Patient Experience Specialist

Frontera Healthcare•Mason, TX

20h•Onsite

About The Position

As the first point of contact, the Patient Experience Specialist acts as the face of the organization. This position coordinates and oversees the activities of the front office and front office team members to ensure compassionate and professional care for patients and effective and efficient front office workflow. The Patient Experience Lead should be confident, professional, and work comfortably under pressure while multi-tasking in a fast-paced environment.

Requirements

Knowledge of Center’s Policy and Procedures
Must have excellent public relations and customer service skills.
Exhibit courtesy/respect for co-workers and be willing to help co-workers when needed.
Demonstrate organizational abilities and dependability.
Requires good written and verbal communications skills to communicate effectively with individuals at all levels of the organization.
Must be able to work under general supervision.
Must have a professional and mature demeanor.
Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information.
Must be able to retain composure and react effectively in emergency situations.
Excellent telephone etiquette and interpersonal skills.
Grade/Level of Education: 12/High school diploma or equivalent

Nice To Haves

MS Word and Excel experience
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 all front desk team members to ensure work is being done efficiently and timely
Establish front desk team member work schedules monthly and request Floater(s) from the Regional Supervisor as needed
Receive call-ins and ensure coverage for front desk. Coordinate with Regional Supervisor if Floater(s) are needed.
Orients and trains new and current front desk team members on FHN front office policies, processes, and procedures.
Coordinate daily huddles and ensure all departments are meeting together daily so that the clinic can focus as a team 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 performance of front office team members and conduct written performance evaluations after 90 days as needed
Alert Regional Supervisor to any needed disciplinary action or large unresolved issues
Assist in disciplinary action as needed in conjunction with the Regional Supervisor and the Human Resources department.
Monitor any overtime over 4 hours every pay period (if no Saturday or supervisor approved overtime was worked).
Perform all duties within HIPAA regulations.
Be passionate about healthcare excellence in accordance with Frontera’s Mission, Vision and Values.
Complete all patient paperwork and daily reports, make appointment reminder calls and file patient reports in the EHR before the end of the business day.
Other duties may be assigned as needed