Patient Experience Specialist posted more than 30 days ago Falck Internal Mesa, AZ

Falck A/S; Mesa (AZ); Hybrid; USD 38,000 - 55,000; Full time

Benefits offered by this job

401(k) with company match

Training and Career Development

Job summary

Falck in Mesa, AZ is seeking a Patient Experience Specialist to support patients during their interactions with Falck's RCM Billing Office. The role emphasizes empathy, clarity, and patient advocacy to improve satisfaction with billing processes.

The ideal candidate will balance strong communication with organizational skills, handle sensitive information, and collaborate with a dedicated Patient Experience team to resolve issues and drive continuous improvement in billing inquiries and payments.

Qualifications

• Customer-centric attitude with a passion for delivering exceptional experiences.
• Excellent communication and interpersonal skills.
• Empathy and ability to remain calm under pressure.
• Strong organizational and multitasking abilities.
• Must be computer literate.
• Ability to type a minimum of 45 wpm.
• Knowledge of medical terminology is a plus.
• Ability to communicate professionally with employees and management.
• Ability to work independently of direct supervision.
• Well organized and detail oriented.
• Willingness to work as a team player.
• Ability to handle multiple tasks and prioritize their importance.

Responsibilities

• Interact with patients and families empathetically, addressing concerns and detailing billing procedures.
• Respond to patient inquiries about billing, insurance coverage, and payment options.
• Educate patients on financial responsibilities, coordinate payment plans, and assist with insurance processes.
• Maintain positive relationships regarding outstanding balances and payment options.
• Ensure compliance with privacy laws and confidentiality standards.
• Record patient information accurately and maintain confidentiality.
• Collaborate with Patient Experience team to improve customer satisfaction.
• Collect and analyze patient feedback for continuous improvement.

Skills

Customer-centric

Communication skills

Interpersonal skills

Empathy under pressure

Organization

multitasking

Computer literacy

Typing 45 wpm

Medical terminology (nice)

Independent work

Team player

Prioritization

Education

High school diploma or GED

2 years in Customer Experience

Job description

Falck is a is a global emergency medical services provider originating from Denmark that services 3 states in the US including: California, Colorado and Texas. Falck has been operating in the US since 2010 and is one of the largest private providers of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

• 401(k) with company match
• Training and Career Development

This position is onsite in Mesa, AZ

Position Summary:

Based in our Mesa, Arizona office, Falck is seeking a dynamic and empathetic individual to join our team as a Patient Experience Specialist. As a Patient Experience Specialist, you will play a crucial role in ensuring the highest level of care and satisfaction for our patients during their interactions with Falck's RCM Billing Office. The candidate will be a natural fit for our 3 winning behaviors: We are committed to care, we build trust, and together we create more value. This position requires excellent communication skills, empathy, and a commitment to providing a positive and supportive experience for individuals in emergency situations.

Responsibilities:

As a Patient Experience Specialist, your duties include, but are not limited to, the following:

• Interact with patients and their families in a professional and empathetic manner, addressing concerns and providing information about billing procedures.
• Respond to patient inquiries about billing, insurance coverage, and payment options clearly and helpfully.
• Educate patients on their financial responsibilities, coordinate payment plans when necessary, and aid in navigating insurance processes.
• Establish and maintain positive relationships with patients regarding outstanding balances, assisting with billing inquiries and payment options.
• Ensure compliance with healthcare privacy laws and confidentiality standards.
• Accurately record patient information and maintain confidentiality in accordance with privacy laws.
• Collaborate with the Patient Experience team to enhance overall customer satisfaction and resolve issues effectively.
• Collect and analyze patient feedback to contribute to continuous improvement initiatives.

Qualifications:

To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The individual in this position must possess the following qualifications:

• Customer centric attitude with a passion for delivering exceptional experiences.
• Excellent communication and interpersonal skills.
• Empathy and ability to remain calm under pressure.
• Strong organizational and multitasking abilities.
• Must be computer literate.
• Ability to type a minimum of 45 wpm.
• Having knowledge of medical terminology is a plus.
• Ability to communicate, orally and in writing, professionally when dealing with employees and management.
• Ability to work independently of direct supervision.
• Well organized and detail oriented.
• Display a willingness to work as a team player.
• Ability to handle multiple tasks and to prioritize their importance.

Education/ Experience Requirements:

The individual in this position must possess the following education requirements:

• High school diploma or general education degree (GED)
• Two years of Customer Experience with an emphasis on customer advocacy
• Previous experience in healthcare, emergency services, or contact center is preferred

This job description is a summary of duties, it is by no means an all-inclusive list but is merely a broad guide of expected duties.

Falck is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, sexual orientation, genetic information, veteran status or any other characteristic protected by state or federal law.

Falck is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, sexual orientation, genetic information, veteran status or any other characteristic protected by state or federal law.