Patient Experience Coordinator : Description

Distinguishing characteristics of work

The role of the Patient Experience Coordinator is to build trusted relationships with members across UniVida Medical Centers health care life cycle. This is done by assisting members with their customer service needs, educating members about management of their health and well-being, and owning customer service inquiries through to resolution to ensure membership retention.

Example of Duties

Customer Service

• MUST be expert at UniVida Medical Centers services and identify any prospects/member’s needs.
• Works closely with other team members and management to develop/maintain/deepen brelationships with our patient, ensuring that all efforts are directed towards the growth and retention of existing and future members.
• Performs insurance Verification of benefit coverage on all of patient’s insurance plans for each service being provided.

Retention

• Primary focus is to retain active members and reinstate inactive members, while providing a positive member experience.
• Responds and resolves members inquiries and resolves service complaints fairly and effectively in a timely manner, according to processes and procedures and collects related data.
• Conducts member satisfaction calls and acts as member advocate to resolve questions or concerns.
• Establishes effective working rapport with medical centers personnel (providers and administrative staff).
• Coordinate and follow up as needed any member situation for disenrollment with the Enrollment Department, Customer Service and Marketing staff. Responsible to follow up with disenrolled members and document all communication via a phone survey for reasons that caused the member to withdraw the membership with UniVida Medical Centers.
• When receiving the disenrollment data of each plan, call to try to recover the members according to their needs.

Overal

• Manage outbound calls in a professional manner and according to productivity and quality standards.
• Follow up with all patients who attended their medical appointments including specialists to obtain feedback.
• Work together with all Benefit Coordinators, to call all patients enrolled every day.
• Verify Benefit Coordinator has created the patient chart with the correct information under ECW and UDA together with the patient first appointment and courtesy appointment.
• Call the registered members as a welcome call, remind them of their courtesy appointment and new patient appointment as well.
• Demonstrates adherence to all company, state, and federal policies, laws, and regulations including HIPAA.
• Conducts telephone conversations in a polite manner and ensures accurate information is exchanged and members are satisfied.
• Follow policies and procedures to ensure meeting and/or exceeding overall performance standards in all internal platforms (OPA, AOS, ECW (EMR). Meet departmental standards for production and quality.
• Ability to adapt and work on new projects as assigned, reporting activities and results in a timely manner. Identify new methodologies for efficiency in inventory management and department workflows.
• Must be organized and be able to work multiple campaigns at the same time and pull the correct campaign script based on the connected call.
• Follow chain of command as appropriate when reporting issues or concerns.
• Promote a positive attitude and a cooperative work environment.
• Perform ADHOC duties and responsibilities as required, assigned, or requested.
• Adherence to all organizational and departmental compliance and regulatory policies, procedures, and workflows (i.e., timely submission of time sheets and expense reports). Follow all policies and procedures.
• Escalate issues to Team Leads when appropriate.
• Meet departmental standards for schedule adherence.
• Participate in training and self-development opportunities when appropriate.
• Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses.
• This position is full-time (40 hours/week) Monday-Friday to start. As UniVida Medical Centers expands their network employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours (Monday-Friday, 8:30am-5:00pm). It may be necessary, given the business need, to work occasional overtime.
• Perform other responsibilities as assigned by the Manager.

Minimum training and experience

• High School Diploma/GED.
• 1+ years of customer service experience.
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to multitask with multiple applications and monitors.
• You will be asked to perform this role in an office setting or other company location.
• 6+ months of experience working with confidential and sensitive information.
• 6+ months of experience with clerical and administrative functions.
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. Experience with Microsoft Excel (saving, reading, and editing spreadsheets).

Telecommute (Remote) Requirements (If Needed)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable).
• Must live in a location that can receive a UniVida Medical Centers approved high-speed internet connection or leverage an existing high-speed internet service.

To apply for the Patient Experience Coordinator position, please fill out the following form: