Patient Experience Specialist - Menard

Frontera Healthcare•Menard, TX

About The Position

As the first point of contact, the Patient Experience Specialist acts as the face of the organization and coordinates and oversees front office activities and team members. The role supports compassionate, professional patient care and effective, efficient front office workflows. The specialist is expected to work confidently and professionally under pressure, multitask in a fast-paced environment, complete patient paperwork and daily reports, make appointment reminder calls, and file patient reports in the EHR before the end of the business day. Alternate schedules may be required to facilitate patient care. The role also requires compliance with HIPAA regulations and a commitment to healthcare excellence in accordance with Frontera’s Mission, Vision and Values. Work takes place in a clinic environment and may involve occasional exposure to communicable diseases, body fluids, toxic substances, medicinal preparations, and other common clinic conditions. The position involves extended periods of sitting, walking, bending, standing, stretching, reaching, and potentially handling and lifting patients and items over 50 pounds. A moderate noise level and stressful conditions or irregular hours may be encountered.

Requirements

High school diploma or equivalent.
Bilingual.
Knowledge of the Center’s policies and procedures.
Excellent public relations and customer service skills.
Courtesy and respect for coworkers, and willingness to help coworkers when needed.
Organizational abilities and dependability.
Good written and verbal communication skills to communicate effectively with individuals at all levels of the organization.
Ability to work under general supervision.
Professional and mature demeanor.
Ability to work in a fast-paced department, handle multiple tasks and interruptions, and deal effectively with confidential information.
Ability to retain composure and react effectively in emergency situations.
Excellent telephone etiquette and interpersonal skills.
Ability to lift and/or move more than 50 pounds.
Ability to work under stressful conditions or irregular hours.
Ability to perform the physical activities described, including walking, sitting, standing, stretching, reaching, bending, and handling and lifting patients.
Specific vision abilities including close, distance, color, peripheral, and depth perception, and ability to adjust focus.
Ability to work in a moderate-noise clinic environment.

Nice To Haves

Experience with MS Word and Excel.
Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification.

Responsibilities

Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator training.
Assist with CPI data collection and front desk reporting for the assigned clinic.
Coordinate, organize, and assign duties for front desk team members to support efficient and timely work.
Establish monthly front desk team schedules and request floaters from the Regional Supervisor as needed.
Receive call-ins and ensure front desk coverage, coordinating with the Regional Supervisor when floaters are needed.
Orient and train new and current front desk team members on FHN front office policies, processes, and procedures.
Coordinate daily huddles and ensure departments meet together to focus on care coordination and clarification of issues.
Assist with interviews for front desk staffing in the assigned clinic.
Maintain adequate front office supplies and order from Central Supply as needed.
Evaluate front office team member performance and conduct written performance evaluations after 90 days as needed.
Alert the Regional Supervisor to needed disciplinary action or significant unresolved issues.
Assist with disciplinary action as needed in conjunction with the Regional Supervisor and Human Resources department.
Monitor overtime exceeding four hours per pay period when no Saturday or supervisor-approved overtime was worked.
Perform all duties within HIPAA regulations.
Complete patient paperwork and daily reports, make appointment reminder calls, and file patient reports in the EHR before the end of the business day.
Perform other duties as assigned.