Patient Experience Specialist

Iowa Ortho; Des Moines (IA); On-site; USD 32,000 - 42,000; Full time

Job summary

Iowa Ortho is seeking a Patient Experience Specialist to manage the front desk and deliver exceptional customer service for patients and visitors. The role supports routine patient encounters and ensures positive patient interactions across clerical tasks and scheduling in a medical office.

Responsibilities include greeting patients, assisting with forms, handling check-in/out, and ensuring accurate data entry in the EHR system while maintaining a courteous and professional demeanor throughout

Qualifications

• Experience in customer service, preferably in a healthcare setting.
• Basic understanding of health insurance concepts.
• Experience in a medical office is preferred.
• Excellent communication skills in person and over the phone.
• Ability to handle front desk duties efficiently and professionally.

Responsibilities

• Open the reception area and monitor lobby activities.
• Welcome visitors and direct them to appropriate personnel.
• Answer phones, schedule appointments, and greet patients and visitors.
• Prepare patient charts and review updates for clinics.
• Assist patients with forms and entering information in the EHR/Systems.
• Check-In/Check-Out patients, collect co-pays, and coordinate payment arrangements.
• Balance daily receipts and report discrepancies to supervisor.
• Maintain cordial, professional interactions with patients and staff.

Skills

Customer service

Front desk

Communication skills

Healthcare experience

Tools

NextGen

Job description

Position Summary

The patient experience specialist is responsible for operating an efficient front desk and providing excellent customer service. The patient specialist also performs secretarial and various general procedures associated with routine patient encounters. The patient specialist maintains a positive relationship with patients, family members, other visitors, as well as fellow employees.

Job Type

Full-time

Description

The patient experience specialist is responsible for operating an efficient front desk and providing excellent customer service. The patient specialist also performs secretarial and various general procedures associated with routine patient encounters. The patient specialist maintains a positive relationship with patients, family members, other visitors, as well as fellow employees.

Hours

Monday- Friday: 8 Hour Shifts

Key Responsibilities

• Open the reception area in a timely manner and monitor lobby activities taking action as needed.
• Welcome on-site visitors, determines nature of business and announce visitors to appropriate personnel.
• Answer telephone, schedule appointments in computer, greet and direct patients, salespeople and visitors.
• Prepare patient charts for clinics by reviewing for any updates as needed.
• Review Add-On Appointment Report and prepare Clinic Charts as needed.
• Instruct new patients in completion of medical history and information forms; assisting patients to fill out new forms when needed, initialing any portion that was filled out by an Iowa Ortho Employee.
• Assist patients with all technology required to check in or update their personal information.
• Enter and update information in NextGen from documentation as required.
• Check-In patients in by updating demographic and insurance information in computer, collecting co-pays and Account Balances. Coordinate payment arrangements by helping the patient contact the Financial Counselor.
• Screen MRI patients as needed.
• Check-Out Patients by collecting co-pays, processing In-House Physician Orders and scheduling follow up appointments and internal referrals as needed.
• Balance Daily Clinic Receipts with NextGen Batch Report after a.m./p.m. clinic as needed.
• Be proficient in operation of office equipment and report malfunctions immediately to supervisor.
• Always interact with co-workers, patients and visitors in a friendly, professional, courteous manner.
• Perform front office duties efficiently and correctly.
• Accept changes to the front desk procedure with an open mind and a positive attitude.
• Provide a role model for customer service and excellent patient care.
• Scanning and indexing documents into the EHR system.
• Assist with other duties as assigned.
• Must be able to regularly attend work.

Requirements

• Prior face-to-face customer service experience and/or healthcare or health related field experience.
• Basic understanding of health insurance.
• Prior experience in a medical office is preferred.
• Customer service and the desire to serve our patients and co-workers with a positive attitude.
• Ability to add, subtract, multiply, and figure percentages on a calculator.
• Respond to requests from other departments in a timely, positive and pleasant manner.
• Demonstrates the ability to make decisions, take appropriate action and follow tasks through to conclusion.
• Recognize and analyze the implications of new situations and develop workable solutions in order to maintain productivity and morale.
• Demonstrate willingness to accept new responsibilities.
• Excellent communication skills.

Physical Requirements

• The ability to speak articulately and spell correctly
• The ability to stand and/or walk up to eight hours a day
• Lift up to 25 pounds, bend, stoop, twist
• Ability to push wheelchair patients to and from the lobby area
• Fingering skills required in use of computer terminal up to eight hours a day
• Use of hands and fingers required for typing
• Ability to see in order to recognize patient needs
• Talking and listening abilities to give clear instructions and communications to patients
• Ability to coordinate staff during a patient care emergency in the lobby