Patient Experience Specialist

EVP Eyecare•Grand Junction, CO

5d•$20 - $26

About The Position

Patient Experience Specialist works closely with the front office staff and doctors to provide excellent and expedient ‘hospitality quality’ care service to all EVP Eyecare patients, as well as Physician Representatives and referring physician and optometrist partners to effectively and efficiently manage patients for the practices. This role is responsible for providing excellent and expedient care service to all EVP Eyecare patients. This role will work alongside Physician Representatives to develop internal processes that drive quality relationships with our partnering physicians and optometrists in order to provide the best care for patients. This role will also work closely with clinical staff and call center teams to ensure exceptional patient booking experiences and uphold best practices when managing patient data, records, and communications.

Requirements

High School Diploma or GED required
Minimum 0-2 years’ experience with patient facing interaction preferred
Exceptional customer service phone skills are required
Basic Knowledge of Health Care and ACA requirements and regulations
Basic computer skills
Excellent customer service skills with a strong ability to assist customers via phone and written communication
Ability to professionally interface with patients, physicians, and clinical staff while balancing multiple priorities
Proves to be a trustworthy and reliable team member while maintaining a positive attitude each day
The ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members

Nice To Haves

Call center experience highly desirable
Experience working with practice management software preferred

Responsibilities

Answers inbound phone calls for multiple practices
Schedules appointments, answer patient questions and requests in a timely and efficient manner
Verifies patient information and clinical location on all calls
Maintains a working knowledge of all EVP services and practices
Maintains a pleasant and helpful attitude (hospitality)
Provides knowledgeable and caring service to all current and potential EVP patients and employees
Maintains a clean and orderly workspace and clinic
Serves as a model to other team members
Maintains a solid track record of punctual and reliable attendance
Build and improve referral patient processes to create an optimal experience for patients, referring physicians and optometrists and seamlessly integrate with clinic operations
Field inbound patient information from referring physicians, create patient records with accurate data and information, and schedule patients for services in a timely and efficient manner
Provide knowledgeable and caring service to all patients and partners
Coordinate care with all practices to track and ensure communication is clear between EVP Eyecare and referring practices
Track and manage patients from appointment request to surgery, ensuring all tasks and follow ups are conducted in a timely manner to support a seamless patient’s journey
Process all referrals (online, fax, phone or other) and conducting follow up attempts to contact referred patient by close of business the day the referral is received
Maintain a working knowledge of all services, surgeons, and practices
Track and monitor progress and provide daily, weekly, monthly communications updates and feedback to manager to ensure any breakdowns are managed swiftly and promptly
Maintain an eye for detail and accountability- ensuring all patient information is accurately entered into our EHR/PM Systems
Other duties as assigned