WC- Patient Experience Coordinator

Our internU team is seeking an Entry Level Patient Experience Coordinator.

Job Responsibilities:

Departments:

1. Scheduling
2. GI
3. Neurosurgery
4. OBGYN
5. Radiology
6. Care Coordinate Extender

Primary Function:

• Provide physician and service referrals and appointments and to schedule outpatient radiology appointments. 
• Collect all patient demographics and complete a full registration in EPIC for every patient that is scheduled.
• Excellent customer service, insurance knowledge and attention to detail are key competencies to ensure the accuracy of the patient’s medical record and a positive customer experience.
• Room to grow in other areas within the Radiology Department (Reading Room and Film Library)

Responsibilities:

• Demonstrate ability to navigate Call Center Software (Kyruus), EPIC, and telecom equipment (Genesys).
• Gain knowledge of physician or radiology scheduling processes to ensure accurate and appropriate physician/service referrals/appointment and scheduling of all outpatient services/exams.
• Complete a full patient registration including collection of all patient demographics, guarantor data and insurance eligibility and benefits.
• Provide excellent customer service to each caller including consistent use of customer service/telephone standards.
• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Will document all calls in appropriate software.

Additional Responsibilities and Competencies:

• Accurate and consistent tracking of ad campaigns. Will ask on each call and follow PC reminders and prompts
• Appropriate greeting for each line including identify self
• Ask which hospital affiliation or location patient prefers.
• Always offer to schedule an appointment to drive growth
• Adhere to schedule (lunch, breaks, shift starts) and attendance policies.
• Direct patient access issues and concerns to Manager or Director.
• Consistent use of references and software prompts to enable accurate scheduling.
• Accurate registration of callers and classes, screenings, and special events.
• HIPAA guidelines should be followed on all patient encounters.
• Meet daily call volume ad quality metrics
• Complete outbound scheduling calls from the Radiology work-queues
• Handling of service requests via web appointment request form.

Required Skills:

• Superior Customer Service and Telephone skills
• Ability to type and use a computer
• Experience in a Healthcare Environment or Appointment Scheduling
• Insurance knowledge, sound judgement, critical thinking, pleasant telephone voice.

Preferred: Bachelors degree in related industry