Patient Relations Specialist I

Evergreen Health; Buffalo (NY); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Multiple comprehensive medical health

Dental and Vision coverage

Paid Time Off package equaling up to 4

403b with a generous company match

Paid lunch breaks

Job summary

Evergreen Health is seeking a Patient Relations Specialist I in Buffalo, NY. The role focuses on welcoming visitors, handling high-volume calls, and enhancing patient experience with friendly, professional service.

You will rotate between front desk and phone operator duties, direct callers to the right departments, retrieve information from EMR and other systems, and work with Security to guide visitors. Requirements include a high school diploma or GED, and bilingual English and Spanish are

Qualifications

• High school diploma or GED required.
• Bilingual English and Spanish strongly preferred.
• At least one year of phone operator or customer service experience preferred.
• Strong verbal and written communication skills.

Responsibilities

• Be the primary point of contact either by phone or in person.
• Rotate between front desk and phone operator support stations.
• Assist callers by identifying needs and transferring calls to appropriate areas.
• Retrieve voicemail messages daily and respond or route as needed.
• Welcome all patients and visitors in the lobby and direct them appropriately.
• Coordinate with Security to guide visitors to scheduled or non-scheduled areas.
• Retrieve staff directory information from systems to answer questions.
• Provide general information about locations, hours, services, etc.
• Coordinate with City/Public Safety on emergency or non-emergency situations.

Skills

Bilingual English/Spanish

Phone operator experience

Customer service experience

Verbal and written communication

Education

High School diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Patient Relations Specialist I

Regular Full-time Professional 206 S. Elmwood Ave., Buffalo, NY, US

2 days ago Requisition ID: 2444

Salary: $43,000.00 Annually

At Evergreen and our affiliates, we value collaborative, down-to-earth individuals and encourage self-expression. We recognize that our diverse workforce allows us to provide culturally competent care to everyone in our community.

The Patient Relations Specialist I serves as the primary dual-channel first point of contact for the organization, responsible for both welcoming in-person visitors and managing high-volume inbound telephone calls, enhancing patient experience. They combine warm reception, clear direction and efficient call-handling. They provide exceptional patient care by taking ownership of each interaction promptly and greeting all in a friendly, professional manner. Understanding what is important to each patient or visitor, they direct individuals to correct areas of the organization, transfer calls to appropriate parties as needed, and provide general information obtained from a variety of sources to field questions directly.

As part of the essential functions of this role, the Patient Relationship Specialist I:

• Ensures a positive patient experience while acting as the primary point of contact either by phone or in person
• Rotates between in-person/front desk and phone operator support stations
• Assists callers in identifying needs and directly transfers calls to appropriate front desk areas/departments or uses interoffice software to determine availability of staff and notifies individuals so they have time to prepare to speak with callers
• Retrieves voicemail messages from the phone system daily and in a timely manner, replying directly to caller or routing messages to appropriate individuals
• Welcomes all patients, potential patients, and visitors in the lobby, working closely with the Security team to ensure everyone is properly directed to scheduled or non-scheduled appointments/areas
• Reaches out to departments or individuals announcing prospective new patients wishing to learn about or enroll in services and/or any potential visitors
• Performs database retrieval for staff directory information (Microsoft Teams, Ring Central, EMR (Medent) and patient look-up software (Dundas) used for general patient information including upcoming appointments, care teams and enrolled programs
• Dispenses general information obtained from a variety of sources to field questions regarding locations, departments, phone numbers, operational hours, available services, etc.
• W orks closely with the City/Public Safety Department as needed by contacting them during emergency or non-emergency situations knowing what immediate and follow-up action to take when an emergency call is required.

Qualified candidate will have a high school diploma or GED; at least one year of phone operator or customer service experience preferred; strong verbal and written communication skills, with bilingual English and Spanish strongly preferred; awareness of and sensitivity to the issues and health disparities faced by underserved populations is essential

Job type: Full-time

Required Education : High School diploma or GED

Required Experience: Bilingual English and Spanish strongly preferred; at least one year of phone operator or customer service experience preferred

This position is posted with a salary range. The actual rate of pay offered will be based on a variety of individualized factors, including but not limited to a candidate’s skills, relevant experience, educational background, internal equity, and market considerations.

What Evergreen Health Offers You:

• Multiple comprehensive medical health insurance plans to choose from
• Dental and Vision coverage at no cost to you
• Paid Time Off package equaling up to 4 weeks in your first year
• 403b with a generous company match
• Paid lunch breaks

Evergreen Health is an Equal Opportunity Employer; we do not discriminate on the basis of age, citizenship, color, disability, ethnic or national origin, gender expression, gender identity, language, race, religion, sex, sexual orientation, socioeconomic status, or any other characteristic protected by federal, state, or local law.