Font Desk/Experience Specialist- Carle First Care Peoria

Position Summary

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.

Qualifications

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

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

Essential Functions

Customer Service

• Open and/or close the clinic following specified guidelines of individual clinic.
• Answer telephone calls in a clear, courteous, caring, calm and professional manner.
• Support all digital communication to patients with the highest level of service and professionalism, while remaining compliant with regulations and documented processes.
• Make, cancel, and reschedule patient appointments maintaining appointment schedule according to office procedure.
• 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.
• Demonstrates effective and caring communication skills and telephone techniques and etiquette.
• Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party.
• Collaborates with appropriate support services to ensure the environment is clean and welcoming.
• Consults with members of the healthcare team and provides updates and other information to patients and families.
• 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.
• Individuals will be responsible for helping deliver timely and accurate information to ensure a positive patient experience.
• Interacts with patients, families, visitors, and team members in a positive and supportive manner with sensitivity to cultural differences.
• 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.
• Collaborate with and report patient/family concerns to appropriate team members as needed and assist with resolution of concerns.

Administrative/Clerical Support

• Monitor environmental conditions to secure protected health information.
• Maintain compliance with Personnel policies and procedures.
• Maintain regular and consistent attendance at work.
• 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.
• Perform other duties as requested by Clinic Administrator to facilitate the smooth and effective operations of the office.
• 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.
• Maintain compliance with CLIA, OSHA, Safety and Risk Management guidelines.
• Work independently and responsible for timely completion of assigned functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: [email protected].

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.