Retention Specialist Assistant

Twin Cities Pain Clinic • Edina, MN

1d • Onsite

About The Position

Under the supervision of the Patient Services Manager, the Patient Experience Coordinator aims to improve our patients’ overall experience and acts as a communication liaison between the patient and provider. The Patient Experience Coordinator offers superior customer service when ensuring each patient knows what the next steps are for their individualized care plan, answering questions, resolving issues and complaints, directing them to the appropriate department, and troubleshooting when necessary. Essential functions of this position include, but are not limited to: Identifies and tracks patient retention strategies. Communicates with patients and referral sources regarding continuation of care. Builds and maintains relationships with patients to foster long-standing relationships with clinic and practice. Acts as bridge of communication from PSR team to other departments. Assists with phone calls; answers calls (new patients, referring healthcare providers, etc.) regarding clinic operations and either handles or directs caller to appropriate individual; addresses patient concerns and complaints, escalating matters to appropriate management personnel when unable to resolve independently. Assists with scheduling; enters clinic appointments into a computerized schedule; resolves scheduling conflicts and maintains clinic patient flow. Communicates clinical policies and expectations. Collect payments and copays as needed. Updates patient information in practice management software. Verifies insurance benefits and assists with patient insurance correspondence. Gathers, enters, and/or updates data to maintain clinic records and databases in an efficient, organized, and confidential manner; establishes and maintains files and records for the clinic. Complies with organizational and HIPAA policies and regulations to ensure patient care is kept confidential. Performs miscellaneous job-related duties and other tasks as assigned.

Requirements

• 2-year degree required or equivalent experience; 4-year degree preferred.
• 2 to 5 years of experience of proven strong customer service with an exceptional ability to listen and communicate with others.
• 2 to 5 years of healthcare experience required.
• Insurance and medical terminology knowledge required.
• Ability to effectively communicate; exceptional phone etiquette.
• Excellent problem-solving skills.
• Organized, efficient, and detail-oriented.
• Friendly and compassionate.
• Ability to follow oral and written instructions and prioritize duties.
• Ability to work well whether independently or as part of a team.
• Able to work in a fast-paced work environment and efficiently handle daily fluctuation of patient volume.
• Good writing, analytical, and problem-solving skills.
• Strong computer skills.

Responsibilities

• Identifies and tracks patient retention strategies.
• Communicates with patients and referral sources regarding continuation of care.
• Builds and maintains relationships with patients to foster long-standing relationships with clinic and practice.
• Acts as bridge of communication from PSR team to other departments.
• Assists with phone calls; answers calls (new patients, referring healthcare providers, etc.) regarding clinic operations and either handles or directs caller to appropriate individual; addresses patient concerns and complaints, escalating matters to appropriate management personnel when unable to resolve independently.
• Assists with scheduling; enters clinic appointments into a computerized schedule; resolves scheduling conflicts and maintains clinic patient flow.
• Communicates clinical policies and expectations.
• Collect payments and copays as needed.
• Updates patient information in practice management software.
• Verifies insurance benefits and assists with patient insurance correspondence.
• Gathers, enters, and/or updates data to maintain clinic records and databases in an efficient, organized, and confidential manner; establishes and maintains files and records for the clinic.
• Complies with organizational and HIPAA policies and regulations to ensure patient care is kept confidential.
• Performs miscellaneous job-related duties and other tasks as assigned.

Benefits

• A competitive benefits package including medical, dental, vision, life, and disability insurance, 401(k), PTO time, paid holidays, and HSA plan is offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree