Patient Experience Specialist

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.

What We Offer:
• Full-Time Benefits (Medical, Dental, Vision, Life)
• 401(k) with company match
• Training and Career Development
• Generous Paid Time-Off

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.