Patient Experience Specialist

Frontera Healthcare; Fredericksburg (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Frontera Healthcare seeks a Patient Experience Specialist to be the face of the organization, coordinating front office activities and guiding a fast-paced team to deliver compassionate care and efficient workflows.

The role requires excellent customer service, strong communication, and the ability to multi-task under pressure while maintaining HIPAA compliance and a professional demeanor.

Qualifications

• High school diploma or equivalent.
• Excellent public relations and customer service skills.
• Organizational abilities and dependability.
• Clear written and verbal communication with all levels.
• Ability to handle confidential information under HIPAA.
• Professional and mature demeanor.

Responsibilities

• Coordinate and oversee front office activities to ensure smooth workflow.
• Attend meetings and train front desk staff on procedures.
• Manage schedules, coverage, and daily huddles for clinic teams.
• Monitor overtime and document performance evaluations after 90 days.
• Assist with interviews for front desk staffing and policy adherence.
• Perform duties in compliance with HIPAA regulations.

Skills

Public relations

Customer service

Organizational abilities

Verbal communication

Written communication

HIPAA knowledge

Professional demeanor

Education

High school diploma

Tools

MS Word

Excel

Job description

As first point of contact, the Patient Experience Specialist should act as the face of the organization. This position will coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care for patients and effective and efficient front office workflow. The Patient Experience Lead should be confident, professional, and work comfortably under pressure while multi-tasking in a fast-paced environment.

Duties and Responsibilities

The Patient Experience Specialist performs the following duties as assigned:

• Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator training
• Assist with CPI data collection and front desk reporting for the assigned clinic
• Coordinate, organize and assign duties for all front desk team members to ensure work is being done efficiently and timely
• Establish front desk team member work schedules monthly and request Floater(s) from the Regional Supervisor as needed
• Receive call-ins and ensure coverage for front desk. Coordinate with Regional Supervisor if Floater(s) are needed
• Orients and trains new and current front desk team members on FHN front office policies, processes, and procedures
• Coordinate daily huddles and ensure all departments are meeting together daily so that the clinic can focus as a team on care coordination and clarification of issues
• Assist with interviews for front desk staffing in the assigned clinic
• Maintain adequate front office supplies and order from Central Supply as needed
• Evaluate performance of front office team members and conduct written performance evaluations after 90 days as needed
• Alert Regional Supervisor to any needed disciplinary action or large unresolved issuesAssist in disciplinary action as needed in conjunction with the Regional Supervisor and the Human Resources department
• Monitor any overtime over 4 hours every pay period (if no Saturday or supervisor approved overtime was worked)
• Perform all duties within HIPAA regulations
• Be passionate about healthcare excellence in accordance with Frontera's Mission, Vision and Values
• Other duties may be assigned as needed

Requirements

Knowledge, Skills, and Abilities

Required

• Knowledge of Center's Policy and Procedures
• Must have excellent public relations and customer service skills
• Exhibit courtesy/respect for co-workers and be willing to help co-workers when needed
• Demonstrate organizational abilities and dependability
• Requires good written and verbal communications skills to communicate effectively with individuals at all levels of the organization
• Must be able to work under general supervision
• Must have a professional and mature demeanor
• Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information
• Must be able to retain composure and react effectively in emergency situations
• Excellent telephone etiquette and interpersonal skills

Preferred

• MS Word and Excel experience

Credential and Experience

Required

• Grade/Level of Education: 12/High school diploma or equivalent

Preferred

• Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification

Supplementary Information

The Patient Experience Lead Specialist will be expected to complete all patient paperwork and daily reports, make appointment reminder calls and file patient reports in the EHR before the end of the business day. Alternate schedules may be required to facilitate patient care. It is expected that the job will require sitting for extended periods of time, walking and bending through the course of the day.