Patient Experience Specialist

Patient Experience SpecialistThe PES position handles all veterans authorized by the VA to be seen, ensuring a seamless experience from appointment scheduling through follow-up care while supporting clinical operations.Patient Experience Specialist also works closely with the front office staff and doctors to provide excellent and expedient ‘hospitality quality’ care service to all EVP Eyecare patients, as well as Physician Representatives and referring physician and optometrist partners to effectively and efficiently manage patients for the practices. This role is responsible for providing excellent and expedient care service to all EVP Eyecare patients. This role will work alongside Physician Representatives to develop internal processes that drive quality relationships with our partnering physicians and optometrists in order to provide the best care for patients. This role will also work closely with clinical staff and call center teams to ensure exceptional patient booking experiences and uphold best practices when managing patient data, records, and communications.ESSENTIAL DUTIES AND RESPONSIBILITIESThe essential functions include, but are not limited to the following:Process incoming VA authorizationsSchedule patient appointmentsUpdate VA with appointment information and clinic notesWork with IKS to request authorization from VA if neededServe as primary contact for VA inquiries and concernsManage VA patient recalls and follow-up appointmentsTake incoming PCT calls on high volume days or to help fill in when members are out of the officeTake incoming PCC calls when needed and help with PCC daily tasks such as:Answers inbound phone calls for multiple practicesSchedules appointments, answer patient questions and requests in a timely and efficient mannerVerifies patient information and clinical location on all callsMaintains a working knowledge of all EVP services and practicesMaintains a pleasant and helpful attitude (hospitality)Provides knowledgeable and caring service to all current and potential EVP patients and employeesMaintains a clean and orderly workspace and clinicServes as a model to other team membersMaintains a solid track record of punctual and reliable attendanceBuild and improve referral patient processes to create an optimal experience for patients, referring physicians and optometrists and seamlessly integrate with clinic operationsField inbound patient information from referring physicians, create patient records with accurate data and information, and schedule patients for services in a timely and efficient mannerProvide knowledgeable and caring service to all patients and partnersCoordinate care with all practices to track and ensure communication is clear between EVP Eyecare and referring practicesTrack and manage patients from appointment request to surgery, ensuring all tasks and follow ups are conducted in a timely manner to support a seamless patient’s journeyProcess all referrals (online, fax, phone or other) and conducting follow up attempts to contact referred patient by close of business the day the referral is receivedMaintain a working knowledge of all services, surgeons, and practicesTrack and monitor progress and provide daily, weekly, monthly communications updates and feedback to manager to ensure any breakdowns are managed swiftly and promptlyMaintain an eye for detail and accountability- ensuring all patient information is accurately entered into our EHR/PM SystemsOther duties as assignedMINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)High School Diploma or GED requiredMinimum 0-2 years’ experience with patient facing interaction preferredExceptional customer service phone skills are requiredCall center experience highly desirableExperience working with practice management software preferredBasic Knowledge of Health Care and ACA requirements and regulationsBasic computer skillsExcellent customer service skills with a strong ability to assist customers via phone and written communicationAbility to professionally interface with patients, physicians, and clinical staff while balancing multiple prioritiesProves to be a trustworthy and reliable team member while maintaining a positive attitude each dayThe ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team membersMINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)High School Diploma or GED requiredMinimum 0-2 years’ experience with patient facing interaction preferredExceptional customer service phone skills are requiredCall center experience highly desirableExperience working with practice management software preferredBasic Knowledge of Health Care and ACA requirements and regulationsBasic computer skillsExcellent customer service skills with a strong ability to assist customers via phone and written communicationAbility to professionally interface with patients, physicians, and clinical staff while balancing multiple prioritiesProves to be a trustworthy and reliable team member while maintaining a positive attitude each dayThe ability to interact with, support, and influence positively the behavior and activities of patients, physicians and team members #J-18808-Ljbffr