Patient Experience Associate

nyuhs; City of Norwich (NY); On-site; USD 23,000 - 30,000; Full time

Job summary

United Health Services (UHS) Chenango Memorial Hospital seeks a Patient Experience Associate to greet patients, schedule appointments, verify insurance, collect payments, and maintain accurate Epic records. You will be the first friendly face or voice, helping patients feel welcomed and supported throughout their visit.

In collaboration with clinical and administrative teams, you will keep patient flow smooth while protecting privacy and ensuring compassionate, respectful service.

Qualifications

• High School Diploma or equivalent required.
• Preferred: Driver License.
• Preferred: 1 year of customer/patient-facing experience.
• Preferred: 1 year of healthcare experience.
• Up to 1 year of technical/systems experience with role tools.

Responsibilities

• Greet patients and visitors in person, by phone, and electronically to create a welcoming and supportive patient experience.
• Perform patient registration, scheduling, and insurance verification in accordance with organizational policies and accuracy standards.
• Provide timely and accurate information to patients regarding appointments, wait times, and services to support visit flow and satisfaction.
• Collect point-of-service payments, including copays and outstanding balances, to support financial integrity and patient understanding.
• Maintain patient records by scanning and documenting information in Epic to ensure complete and accessible medical records.

Skills

Customer-facing experience

Healthcare experience

Technical/systems experience

Education

High School Diploma or equivalent

Tools

Driver License

Job description

Position Overview

The Patient Experience Associate at United Health Services (UHS) Chenango Memorial Hospital (CMH) is often the first friendly face or voice patients and families meet. This role helps make each visit feel welcoming and organized by greeting patients, scheduling appointments, completing registration, verifying insurance, collecting payments, and keeping information accurate in Epic. The position works closely with clinical and administrative teams to keep care moving smoothly while protecting patient privacy. Every interaction is a chance to build trust, answer questions, and help patients feel respected and supported.

Primary Department, Division, or Unit:Patient Registration/Access Care, UHS Chenango Memorial Hospital

Primary Work Shift:Day

Regular Scheduled Weekly Hours:40

Compensation Range:$16.35 - $21.49 per hour, depending on experience

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Job Responsibilities

Essential Functions

• Greet patients and visitors in person, by phone, and electronically to create a welcoming and supportive patient experience
• Perform patient registration, scheduling, and insurance verification in accordance with organizational policies and accuracy standards
• Provide timely and accurate information to patients regarding appointments, wait times, and services to support visit flow and satisfaction
• Collect point-of-service payments, including copays and outstanding balances, to support financial integrity and patient understanding
• Maintain patient records by scanning and documenting information in Epic to ensure complete and accessible medical records

Scope and Impact

• Contribute directly to patient experience, operational efficiency, and front-end revenue cycle outcomes
• Exercise judgment within defined procedures to address patient needs and elevate issues appropriately
• Work under general supervision while maintaining accountability for assigned daily responsibilities
• Collaborate with clinical and administrative team members to support coordinated patient care and office operations
• Support operational and departmental needs through occasional travel between organizational locations and, when required , operation of a system-owned vehicle; maintain eligibility to meet organizational driving requirements when such travel is necessary

Compliance and Professional

• Adhere to HIPAA guidelines when accessing and communicating patient demographic and insurance information
• Follow organizational policies and procedures related to registration, scheduling, and financial processes
• Support compliance with HFAP, New York State Department of Health, infection control, and other regulatory standards
• Complete required training, education, and competency validations within established timelines
• Safeguard sensitive data by following established security policies and procedures, using systems responsibly, and promptly reporting potential security incidents, risks, or policy violations
• As applicable to your role, support cybersecurity and data protection requirements throughout the supplier lifecycle by coordinating vendor risk assessments, monitoring third-party compliance, and promptly reporting identified supply chain or cybersecurity risks

Additional Expectations

• Participate in performance improvement activities to support continuous improvement within the office
• Maintain awareness of supplies and coordinate restocking to support uninterrupted operations
• Demonstrate UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation in all daily work and interactions
• Execute responsibilities in accordance with organizational policies, procedures, and applicable regulations
• Perform additional responsibilities as required to meet department and organizational needs

Position Qualifications

Required

• High School Diploma or equivalent

Preferred

• Driver License
• At least 1 year of customer/patient-facing experience directly interacting and communicating with the public
• At least 1 year of healthcare experience working in the healthcare industry in any job function
• Up to 1 year of technical/systems experience using specialized tools, software, or equipment required for the role

Why You'll Love Working at UHS

At United Health Services (UHS), we believe every connection-to patients, to purpose, to each other-makes a difference. That's why we’re intentional about supporting our team in ways that go beyond the job. Whether through meaningful benefits, personal growth, or fun along the way, we’re here to help you thrive in work and life.

A Culture of Connection - We support each other like family and create space for every voice to be heard. Engagement Councils, peer recognition, and initiatives like Walk in my Shoes for senior leaders are just a few ways we foster belonging and collaboration. Outside of work, we stay connected through team events like trivia, trunk-or-treat, volunteer days, our staff choir, or seasonal celebrations.

Comprehensive Benefits for Life & Family - We offer medical, dental, and vision co