, billing policies, and sliding fee programs.
Manage incoming calls, messages, and paperwork with a focus on timely resolution.
Assist with insurance verification and prior authorizations as needed.
Maintain compliance with HIPAA and all privacy/confidentiality protocols.
Participate in outreach events or site-based initiatives to support patient access.
Monitor scheduling of appointments for special Merakey initiatives and community organization programs, ensuring coordination, tracking, and communication across departments.
Collaborate with the billing company to address and correct front desk billing errors (e.g., missing authorizations, incorrect insurance entries, inaccurate patient demographics).
Track and document recurring front-end errors and escalating systemic issues.
Review claim edits and rejections related to front desk data entry.
Communicate resolutions and updates to team members to ensure process improvements.
Support audit readiness by ensuring documentation completeness.
Serve as a peer trainer for onboarding new front desk staff, with emphasis on EHR workflows and front-end billing protocols.
Conduct routine refresher sessions to ensure staff adhere to current processes.
Function as the front desk point person for troubleshooting minor EHR issues or referring to more complex issues to IT/EHR support.
Run and distribute daily check-in logs, copay collection summaries, and no-show reports.
Support weekly reporting for front office metrics and patient access KPIs.
Maintain patient outreach and appointment tracking lists as needed for quality initiatives.
Schedule and confirm visits with pharmaceutical representatives according to clinic policy.
Maintain an updated vendor meeting calendar and ensure visit protocols are followed.
Communicate scheduled meetings to providers and support coordination of materials.