Patient Experience Specialist (0003P, S0214

Position Summary

The Patient Experience Specialist is responsible for providing exceptional front‑line customer service to Axis Health System patients, staff and all others contacting Axis Health System by performing a variety of administrative tasks in different areas of the clinic. The patient experience specialist is the first point of contact through various mediums including in person, on the phone, and through electronic communications.

The Patient Experience Specialist facilitates the patients’ process at the health center from arrival to departure and ensures that the organization’s commitment to whole person, individualized care is evident in each patient’s experience. The essential duties depend greatly on specific location and clinic services including primary care, oral healthcare, and behavioral health services.

• Provides coverage for designated clinics and/or offices throughout the Axis Health System regions.
• Provides greeting, check‑in, demographic data entry, payment collection and completion of all necessary paperwork for patients.
• Responsible for overall patient registration, distributing enrollment packets, patient screenings, payment collection, scanning records, and creating new charts.
• Ensures insurance information is entered correctly into Electronic Health Record (EHR) and sliding fee processes are adhered to including fee collection and insurance verification.
• Maintains a positive and cooperative attitude in dealing with patients, co‑workers, and supervisors. Willingness to provide exceptional customer service with ability to look for improved ways to serve patients and create efficiencies.

High school diploma or equivalent. Minimum one year of customer service experience. Previous work experience in a medical or dental clinic is preferred.

• Knowledge and ability to operate standard office equipment including scanner, computer, calculator, copy machine, fax, and multi‑line telephone.
• Working knowledge of Windows based computer applications including MS Word, MS Excel, MS Outlook, and ability to access the internet.
• Ability to be helpful and sensitive to the needs of all employees while concurrently respecting corporate policies and procedures.
• Interpersonal and communication skills to develop and maintain effective working relationships with all internal and external customers.
• Ability to communicate job‑related information to individuals and small groups.
• Ability to work independently with minimal supervision; plan own work schedule effectively and multi‑task and prioritize in a fast‑paced setting.
• Ability to multi‑task, organize and prioritize workload in a sometimes hectic environment with frequent interruptions.
• Ability to concentrate in sometimes hectic and stressful settings.
• Ability to read and understand written materials.
• Ability to absorb and understand complicated insurance benefits information and work with patients to resolve authorization issues.
• Must regard work as confidential.
• Knowledge of dental and medical terminology.
• Professional work ethic.
• Must have current driver’s license, qualify for commercial vehicle insurance, and maintain a driving record that allows insurability with Axis Health System’s insurance agency.
• Occasional travel required.
• Ability to take on additional duties when necessary.

• Annual flu immunization.
• Annual TB screening.
• De‑escalation training within 90 days of hire.
• BLS certification required within 90 days of hire.

Employee must occasionally lift and/or move up to 15 pounds. Frequent requirements include walking, sitting, standing, kneeling, climbing, balancing, and stooping. Must be able to sit for longer periods at a computer. Employee must be able to travel between Axis Health System locations. Possible exposure to communicable disease. Noise level generally moderate. Reasonable accommodations may be made for individuals with disabilities.

• Medical: HDHP or PPO;
  Health Savings Account.
• Dental;
  Flexible Spending Account.
• Vision;
  Dependent Care Account.
• Life Insurance.
• Short Term Disability.
• Pet Insurance.
• Long Term Disability.
• 401(k) offering up to 4% match.
• College Invest plans.
• Annual Wellness Benefits.
• Professional development benefits.
• Three weeks of All Paid Leave (APL) for first 2 years with full‑time employment.
• Loan Repayment Programs.
• Personal Days.
• 9 Company Paid Holidays.

Hourly: $20.00 - $21.05 per hour. Includes a $2.50 locale differential at Durango worksites and considers preferred experience and preferred education described above.