Patient Experience Specialist (Front Desk & Scheduling)

Westchester Medical Center; Town of Mount Pleasant (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Westchester Medical Center is seeking a Patient Service Representative to greet patients in person, on the phone, or via electronic correspondence, assist with scheduling, update information, and serve as a liaison for patient concerns.

You will verify details in the EMR, register new patients, handle referrals and insurance pre-certifications, and manage payments while ensuring a smooth patient flow from lobby to exam room. Bilingual English/Spanish is a plus.

Qualifications

• Minimum of one (1) year of customer service and/or medical office experience preferred.
• High school diploma or equivalent required. An associate degree from an accredited institution is preferred.
• Bilingual (English/Spanish) candidates preferred, but not required. Proficiency in Microsoft Office.

Responsibilities

• Greets arriving patients, verifies appointment information, and notifies nursing staff in accordance with policies and procedure.
• Registers new patients and assists them in completion of necessary forms.
• Verifies and updates current patient information in the EMR system.
• Scans completed forms, identification, and insurance cards into the patient documentfolder.
• Schedules future appointments based on procedure type, time requirements, and provider schedules.
• Answer incoming phone calls and make outbound phone calls, gathering information to route appropriately. Utilize the triage system for all patient care-related calls, in accordance with triage procedures.
• Initiates, issues, and verifies patient referrals. Initiates and receives insurance authorization/pre-certifications as necessary.
• Accepts payments, issues receipts, and reconciles the cash drawer daily.
• Monitor the patient flow from the lobby to the exam room, making sure patients are seen in a timely manner.
• Provide helpful assistance in anticipating and responding to the needs of all patients and family members. Remain calm under pressure and effectively deal with difficult people.
• Provides translation for non-English speaking patients, their families, and staff if bilingual.
• Create correspondence for patients who failed to keep appointments in accordance with policy and provider request.
• Accept and directs deliveries of medical/office supplies and mail.
• Perform general office duties, such as document preparation, scanning, mailing, and filing.
• Maintains a professional appearance and a clean, safe environment.
• Respects patients by recognizing their rights; maintaining confidentiality.
• Utilizes technology, including specialized software as applicable, to maximize productivity.
• Develops and maintains electronic files as necessary.
• Exhibits excellent interpersonal skills; provides customer service; assists other support staff as necessary; collaborates with all levels of internal leadership, management, and staff as well as outside clients, vendors, and other external parties.
• Other duties as assigned.

Skills

Customer service

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

Job description

Westchester Medical Center is seeking a Patient Service Representative to greet patients in person, on the phone, or via electronic correspondence, assist with scheduling, update information, and serve as a liaison for patient concerns.

You will verify details in the EMR, register new patients, handle referrals and insurance pre-certifications, and manage payments while ensuring a smooth patient flow from lobby to exam room. Bilingual English/Spanish is a plus.