Patient Experience Representative

Job Description

Job Description

Dent Neurologic Institute is committed to excellence in all we do.  Our culture is built on 4 key pillars: respect, quality, productivity, and well-being. By remaining dedicated to these values and the overall mission, we are dedicated to making a difference for both patients and colleagues.   When you join the Dent team, you can take advantage of a variety of benefits:

• Work-Life Balance(no overnight shifts)
• Medical, Dental & Vision Plans
• Life Insurance
• 401(k) Retirement Plan
• Critical Illness, Accident, & Legal Plans
• Wellness Program
• Learning &Development Opportunities
• Paid Time Off
• Paid Holidays 
• Free Onsite Parking at All Locations

Schedule : Monday- Friday, 8:00am - 4:30pm or 8:30am - 5:00pm

Responsibilities of Position: 

• Provide excellent customer service in all interactions with patients, clinical support staff, management, and providers
  1. Demonstrate the ability to remain calm and respectful when dealing with all callers
  2. Demonstrate the ability to work well with high call volumes
  3. Demonstrate the ability to accept responsibility for appropriate conduct within the office setting and with other department associates by professional interactions with other representatives of services at the Dent
  4. Ability to collaborate with coworkers and be a team player
• Demonstrates a thorough understanding of Call Center policies and procedures as outlined in the training manual
  1. Transfer telephone calls to appropriate locations, departments and personnel within the organization
  2. Transfer patients to proper clinical resources for health care questions and to proper clerical resources for non-clinical support
  3. Work with referring provider offices to schedule patients in a timely and accurate manner, to meet both patient and provider needs
  4. Create and update patient accounts with demographic and insurance information
  5. Confirm and cancel patient appointments for all specialties and multiple ancillary services
  6. Schedule neurology appointments
  7. Possess an understanding and knowledge of subspecialty and individual provider scheduling protocols and guidelines
  8. Possess an understanding of injection scheduling protocols and guidelines including when prior authorization is needed
  9. Possess an understanding of insurance participation, co-pays, and deductibles
  10. Maintain strict confidentiality of all patient information
  11. Page on call provider for hospital consult requests
  12. Work with support staff to provide external providers with immediate access to Dent providers for emergent requests
  13. Completes clerical duties in a time efficient manner as set forth by the Manager
• Functions as a member of the health care team related to patient care by interactions and cooperation with physicians and other health care professionals
  1. Work with medical secretaries, checkout staff, triage nurses, and medical assistants to ensure appropriate scheduling and handling of patient needs
• Meet or exceed key performance indicators
  1. Meet or exceed expectations for tone, accuracy, call volumes, response times, and average durations
  2. Meet or exceed expectations on monthly call grading
• Actively participate in ongoing training and development in a professional manner.
  1. Participate in weekly team huddle and monthly team meeting
  2. Demonstrate the ability to review and discuss performance with the Manager