Patient Experience Representative

Description

The Patient Experience Representative is a position requiring excellent customer interaction skills. It is one the first points of contact with Elite DNA Therapy. The Patient Experience Representative is primarily responsible for contacting, interviewing and assisting patients in completing their New Patient paperwork prior to their appointments. This includes obtaining medical and surgical history.

The person in this role must be committed to delivering the highest quality service with an exceptional patient experience. It requires excellent verbal and customer service skills.

Requirements

Contact patients via telephone prior to their scheduled appointment

Interview patients over the telephone to obtain a complete and accurate medical history

Complete all patient phone call assignments as assigned

Re-schedule patient appointments via telephone calls and written notification to patients

Screen and route patient calls to other departments

Ensure accurate registration, appointment scheduling, and follow-up appointment scheduling

Pre-register and pre-certify patients accurately and in a timely manner

Ability to work flexible hours as needed

Other duties as assigned

QUALIFICATIONS & REQUIREMENTS:

Exceptional phone etiquette and manner

Positive attitude with excellent customer service mindset

Excellent interpersonal and communication skills

Interested in working with people with a strong desire to resolve problems

Knowledge of electronic medical record (EMR) preferred

Ability to apply knowledge of office procedures and carry out tasks accordingly

Ability to utilize the EMR system effectively

Be a self-starter with attention to detail

Focused team player

Must be flexible, organized, and function well under pressure

Bi-lingual English/Spanish is a plus

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE:

Minimum of a High School Diploma and 1 – 2 years of experience in customer service

Previous experience in a medical practice desired but not required