Patient Relations Assistant/UKHC

U K Healthcare Ltd; Lexington (KY); On-site; USD 29,000 - 38,000; Full time

Job summary

U K Healthcare Ltd. is seeking a Patient Relations Assistant to greet patients, answer phones, and proactively improve the patient experience in the Comprehensive Breast Care Center.

Responsibilities include monitoring wait times, handling patient complaints empathetically, ensuring accurate patient registration, and using electronic tools to verify insurance eligibility and address system errors.

Qualifications

• Experience in patient-facing roles preferred.
• Ability to manage wait times and provide directions.
• Skilled in resolving complaints with empathy.

Responsibilities

• Welcome patients and answer phones according to guidelines.
• Identify opportunities to enhance patient experience by anticipating needs.
• Monitor wait times and communicate wait-time expectations to patients.
• Resolve patient complaints in an empathetic and timely manner.
• Ensure proficient patient registration and verify insurance eligibility.
• Recognize and help correct errors in the computer system.

Skills

Customer service

Communication

Empathy

Phone etiquette

Registration process

Job description

The Patient Relations Assistant is a first-line customer service representative for the Comprehensive Breast Care Center.

This position will be responsible for respectfully acknowledging, greeting patients, and answering phones according to established guidelines. Other duties include: proactively identifying opportunities to provide a positive patient experience by anticipating patients’ needs (eg. provide directions/way finding), monitoring wait times for individual patients, communicating appropriate techniques such as “blameless apology” to manage patient wait time expectations.

In addition, this position will be responsible for resolving patient complaints in an empathetic and timely manner, collaborating with teammates and leadership to prevent and resolve service failure process problems, and ensuring proficient patient registration.

The Patient Relations Assistant also uses electronic tools to ensure patient insurance eligibility, and recognizes and provides initial resolution of errors in computer system.