Job Description

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, the Experience Specialist creates 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.

EDUCATIONAL REQUIREMENTS

H.S. Diploma/GED in High School or Vocational School graduate

ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.

SKILLS AND KNOWLEDGE

• Ability to demonstrate strong customer service skills.
• Ability to effectively enter information into a variety of computer programs.
• Ability to understand and apply guidelines, policies, and procedures.
• Ability to interact effectively with physicians, health care team members, individuals, and members of their support systems.
• Ability to communicate effectively with people of diverse professional, education, and lifestyle backgrounds.
• Writes, reads, comprehends, and speaks fluent English.
• Multicultural sensitivity
• Microsoft Office - basic computer skills.
• Customer/patient focused.
• Critical thinking skills using independent judgment in making decisions.

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.