Patient Experience Representative

Job Summary

Performs clerical and general office work of moderate difficulty, assisting patients and scheduling appointments, answering phones. Performs a variety of clerical and related tasks in a medical office environment. Answers phones and takes legible messages with correct spelling into the medical record. Reviews providers schedule and schedules appointments; notify patients if provider is running behind; schedules procedures, tests and other studies (e.g. X-rays, sonograms, treadmills, EKGs etc) for patients as instructed by staff; reschedules appointments accordingly if the provider will be out; contact patients by phone or sending a letter if unable to reach by phone; and schedules follow-up appointments. Patient Experience Representative's purpose is to create a positive patient experience for each patient by promoting a positive attitude and striving to make a difference in the patient's visit.

Performance: Position Specific Essential Functions

• Update patient records with patient demographics, insurance information, and related information.
• Obtains signatures on consent forms and HIPAA policy.
• Distributes paperwork for patient to fill out; provides needed paperwork to MA/Nurse/Provider.
• Compliant with No Surprise Estimates.
• Answer telephones, messaging service, direct calls and take messages; check voice mail and returns calls; open and sort daily mail; scans documents and updates files.
• Works in-basket Epic messages for providers. Answers Epic messages.
• Oversees appointment handling (set-up, confirmations, cancellations, follow-ups, and linking of referral orders).
• Sends records to internal and external facilities as needed and maintains confidentiality according to procedure.
• Provides directional and other information to patients, visitors, and others.
• Creates a positive patient experience for everyone in the clinic, by establishing a positive, helpful attitude to ensure the patients' needs are met.
• Tends to learn new skills quickly on his/her own AND apply them both quickly and effectively to work situations.
• Identify work-related problems with possible resolutions and implement an appropriate solution in a timely manner.
• Establish positive relationships and provide support to other staff members and management.
• Performs other duties as assigned.

Qualifications

Education

• Required
  • High School Diploma, GED, or equivalent

Experience:

• Preferred
  • One year of clerical experience

Certification/Licensure: N/A