Patient Experience Specialist

POSITION TITLE: Patient Experience Specialist

REPORTS TO: Patient Services Manager

SALARY RANGE: $26.82 $32.01 hourly

Job Summary:

The Patient Experience Specialist is responsible for conducting monthly outreach to newly eligible SRCH patients by inviting them to initiate their health care at one of our campuses. This position will have a vital role in ensuring established patients have the correct entity, location, and provider assignment and avoid any barriers that may arise due to assignment errors. The Patient Experience Specialist will also support the Quality Improvement team in outreach efforts to contact and schedule patients who may be due for quality improvement measures.

Duties and Responsibilities:

• Provide patient outreach by partnering with the Quality Team to complete payor required New Patient outreach attempts, which may include but not limited to, text campaigns, mail brochures, and/or patient phone calls.
• Assist the Quality Team with payor QIP Measure reports that include services for mammogram, colorectal cancer screening, or other quality measures determined by payors.
• Register new patients, obtain personal, financial, and other required information. Complete patient information and demographic information fields in electronic medical record.
• Ensure correct provider and location assignments.
• Connect uninsured community members with our Access Navigator Team to be screened and enrolled for health insurance coverage and report application status.
• Track and record patients’ response to outreach efforts, scheduled Access Navigator appointments, and application status.
• Initiate outreach attempts for patients that missed their initial health appointment.
• Assist patients with self-advocacy.
• Provide education and information to potential new patients about health center. This may include, but not limited to, calling patients assigned to SRCH, but who have not yet established care to schedule their initial appointment. Provide education and information to patients and families about payor reassignment process. Connect patients with the payor patient services line to facilitate the reassignment process when needed.
• Maintain a positive relationship with the payor Provider Relations Representative to share and troubleshoot any barriers/issues patients may encounter with provider reassignments, such as Payor changes in policy or processes.
• Stay current on the payor reassignment activities.
• Support internal teams with payor reassignment issues.
• Oversee patients transfer of care process by ensuring they complete an ROI Form and confirm patient’s re-assignment has gone into effect in the payor Online Service Website.
• Review and analyze patient responses and consider other methods if needed.
• Report back monthly productivity report to community partners.
• Enroll and orient patients to MyChart, or pertinent patient portal systems, to improve Patient Experience and access.
• Participate in periodic meetings and trainings.
• Follow all SRCH policies and procedures.
• Follow SRCH’s new patient scheduling guidelines and access.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education:

• High School diploma or GED required.
• Post-secondary education preferred.

Experience:

• Experience using electronic health records or client data systems strongly preferred.
• Bilingual Spanish and English preferred.
• Minimum 1 year experience of payor patient management preferred or equivalent experience.

Knowledge and Skills:

• Deliver excellent customer service by putting the patient first, speaking with them respectfully and kindly, and by doing their best to meet patient needs.
• Strong interpersonal skills; ability to be sensitive with persons of various social, cultural, economic, and educational backgrounds.
• Strong communication skills in English and Spanish (speak, read and write) required.
• Ability to maintain detailed logs of activity and status of insurance initial health appointments.
• Demonstrates knowledge of compliance issues within the community clinic environment.
• Demonstrates a willingness to report any incident that is unusual or incompatible with accepted clinic procedures.
• Ability and willingness to comply with HIPAA policies.
• Proficiency with Microsoft Office applications including Outlook, Word, Excel and PowerPoint.
• Strong organizational skills with ability to prioritize projects, work relatively independently, manage multiple tasks, and meet deadlines.
• Ability to work independently and as part of a team.
• Good judgment, problem solving and decision-making skills.

SRCH is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

Physical Requirements:

While performing the duties of this job, this position is frequently required to do the following:

• Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time.
• Communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
• Give and follow verbal and written instructions with attention to detail and accuracy.
• Perform complex mental functions and basic arithmetic functions; collect, interpret, and/or analyze complex data and information.
• Vision: see details of objects at close range.
• Coordinate multiple tasks simultaneously.
• Reach forward, up, down, and to the side.
• Sit or stand for minimum periods of one hour at a time and come and go from the work area repeatedly throughout the day.
• Lift up to 20 pounds.
• Travel to other office and community locations.

SRCH provides reasonable accommodation for individuals with a physical or mental disability to apply for jobs and to perform the essential functions of their jobs unless it would cause an undue hardship.