Front Desk Associate

Anne Arundel Urology is currently looking for Front Desk Patient Experience Ambassadors for our offices in Annapolis, Bowie, Glen Burnie, Greenbelt and Odenton.

The primary focus of this role is to provide exceptional customer service by creating a trusting and positive relationship with patients, colleagues, and our management team. The Patient Experience Ambassador will be working at the Front Desk and be responsible for meeting and greeting our patients, checking them in/out, and ensuring that the flow is managed within the waiting area. The Patient Experience Ambassador will work closely with the care team to ensure that each patient is processed in a timely manner and that wait times are kept to a minimum.

This role requires that you perform routine administrative duties which include, but are not limited to, preparing correspondence, acknowledging patients/visitors, scheduling appointments, answering phones, obtaining signatures, updating information in Electronic Health Records (EHR) systems, mentoring/training new staff, and responding to inquiries and requests.

Essential Functions:

1.) Creates and maintains documentation, collecting and verifying relevant demographic, insurance, and/or financial information.

2.) Interacts with patients and colleagues, by telephone, email, EHR portal messages, or in person.

3.) Listens, documents, and supports requests to meet individual patient needs - including sharing with relevant team members of the care team.

4.) Facilitates communication of internal and external inquiries, requests, questions, and complaints; with timely follow-up documenting conclusions/outcomes.

6.) Collects, verifies, documents, and maintains information across multiple computer systems.

7.) Supports an environment of diversity, equity, inclusion, and belonging through respect, empathy, professionalism, tact, confidentiality, etiquette, and multi-culturally informed courtesy.

8.) Actively maintains and appropriately applies knowledge of organizational practices, policies, and procedures to ensure high-quality, efficient, and effective completion of responsibilities.

9.) Demonstrate adherence to company policies and expectations and behavioral competencies, both explicit and implicit.

10.) All tasks, projects, and/or duties as assigned and authorized, which are congruent with the role, as determined by Human Resources and Direct Supervisor (or designated delegate).

Skills and Abilities

• Fluent in English – (bilingual is an advantage)
• Customer Service Skills (empathy, kindness, solution-focused problem solving, respect, consideration, etc.)
• Organizational / Time Keeping skills
• Focus and Attention to Detail
• Microsoft Office Suite programs
• Telephone and Email Skills
• Experience with Allscripts/Veradigm software is a plus!
• Experience with Phreesia software is a plus!

Hours of Work

Full Time: Monday – Friday - 40 Hour week with variable shift pattern.

Benefits Include: Paid Holidays, PTO, Health Insurance, and Uniform (supplied)

Requirements:

Education:

• High School Diploma or GED, Required
• Associates Degree in Hospitality, Business, Communications or Related Field; Preferred

Min Experience:

One year experience in service, customer- or patient-facing role, Required

One year of work experience in a point-of-access, scheduling, and/or Call Center; Preferred

Travel:

Patient Experience Ambassadors are required to travel between work locations based on departmental and organizational needs. Reliable transportation is required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.