Patient Experience Specialist I (0005F)

Job Summary 

The Patient Experience Specialist is responsible for providing coverage for administrative operations, including exceptional front line customer service, to Axis Health System (Axis) patients, staff and all others contacting Axis. The Patient Experience Specialist is often the first point of contact through various mediums including in person, on the phone, and through electronic communications. The Patient Experience Specialist provides administrative support to Axis staff, programs, and patients to support consistency in policies and procedures across the organization.   

Duties and Responsibilities 

• Responsible for supporting the daily functions of the designated clinic(s) or office(s) including administrative operational efficiency, scheduling, maintain office supply inventory, compliance, and providing a superior patient experience. 

• Provides in-person coverage for designated clinics throughout the Axis regions as needed. 

• Greet patients and vendors that enter the building, ensure clear navigation and connection with appropriate staff 

• Supports patient registration, patient screenings, scanning records, and creating new charts when needed 

• Responsible for maintaining a centralized scheduling process including setting patient appointments, and maintaining all scheduling protocols for medical, dental, and/or clinical staff. 

• Supports operational goals and benchmarks specific to revenue cycle, patient scheduling, and other front office functions. 

• Supports patients’ access to care by ensuring insurance information is entered correctly into Electronic Health Record (EHR) and Sliding Fee processes are adhered to. 

• Supports revenue cycle management processes with accurate documentation, collection of patients past due fees, or coordination of scheduling payment plans when appropriate.  

• Ensures that applicable cash drawers are reconciled daily, including accurate entry on Cash Reconciliation form and that deposits are taken to the bank daily.  

• Ensures that cash collection processes are maintained according to the established policies and procedures including accurate copay collection. 

• Adheres to medical records standards and quality assurance and compliance requirements.  

• Reports immediately, any adverse critical incidents, suspected HIPAA breaches or compliance violations, according to contract requirements, regulations and Axis policies. 

• Attends required meetings and training, including daily huddles in support of clinical operations. 

• Supports the implementation of appropriate workflows, documentation, data collection and reporting to provide effective communication to operations leadership. 

• Establishes and maintains effective, collaborative working relationships with the organization’s leadership, providers, peers, other staff, and the public.  

• Apply conflict resolution skills and apply solution focused processes including timely escalation of issues and concerns to supervisor to resolve challenges and obstacles to performing assigned tasks.  

• Organizes, coordinates, and prioritizes time and resources to improve efficiency and overcome obstacles.  

• Comply with all applicable laws and regulations and perform responsibilities in accordance with a strong code of ethics (honest, lawful, fair, and with integrity). 

• Responsible for meeting all established deadlines for assigned roles, responsibilities, projects, or staff assignments. 

• Maintains a positive and cooperative attitude in dealing with patients, co-workers, and leadership.  

• Willingness to provide exceptional customer service with ability to look for improved ways to serve patients and create efficiencies. 

• Protect patient confidentiality and comply with HIPAA, organizational policies, and regulatory requirements.  

Employment Tasks (Applicable to all Axis Employees) 

• Adheres to Axis Corporate Compliance Plan and complies with the Axis Code of Conduct. 

• Fosters an organizational culture of patient and family-centered care, service excellence, quality, and safety, while enhancing the patient experience, employee engagement, and community relationships. 

• Respects and accommodates different cultures and health beliefs. 

• Committed to prompt and clear communication with both internal and external customers through timely response to phone calls, emails and other communications. 

• Seeks and provides guidance, and is a contributor to the organization’s performance and strategy and any teams or committees they are involved in.   

• Is respectful, kind and helpful when working with other staff to foster a positive and productive work environment. 

• Attends all mandatory staff meetings and completes assigned training. 

• Arrives at work on time and follows the required call-in procedures for attendance. 

• Meets targets related to the Key Performance Indicators established annually. 

Working Conditions/Physical Demands (Applicable to all Axis Employees) 

• Employees must occasionally lift and/or move 15 to 50 pounds.  Employees are frequently required to walk, sit, stand or kneel and occasionally required to climb or balance and stoop.  Must have ability to sit for long periods of time at computer.  

• Employees must be able to travel between Axis locations. Depending on the position, employee may also be expected to engage in occasional statewide and domestic travel.   

• Working in a healthcare organization lends itself to the possibility of exposure to communicable disease.  

• Noise level in the working environment is usually moderate. 

• Annual Flu immunization by November 1, annual TB Screening, complete de-escalation training, and BLS certification, as required for position.  

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their position.  

Miscellaneous Duties as Assigned (Applicable to all Axis Employees) 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.  

Qualifications

Credentials and Experience (education, license/certifications, experience 

Required: High School diploma or equivalent 

Preferred: 1 year customer service experience

Knowledge, Skills and Abilities 

• Must be organized and demonstrate the ability to follow guidelines. 

• Must demonstrate excellent interpersonal and communication skills to develop and maintain effective working relationships with all internal and external customers. 

• Must demonstrate the ability to follow the organization’s confidentiality and security rules. 

• Ability to understand and deliver excellent quality of care aligned with compliance of all contracts and requirements. 

• Ability to effectively communicate program needs and services to clinic leadership.  

• Ability to interact well and appropriately with staff and patients – in a professional, courteous and confidential manner. 

• Ability to work independently with minimal supervision; organize and prioritize workload, multi-task, and prioritize tasks in a fast-paced setting with frequent interruptions. 

• Ability to support team members to work together to accomplish projects, to organize and prioritize tasks, anticipate needs, adjust as necessary and to achieve organizational goals. 

• Ability to maintain composure and effective decision-making during crisis situations.  

• Demonstrates consistent professionalism, reliability, and accountability by arriving on time and prepared for scheduled shifts, maintaining dependable attendance, and following established call-out and notification procedures.  

• Ability to support employees with integrity, honesty and sensitivity while following organizational policies, procedures, and priorities.  

• Ability to communicate job-related information to individuals and small groups. 

• Demonstrate skills in creating a cohesive teamwork environment and a culture of accountability, customer service and fiscal responsibility in day-to-day operations. 

• Knowledge of healthcare and community systems and be adaptable and resilient about change. 

• Demonstrate independent judgment and action that recognizes their role and responsibilities in representing the values and mission of Axis. 

• Ability to absorb and understand basic insurance benefit information to work with patients to resolve insurance related issues. 

• Knowledge and ability to operate standard office equipment including scanner, computer, calculator, copy machine, fax, and multi-line telephone.  

• Working knowledge of Windows based computer applications including MS Word, MS Excel, MS Outlook, and ability to access the internet.  

• Ability to take on additional duties when necessary and/or as requested. 

• Ability to travel as needed.