Patient Experience Specialist I

Job Summary

Under general supervision, the Patient Experience Specialist performs clerical and general office work of moderate difficulty, registers, and pre-registers patients, assists patients and guarantors with insurance, ensures that appointment is authorized, assists with account payment questions and collections, and prepares deposits.

Supervises the Following Positions

Positions: N/A

Physical Requirements

• The ability to perform the duties and responsibility of the position, with or without reasonable accommodations for disabilities.
• The ability to consistently lift, push or pull loads of up to fifty (50) pounds. (Unless nursing 50)
• Sufficient strength, mobility and stamina to make frequent location and position changes, assist with patient care, and perform other physical activities of average difficulty.
• Candidates whose disabilities make them unable to meet the requirements will still be considered fully qualified if they can perform the essential functions of the job with reasonable accommodations.
• May be exposed to infectious or contagious disease.
• May have to handle emergency situations.
• May be subject to irregular hours.
• May be required to wear protective equipment such as eye protection, face protection, masks, sterile/nonsterile gloves, isolation gowns.
• May be exposed to toxic/caustic/chemicals/detergents.
• Physical activities include continuous sitting, and occasional walking, standing, bending, squatting, climbing, kneeling and twisting.
• Activity Conditions (Occasionally, Frequently, Continuously):
• Sitting- Continuously
• Walking- Occasionally
• Standing- Occasionally
• Bending-Occasionally
• Squatting - Occasionally
• Climbing-Occasionally
• Kneeling-Occasionally
• Twisting-Occasionally

Visual and Hearing Requirements

• Must be able to see with corrective eye wear.
• Must be able to hear clearly with assistance

Working Conditions

Primarily Works in a well-lighted and air-conditioned environment with period of heavy workload and stress. This role may include working in less-than-ideal home conditions, which can include exposure to extreme temperatures and environments that may not meet typical cleanliness standards such as clutter, unkept surfaces, and homes with pets. Works in various conditions.

Performance: Essential Functions

Decision Making: Ability to make decisions and takes appropriate action based on the information they have. Recognizes own limitations and consults with the supervisor, manager, or team member when appropriate.

Time Management: Works efficiently and manages duties to ensure that tasks are completed with accuracy and within the scheduled shift or reasonable amount of time.

Quality & Quantity: Demonstrates accurate, knowledge and skill to carry out job duties. Follows departmental work policies and procedures. Speed and consistency of output and time utilization of job duties.

Computer Knowledge & Electronic Equipment Use: Demonstrates ability to consistently utilize electronic equipment and online computer programs to perform job duties, including electronic documentation, and order entry.

Resource Utilization: Consistently utilizes and maintains supplies and equipment to minimize lost charges and unnecessary equipment repair-replacement.

Confidentiality: Adheres to established policies on privacy and security requirements for compliance with the Health Insurance Portability and Accountability Act (HIPAA), as applicable by Shannon Policy.

Performance: Position Specific Essential Functions

• Registration of all patient types; patient identification verification, patient consents, patient rights, status/ accommodation code assignment/changes. Distributes paperwork to patient to fill out as needed; hospital and department policies and procedures; verifies insurance; scanning registration documents, such as ID and insurance; admission paperwork prep process; No Surprise Estimates; verifies pre-authorization and referrals as needed. Distributes paperwork for patient to fill out; Provides needed paperwork to MA/Nurse/Provider.
• Contacts patients to secure insurance information, account payments, and resolve related matters. Meet with patients to discuss account balances, credits, and payment methods. Answer insurance-related questions. Provides directional and other information to patients, visitors, and others. Oversees appointment handling (set-up, confirmations, cancellations, follow-ups, and linking of referral orders).
• Answer telephones, messaging service, direct calls and take messages. Check voice mail and returns calls. Work and answer in-basket in Epic messages for providers. Open and sort daily mail. Sends records to internal and external facilities as needed and maintains confidentiality according to procedure.
• Accepts copays and payments.
• Tends to learn new skills quickly on his/her own and apply them both quickly and effectively to work situations. Identify work-related problems with possible resolutions, and implement an appropriate solution in a timely manner. Establishes effective, positive working relationships with management, staff, patients, providers, customers, vendors, and managers and provides support to other staff members and management. Assists with Worker’s Comp as needed.
• Performs other duties as assigned.

Qualifications

Education

• Required
• High School Diploma, GED, or equivalent

Experience

• Required
• One year of Clerical or General Office experience
• Preferred
• One year of experience in Cash Handling
• One year of experience or knowledge in Medical Terminology

Certification/Licensure: N/A