Experience Specialist

Customer Service Smile and greet patients, families, and visitors with a warm welcome, proactively communicate with the patient which includes listening with empathy and intent to understand and provides patients and families opportunities to ask questions. Collaborate with and report patient/family concerns to appropriate team members as needed and assist with resolution of concerns. Consults with members of the healthcare team and provides updates and other information to patients and families. Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party. Make, cancel, and reschedule patient appointments maintaining appointment schedule according to office procedure. Support all digital communication to patients with the highest level of service and professionalism, while remaining compliant with regulations and documented processes. Individuals will be responsible for helping deliver timely and accurate information to ensure a positive patient experience. Gather, verify, and enter demographic and insurance information on new and established patients necessary for completion of electronic health record and insurance claim processing at each patient visit on patient accounting system. Assist with proactive charge capture along with billing accuracy for providers and patients. Collect payments, issue receipts, and reconcile daily receivable activity to prepare for daily deposits. Open and/or close the clinic following specified guidelines of individual clinic. Collaborates with appropriate support services to ensure the environment is clean and welcoming. Demonstrates effective and caring communication skills and telephone techniques and etiquette. Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences. Administrative/Clerical Support Work independently and responsible for timely completion of assigned functions. Be aware of what is happening in the clinic department and the organization by attending clinic/department meetings, reading emails and regularly checking information on the organization's intranet site. Maintain regular and consistent attendance at work. Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines. Maintain compliance with Personnel policies and procedures. Monitor environmental conditions to secure protected health information. Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures. Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations. Balance team and individual responsibilities; be open and objective to other's views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests. Perform other duties as requested by Clinic Administrator to facilitate the smooth and effective operations of the office. Experience Specialists reflect a commitment to Carle Health's values and play a vital role in the experience of our patients, families and visitors. As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between patients/families/visitors and members of the health care team to address questions, provide non-medical information and to simply help patients/families/visitors navigate their healthcare experience.