New Patient Scheduler And Brand Ambassador/ Operations Coordinator

Full Potential HRT Clinic provides Portland, OR , Renton WA and Bellevue WA, with unrivaled state-of-the-art comprehensive hormone replacement therapy (HRT), as well as revolutionary treatments for weight loss, regenerative joint health, aesthetics and sexual dysfunction treatments for men and women.

Our Values are what drive us forward. They provide the framework for making decisions like who we hire, who we promote and how we get things done! We value integrity, excellence, transparency and accountability.

Life at Full Potential HRT Clinic - We create an environment where great people can do great work. Everyone at Full Potential HRT Clinic is encouraged to bring their best selves to work, and are given the resources and opportunity to realize their own personal success. We believe in collaboration, camaraderie and collective hard work without egos or pretense. Our culture fosters an environment that rewards employees based on merit and performance, not tenure. What’s more, we have a respect for the commitments we all have outside of work and the trust and flexibility to attend to them.

We are seeking a like-minded individual who is excited to nurture an inclusive environment and who will add to our incredible culture. In addition, someone who embraces integrative health care and the merging of conventional and complementary medical philosophies to provide the best care possible to all patients regardless of cultural, racial, ethnic, sexual, and spiritual background.

About the position

This position is the initial point of contact for patients to Full Potential HRT Clinic . They are the face and voice of Full Potential Clinics’. The incumbent is motivated to create the ideal patient experience while actively endorsing the Full Potential brand. This position supports Full Potential Clinic Operations with selling our brand and services to new and existing patients and provides overall New Patient schedule coordination for patients and providers; serving as their primary point of contact for all scheduling needs, New Patient appointments and canceling patient memberships. The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process at Full Potential HRT Clinics’ . This is a sales related position.

This position is responsible for all aspects of New Patient scheduling related to Full Potential patients. The incumbent will coordinate New Patient scheduling from the point of initial contact through the appointment creation. They will be responsible to collect required information including intake information, deposits,membership agreements, recurring billing and cancelation paperwork. They will be responsible for ensuring that the patient is scheduled accurately and in a timely manner.

This position will spend 80% of their time on phones and/or other types of communication including EHR . This position requires high level attention to detail while providing the highest level of service to our patients, clinical team, and colleagues. This position is not available for remote work, it is in person directly to interwork with patients and staff.

This person needs to be flexible, able to function well in a fast-paced environment and have great interpersonal skills. The ideal candidate will perform routine clerical and administrative functions with efficiency, accuracy and discretion.

This is a 40+ hr/wk position

Work Schedule

Monday-Friday Variable schedule from 8am -6pm depending on patient needs and clinic schedule.

Essential Functions/ Major Responsibilities

New Patient scheduling

• Receive incoming phone calls
• Work the referral and new prospective patient queue to schedule New Patients within 4 business hours of initial request.
• Assess the patients needs and provide information on the services provided by Full Potential Clinics
• Schedule patient appointments following protocols
• Monitor New Patient list and call logs
• Communicate with other departments and to achieve optimal care coordination for patients
• Consistently answer telephones in a timely manner and within defined standards
• Obtain, verify and input all information accurately into appropriate EHR system
• Clearly and thoroughly document any and all actions taken based on department protocols
• Communicate with Executive Director and Office Manager if the established expectations cannot be met in timeframes given
• Create and send New Patient packets for scheduled appointments
• Create New Patient charts/encounters in EHR
• Create and submit medication orders for patients

Patient Satisfaction

• This position is a key contributor to patient satisfaction initiatives with the Full Potential Clinics. This position has a direct effect on patient experience metrics.
• Resolve patient inquiries or escalate to higher levels for solution
• Escalate all complaints to the Office Manager utilizing the established chain of command.
• Demonstrate courteous and professional behavior when dealing with patients/staff at all times
• Manages a positive patient experience at all times

Customer Service

• At all times must exemplify high quality customer service to both external customers as well as internal customers that meets or exceeds the service standards as set by Full Potential. This duty includes prompt and professional communication efforts, high level conflict resolution, flexible coverage of internal service needs, continuous application of process improvement methods and skills, crisis management, & developing a standard complaint process for process improvement.

Patient interactions:

When needed to support the Clinic Operations team, depending on schedule may also:

• Checking in on patients including gathering patient information, collecting payments, creating new charts
• Checks out patients to include addressing any additional patient concerns or needs.
• Schedules all patients within provider guidelines.
• Answers telephone and triages calls to determine urgency; transfers and/or leaves messages for staff and follows-up on telephone inquiries; direct callers to other providers, staff or departments when appropriate.
• Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees.
• Maintains efficient patient care flow through a team approach by planning and implementing customer and staff scheduling in conjunction with clinical staff leadership.
• Monitors missed appointments and handles per protocol.
• Completes opening and closing responsibilities consistently and timely
• Responds to correspondence as appropriate, by telephone and/or in writing.
• Maintains organized work area.
• Maintain accurate patient files and ensure strict confidentiality in regards to patient accounts.
• Perform calculations to determine medication orders, and submit using established guidelines with electronic prescribing systems.

Operations

• Ensures compliance with HIPAA, OSHA, and confidentiality policies
• Recommends and develops new approaches, policies, and procedures to continually improve the efficiency of the practice and the services performed.
• Assist Executive Director and staff with administrative projects on a ad hoc basis
• Perform other duties as assigned

Job Type: Full-time

Pay: $52,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off

Healthcare setting:

• Clinic

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Weekends as needed

Work Location: In person