Patient Experience Specialist

The Patient Experience Specialist is responsible for providing coverage for administrative operations, including exceptional front line customer service, to Axis Health System (Axis) patients, staff and all others contacting Axis. The Patient Experience Specialist is often the first point of contact through various mediums including in person, on the phone, and through electronic communications. The Patient Experience Specialist provides administrative support to Axis staff, programs, and patients to support consistency in policies and procedures across the organization.

• Responsible for supporting the daily functions of the designated clinic(s) or office(s) including administrative operational efficiency, scheduling, maintain office supply inventory, compliance, and providing a superior patient experience.
• Provides in-person coverage for designated clinics throughout the Axis regions as needed.
• Greet patients and vendors that enter the building, ensure clear navigation and connection with appropriate staff
• Supports patient registration, patient screenings, scanning records, and creating new charts when needed
• Responsible for maintaining a centralized scheduling process including setting patient appointments, and maintaining all scheduling protocols for medical, dental, and/or clinical staff.
• Supports operational goals and benchmarks specific to revenue cycle, patient scheduling, and other front office functions.
• Supports patients’ access to care by ensuring insurance information is entered correctly into Electronic Health Record (EHR) and Sliding Fee processes are adhered to.
• Supports revenue cycle management processes with accurate documentation, collection of patients past due fees, or coordination of scheduling payment plans when appropriate.
• Ensures that applicable cash drawers are reconciled daily, including accurate entry on Cash Reconciliation form and that deposits are taken to the bank daily.
• Ensures that cash collection processes are maintained according to the established policies and procedures including accurate copay collection.
• Adheres to medical records standards and quality assurance and compliance requirements.
• Reports immediately, any adverse critical incidents, suspected HIPAA breaches or compliance violations, according to contract requirements, regulations and Axis policies.
• Attends required meetings and training, including daily huddles in support of clinical operations.
• Supports the implementation of appropriate workflows, documentation, data collection and reporting to provide effective communication to operations leadership.
• Establishes and maintains effective, collaborative working relationships with the organization’s leadership, providers, peers, other staff, and the public.
• Apply conflict resolution skills and apply solution focused processes including timely escalation of issues and concerns to supervisor to resolve challenges and obstacles to performing assigned tasks.
• Organizes, coordinates, and prioritizes time and resources to improve efficiency and overcome obstacles.
• Comply with all applicable laws and regulations and perform responsibilities in accordance with a strong code of ethics (honest, lawful, fair, and with integrity).
• Responsible for meeting all established deadlines for assigned roles, responsibilities, projects, or staff assignments.
• Maintains a positive and cooperative attitude in dealing with patients, co-workers, and leadership.
• Willingness to provide exceptional customer service with ability to look for improved ways to serve patients and create efficiencies.
• Prote…