Patient Experience Agent-Springfield Health Center FT/80

The Patient Experience Agent will demonstrate the ability to perform all front-end administrative duties to best meet the needs of our patients. The Patient Experience Agent consistently demonstrates excellence in customer service. The Patient Experience Agent will represent North Star Health in a positive, helpful manner. Commits to an acceptable level of availability. The Patient Experience Agent will be responsible for handling a large volume of inbound and outbound calls in a timely manner within a Call Center environment. The Patient Experience Agent will identify patient needs, research issues, resolve complaints, and provide solutions promptly and efficiently. The Patient Experience Agent will consistently demonstrate behavior that supports the Mission: "To connect with and care for our community so everyone may enjoy health and wellness.

• The Patient Experience Agent will demonstrate the ability to perform all front-end administrative duties to best meet the needs of our patients.
• Promptly answers incoming telephone calls professionally; makes outbound calls when needed. Voicemail, patient portal, and answering service messages will be returned promptly.
• Schedules patient appointments to promote patient access, utilizes departmental policies/templates, and maintains a steady flow of patients. Gives routine non-medical instruction in preparation for the patient's visit to the office.
• Triages phone calls for the immediacy of the problem and routes messages to the nurse or practitioner as appropriate. Takes complete messages with appropriate details according to the Telephone Triage During Business Hours Policy.
• Performs the indexing function in an organized, systematic manner to provide accurate placement and routing of chart documents.
• Other duties include patient recalls, appointment bumped lists, wait lists, sending and receiving faxes and patient mailings, and setting up reminder calls.
• Completes all PHI requests according to North Star Health policy.
• The Patient Experience Agent consistently demonstrates excellence in customer service.
• Greets patients in a polite, prompt, helpful, friendly, positive, and welcoming manner.
• Demonstrates interpersonal communication skills. Establishes eye contact, smiles, and uses a pleasant tone of voice. Is courteous and polite, speaks clearly, and listens carefully to clarify the patient's needs. If unable to help, find someone who can assist them.
• Maintains professional composure when met with difficult situations. Avoids personalization and attempts to de-escalate. Seeks or offers assistance when appropriate.
• The Patient Experience Agent will represent North Star Health in a positive, helpful manner. Commits to an acceptable level of availability.
• Ensures appropriate responses to patient, family, and co-workers' needs throughout the daily routine. Able to work under pressure, verbal ability to communicate information accurately. Virtue of patience is required.
• Maintains and enhances North Star Health's image throughout the daily routine.
• Is consistently available for scheduled shifts as needed.
• Covers team members time off and vacations.
• The Patient Experience Agent will consistently demonstrate behavior that supports the Mission of "To connect with and care for our community so everyone may enjoy health and wellness.
• Cross trains for all areas of Registration. Key concentration areas consist of registering patients and updating patients' information with each visit. (i.e., name, phone numbers, addresses, emergency contact, guarantor information, all current insurance information with the mailing address, phone number, eligibility, and all necessary FQHC required content). Collects co-pays and other patient-due balances.
• The Patient Experience Agent will be responsible for performing Patient Registration.
• Performs all other duties as assigned.

Experience

Minimum Required:

Experience working in a call center or customer-support role

Strong, active listening and verbal communication skills

Proficiency in problem-solving

Comfortable working in fast-paced environments

Ability to multitask and manage time effectively.

Computer literacy, including Microsoft Office

Experience working in a call center or customer-support role

Strong, active listening and verbal communication skills

Proficiency in problem-solving

Comfortable working in fast-paced environments

Education

High School Diploma

Special Skills

Ability to work independently or as part of a team. Positive attitude, adaptability, ability to multi-task, "can-do" approach.

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