Patient Experience Specialist I (0003G)

Axis Health System • Pagosa Springs, CO

14d • Onsite

About The Position

The Patient Experience Specialist provides front-line customer service to Axis Health System patients, staff, and others contacting the organization. The role performs a variety of administrative tasks in different clinic areas and serves as a first point of contact in person, by phone, and through electronic communications. The specialist facilitates patients’ clinic experience from arrival to departure and helps ensure the organization’s commitment to whole-person, individualized care is reflected in each interaction. Specific duties vary by location and clinic services, which may include primary care, oral healthcare, and behavioral health services.

The position provides clinic and office coverage across AXIS regions and supports patient registration, insurance and payment processes, records, and related administrative work. It is based at Pagosa Springs Integrated Healthcare in Pagosa Springs, Colorado. The role requires occasional travel between AXIS locations and may involve occasional statewide or domestic travel, depending on the position.

Requirements

• High school degree.
• At least one year of customer service experience.
• Knowledge of and ability to operate standard office equipment, including a scanner, computer, calculator, copy machine, fax, and multi-line telephone.
• Working knowledge of Windows-based applications, including MS Word, MS Excel, and MS Outlook, and ability to access the internet.
• Ability to be helpful and sensitive to employees’ needs while respecting corporate policies, procedures, and priorities.
• Interpersonal and communication skills to develop and maintain effective relationships with internal and external customers.
• Ability to communicate job-related information to individuals and small groups.
• Ability to work independently with minimal supervision, plan work effectively, and multitask and prioritize in a fast-paced setting.
• Ability to organize and prioritize workload amid interruptions and sometimes hectic conditions, and to concentrate in stressful settings.
• Ability to read and understand written materials.
• Ability to understand complicated insurance benefits information and work with patients to resolve authorization issues.
• Ability to maintain confidentiality.
• Knowledge of dental and medical terminology.
• Professional work ethic.
• Current driver’s license, qualification for commercial vehicle insurance, and a driving record that allows insurability with AXIS Health System’s insurance agency.
• Ability to travel occasionally.
• Ability to take on additional duties when necessary.
• Meet position-required annual flu immunization by November 1, annual TB screening, de-escalation training, and BLS certification.

Nice To Haves

• Previous work experience in a medical or dental clinic.
• Education beyond the high school degree; preferred education is considered in setting pay.

Responsibilities

• Provide coverage for designated clinics and/or offices throughout the AXIS regions.
• Greet patients and complete check-in, demographic data entry, payment collection, and required paperwork.
• Handle patient registration, distribute enrollment packets, conduct patient screenings, collect payments, scan records, and create new charts.
• Enter insurance information accurately into the Electronic Health Record (EHR).
• Follow Sliding Fee processes, including fee collection and insurance verification.
• Maintain a positive and cooperative attitude with patients, coworkers, and supervisors.
• Provide exceptional customer service and look for ways to improve patient service and create efficiencies.
• Travel between AXIS locations as required and take on additional duties when necessary.

Benefits

• Medical insurance (HDHP or PPO)
• Health Savings Account
• Dental insurance
• Flexible Spending Account
• Vision insurance
• Dependent Care Account
• Life insurance
• Short-term disability
• Pet insurance
• Long-term disability
• 401(k) with up to 4% match
• College Invest plans
• Annual wellness benefits
• Professional development benefits
• Three weeks of All Paid Leave (APL) during the first two years of full-time employment
• Personal days (9)
• Company-paid holidays
• Loan repayment programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED