Patient Experience Representative

Elite DNA Behavioral Health; Troy (AL); On-site; USD 18,000 - 25,000; Full time

Job summary

Elite DNA Behavioral Health is seeking a Patient Experience Representative to be the first contact for new patients. You will contact, interview and assist patients in completing New Patient paperwork prior to appointments, including gathering medical and surgical history.

The role requires excellent verbal and customer service skills, strong phone etiquette, and ability to work with EMR systems in a fast-paced health care setting. Bilingual English/Spanish is a plus and flexibility is valued.

Qualifications

• High School Diploma and 1–2 years of customer service experience.
• Medical practice experience is a plus but not required.
• Experience with EMR systems is preferred.

Responsibilities

• Contact patients by phone before scheduled appointments.
• Interview patients to obtain medical history.
• Assist patients with completing New Patient paperwork.

Skills

Phone etiquette

Customer service

Interpersonal skills

Problem solving

EMR knowledge

Attention to detail

Team player

Bilingual EN/ES

Education

High School Diploma

Tools

EMR system

Job description

Description

The Patient Experience Representative is a position requiring excellent customer interaction skills. It is one the first points of contact with Elite DNA Therapy. The Patient Experience Representative is primarily responsible for contacting, interviewing and assisting patients in completing their New Patient paperwork prior to their appointments. This includes obtaining medical and surgical history.

The person in this role must be committed to delivering the highest quality service with an exceptional patient experience. It requires excellent verbal and customer service skills.

Requirements

• Contact patients via telephone prior to their scheduled appointment


• Interview patients over the telephone to obtain a complete and accurate medical history


• Complete all patient phone call assignments as assigned


• Re-schedule patient appointments via telephone calls and written notification to patients


• Screen and route patient calls to other departments


• Ensure accurate registration, appointment scheduling, and follow-up appointment scheduling


• Pre-register and pre-certify patients accurately and in a timely manner


• Ability to work flexible hours as needed


• Other duties as assigned

QUALIFICATIONS & REQUIREMENTS:

• Exceptional phone etiquette and manner


• Positive attitude with excellent customer service mindset


• Excellent interpersonal and communication skills


• Interested in working with people with a strong desire to resolve problems


• Knowledge of electronic medical record (EMR) preferred


• Ability to apply knowledge of office procedures and carry out tasks accordingly


• Ability to utilize the EMR system effectively


• Be a self-starter with attention to detail


• Focused team player


• Must be flexible, organized, and function well under pressure


• Bi-lingual English/Spanish is a plus

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE:

• Minimum of a High School Diploma and 1 – 2 years of experience in customer service


• Previous experience in a medical practice desired but not required