Office Assistant/Member Experience Specialist

The Member Experience Specialist at Frontier Pediatric Care clinic plays a crucial role in ensuring that patients have a positive and seamless experience throughout their interactions with the clinic.

Responsibilities include but are not limited to:

• Warm Reception: Greet patients warmly as they arrive at the clinic, creating a welcoming atmosphere and ensuring they feel valued from the moment they walk in. Provide personalized attention to each patient, addressing their individual needs and concerns with empathy and compassion.
• Answering Inquiries: Handle phone calls, emails, and in-person inquiries promptly and professionally, providing accurate information about clinic services, appointments, and policies.
• Patient Onboarding: Guide new patients through the onboarding process, explaining the DPC model, membership benefits, and assisting with paperwork.
• Member Relations: Serve as the primary point of contact for members, addressing inquiries, resolving concerns, and providing exceptional customer service.
• Appointment Scheduling: Manage appointment scheduling for members, ensuring availability and accommodating urgent requests promptly.
• Billing and Membership Management: Assist members with billing inquiries, process payments, and manage membership renewals and cancellations.
• Healthcare Coordination: Coordinate referrals to specialists, assist with prescription refills, prior authorizations, and follow up on lab results or other diagnostic tests as needed.
• Feedback Collection: Gather feedback from members about their experiences with the clinic, identify areas for improvement, and communicate suggestions to the clinic management team.
• Community Engagement: Assist with organizing events or educational sessions for members and the community to foster a sense of community, promote wellness initiatives, and prospect new members.
• Technology Support: Assist members in navigating the clinic's patient portal or other digital platforms for accessing medical records, scheduling appointments, or communicating with healthcare providers.
• Compliance and Privacy: Ensure compliance with healthcare regulations such as HIPAA and maintain the confidentiality of patient information.
• Quality Assurance: Monitor and maintain service quality standards, ensuring that members receive timely and appropriate care.
• Emergency Response: Handle emergencies or urgent situations calmly and efficiently, liaising with healthcare providers or emergency services as necessary.
• Maintaining Cleanliness and Organization: Keep the front office and clinical area clean, tidy, and well-organized to create a professional and inviting environment for patients.

By fulfilling these responsibilities, a Member Experience Specialist contributes to the overall satisfaction and well-being of members within the direct primary care clinic.

Our ideal candidate will possess the following skills, experiences, and personality traits:

• High school diploma or equivalent
• 3+ years customer service experience required
• 2 years experience in healthcare preferred
• Strong communication and interpersonal skills
• Empathy and compassion
• Ability to remember faces and names
• Strong organization and problem-solving skills

Please do not call the office regarding your application.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 32 – 40 per week

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Ability to Relocate:

• Lincoln, NE 68516: Relocate before starting work (Required)

Work Location: In person