Bilingual Patient Experience Specialist

Kids for the Future; Mankato (MN); On-site; USD 39,000 - 51,000; Full time

Benefits offered by this job

PTO

403(b) match

Health plan

Wellness incentives

Voluntary benefits

Continuing education

EAP

Life insurance

Disability coverage

Job summary

Kids for the Future in Mankato, MN seeks a Bilingual Patient Experience Specialist to manage scheduling, check-in and check-out, ensuring smooth patient flow and excellent service in a team setting.

This FT non-exempt role requires bilingual abilities, strong communication, and the ability to navigate insurance and sliding fee programs while handling front-desk duties and electronic health records with accuracy.

Qualifications

• A minimum of a High School Diploma or equivalent.
• Experience working in a customer/patient service position.
• Experience working with a diverse population of people.
• Strong interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to work independently or in a team environment.
• Confidence, professional judgement, and grace under pressure.
• Knowledge of financial assistance/insurance programs are a plus.
• Bilingual skills are required.

Responsibilities

• Assist patients in accessing care and scheduling.
• Process incoming calls, evaluate needs and direct to appropriate staff.
• Enter patient demographics and contact information into the EHR.
• Verify patient insurance eligibility.
• Return patient calls and reminders.
• Schedule appointments and manage cancellations across lines.
• Close care gaps by calling patients and reminders.
• Inform patients about sliding fee discounts and financial programs.
• Educate patients on clinic programs and service costs.
• Document requests for Good Faith Estimates.
• May travel to support other locations as needed.

Skills

Bilingual

Interpersonal skills

Verbal & written communication

Time management

Customer service

Teamwork

Professional judgement

Education

High School Diploma or equivalent

Job description

• Location 309 Holly Lane,Mankato, MN, 56001,United States
• Base Pay $18.75 - $24.23 / Hour
• Employee Type FT Non-Exempt

Job Summary:

The BilingualPatient Experience Specialist (PES) is responsible for managing all phases of the patient encounter: scheduling, check-in and check-out processes. The PES works in a team environment in an effective and efficient manner to ensure excellent customer service and patient centered care.

Job Responsibilities:

Scheduling

• Primary responsibility is to assist patients in accessing care.
• Utilize professional customer service skills to process incoming phone calls, evaluating patient healthcare needs and directing patient requests to the most appropriate individual or department.
• Accurately collect and enter all patient demographics including contact information, address, and required UDS demographics into electronic practice management system.
• Obtains patient insurance information and verifies eligibility.
• Return phone calls as needed for patient inquiries and appointment reminder calls.
• Schedule new and existing patient appointments including canceling and rescheduling appointments across multiple service lines.
• Close care gaps (i.e. recall, follow-up, prior authorization, appointment reminders etc.) by calling patients.
• Ensure accurate scheduling of appointments per scheduling policy/process.
• Inform patients of eligibility qualifications and required documentation needed for application of the sliding fee discount and other applicable financial programs.
• Advises patient of pertinent clinic programs based on their identified healthcare need.
• Be knowledgeable of services and options for the cost of their services/eligibility for sliding fee.
• Document requests for Good Faith Estimates.

Front Office

• Greet patients and visitors in a prompt, courteous and helpful manner.
• Check-in patients, verifies and updates necessary information and performs all registration functions.
• Verify and update all patient demographics including contact information, address, and required UDS demographics into electronic practice management system.
• Obtains patient insurance information and verifies eligibility.
• Accurate and timely data entry in the appropriate EHR system.
• Answering and returning phone calls as needed.
• Daily insurance verification and discovery to close gaps for each patient at all locations.
• Pre-visit planning and appointment prep.
• Open and close clinic doors at the appropriate scheduled hours.
• Monitor lobby - at least twice daily walk through to ensure clean and free to clutter.
• Educate patients on Sliding Fee Program and options for the cost of their services.
• Collect payment from patients.
• Set up payment plans.
• Prepare and distribute Good Faith Estimates.
• Data entry of payment into appropriate EHR system.
• Schedule patient appointments including follow-up and cancelations.
• Close information gaps in Uniform Data Systems (UDS) and return mail by calling the patients to update.
• May require travel to meeting, events and to support other clinic locations within the community and across the region.
• Perform general clerical duties as needed in a timely and accurate manner.
• Understand and refer patients eligible for programs to the appropriate staff member.
• Ability to navigate difficult situations and emergency processes.
• Perform other tasks as assigned.

Knowledge, Skills, Abilities, Qualifications:

• A minimum of a High School Diploma or equivalent.
• Experience working in a customer/patient service position.
• Experience working with a diverse population of people.
• Strong interpersonal skills.
• Exceptional verbal and written communication skills.
• Excellent time management and organizational skills.
• Ability to work independently or in a team environment.
• Confidence, professional judgement, and grace under pressure.
• Knowledge of financial assistance/insurance programs are a plus.
• Bilingual skills are required.

Other Requirements:

Travel is required to meetings, events and to support other clinic locations within the community and across the region. Means of travel and travel expenses will be reimbursed according to ODHC's travel policy. Position requires repetitive use of fingers, hands, wrist in job related duties, i.e. tools, computer. Complete range of motion, including fine motor skills and tactile sense of both hands. Able to lift 25 pounds. This document is intended to describe the general nature and level of work performed. It is not intended to serve as an exhaustive list of all duties, skills and responsibilities required of personnel so classified.

Summary

We offer a comprehensive benefits package designed to support the well-being and growth of our employees. Highlights include:

• Paid Time Off: Generous vacation time and sick leave (MN ESST time) to give you the flexibility to recharge.
• Retirement Savings: A 403(b) plan with a 4% employer match to help you plan for the future.
• Health Coverage: Three medical plan options, along with dental and vision coverage.
• Wellness & Health Incentives: Health insurance reward program for gym memberships and health incentives to encourage a healthy lifestyle.
• Voluntary Benefits: Additional voluntary benefits to suit your needs.
• Professional Growth: Continuing education hours and funding to support your career development.
• Additional Perks: Employee Assistance Program (EAP), life insurance, disability coverage, and more.

We're committed to providing a supportive, flexible, and rewarding work environment.