Patient Experience & Scheduling Specialist

shm; New Britain (CT); On-site; USD 34,000 - 44,000; Full time

Job summary

VillageMD, a physician-led patient-centric network, seeks a detail-oriented front desk associate to support patient registration and administrative tasks. You will greet patients, manage check-ins, verify insurance, and coordinate with care teams to maintain smooth patient flow across sites.

The role emphasizes excellent customer service, strong communication in English, and familiarity with EHR and practice management systems.

Qualifications

• High School Graduate or GED required. Associate Degree preferred.
• Heartsaver within 30 days of hire.
• Previous PSR experience preferred.
• Ability to communicate in English, both orally and in writing.
• Must have excellent customer service skills.
• Must have the ability to organize and perform multiple tasks in a timely manner.
• Knowledge of medical office and terminology preferred.
• Basic proficiency in computer use required. Previous experience with Standard Office Technology in a Windows based environment preferred.
• Experience with EHR, Practice Management System and Departmental/Ancillary Systems preferred.

Responsibilities

• Greets visitors, patients, and families in a friendly professional manner and directs them appropriately.
• Maintains an efficient patient flow through the registration process and provides excellent customer service to patients/families.
• Promptly answers the telephone, directs all calls appropriately, takes an accurate message and delivers to the appropriate individual/demonstrates appropriate etiquette.
• Informs patients of delay in physician schedules, assists with patient comfort while delayed.
• Posts all self-pay charges, collects payments, and provides patient with receipt. Accurately reconciles daily payments. Reconciles billing slips to daily schedule.
• Opens and closes batches properly, accurately reconciles collections, prepares deposits and documents corrections.
• Scans the insurance card, processes insurance verifications utilizing the on-line system, and updates the patient account. Updates patient information including demographics, insurance, HIPAA forms and financial waivers.
• Schedules appointments accurately according to department guidelines; using waitlist when applicable. Confirms future appointments as needed. Review Eligibility and Phone report.
• Schedules and enters orders for diagnostic tests, and procedures, following all appropriate workflows.
• Works cooperatively with Patient Care Resources and clinical staff to ensure timely pre-authorizations.
• Completes referrals according to departmental guidelines and properly enters into the appropriate system.
• Effectively communicates problems, concerns, or issues to the Office Supervisor / Manager appropriately and promptly.

Skills

Customer service

Communication (English)

Multitasking

Education

High School Diploma or GED

Associate Degree preferred

Tools

EHR

Practice Management System

Job description

VillageMD, a physician-led patient-centric network, seeks a detail-oriented front desk associate to support patient registration and administrative tasks. You will greet patients, manage check-ins, verify insurance, and coordinate with care teams to maintain smooth patient flow across sites.

The role emphasizes excellent customer service, strong communication in English, and familiarity with EHR and practice management systems.