Patient Experience Specialist

South Central Regional Medical Center • Laurel, MS

5d

About The Position

Patient Experience Specialist serves as a vital communication link between patients, healthcare providers, and administrative staff. This role is primarily responsible for managing incoming and outgoing telephone communications with professionalism and efficiency, ensuring that inquiries are addressed promptly and accurately. The Phone Clerk facilitates appointment scheduling, provides essential information regarding services, and directs calls to appropriate departments, thereby enhancing the overall patient experience. By maintaining detailed records of communications and following established protocols, the Phone Clerk supports the smooth operation of healthcare facilities. Ultimately, this position contributes to effective patient engagement and supports the delivery of high-quality healthcare services.

Requirements

• High school diploma or equivalent.
• Proven experience in a customer service or clerical role, preferably within a healthcare setting.
• Basic proficiency with telephone systems and computer applications, including scheduling software.
• Strong communication skills, both verbal and written.
• Ability to handle sensitive information with confidentiality and professionalism.

Nice To Haves

• Experience working in a healthcare environment, such as a clinic, hospital, or social assistance agency.
• Familiarity with electronic health record (EHR) systems.
• Knowledge of medical terminology and healthcare procedures.
• Bilingual abilities, especially in Spanish or other commonly spoken languages in the United States.
• Certification in medical office administration or related fields.

Responsibilities

• Answer and manage a high volume of incoming calls in a courteous and professional manner.
• Provide accurate information to patients and callers regarding healthcare services, appointment availability, and general inquiries.
• Schedule, reschedule, and confirm patient appointments using electronic health record systems or scheduling software.
• Direct calls to appropriate healthcare professionals or administrative personnel based on the nature of the inquiry.
• Maintain detailed and confidential records of all telephone communications in compliance with healthcare privacy regulations.
• Assist with basic administrative tasks such as data entry, filing, and managing correspondence as needed.
• Collaborate with healthcare team members to ensure timely communication and follow-up with patients.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees