Front Desk Patient Experience Lead

About Us

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism, and compassionate care. Our physicians and staff share our passion for patient-centric care and are knowledgeable, skilled, and empathetic to our patients’ needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys, and feedback. Our commitment to patient care includes investing in our employees through ongoing continuing education and training.

Responsibilities

• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times and any needed documentation (e.g., insurance cards, copays, existing patient balances).
• Ensures smooth patient registration by performing all needed pre-registration tasks.
• Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Anticipates patient’s registration and billing needs, as well as other needs such as water and snacks.
• Provides consistent customer care.
• Demonstrates a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
• Provides general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Ensures accurate record-keeping and documentation with strong attention to detail.
• Participates in all required trainings and employee engagement activities.

Requirements

• At least 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience.
• One of the following certifications may be obtained in lieu of experience: Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS). Certification must be passed on to the local management team.
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrate a comprehensive knowledge of all daily front desk duties, signed off by your regional Training and Development Leader.
• Proactive in keeping others informed, asking for help when needed, and bringing challenges or concerns to leadership.
• Drive for results by striving to improve the patient experience through continuous improvement and going above and beyond for optimal outcomes.
• Focus on efficiency by utilizing technology, innovation, and process improvements.
• Teamwork by participating as a team member and establishing strong working relationships with teammates and across the organization.
• Celebrates change by being receptive to new ideas and responding to changes with flexibility and optimism.
• Forward-thinking attitude by considering how actions and behavior influence or affect others and how this will impact future growth in the company.
• Continues learning and improvement by acknowledging strengths and development needs and working to strengthen capabilities.

Skills

• Patient Experience: Understanding and anticipating patient needs, proactively striving to exceed expectations, and providing ongoing education and communication.
• Proactive: Keeping others informed, asking for help when needed, and bringing challenges or concerns to leadership.
• Analytical mind: Capable of out-of-the-box thinking to solve problems.
• Professionalism: Displaying cautious, helpful, and ethical behavior while maintaining composure under difficult and challenging circumstances.
• Excellent Communication Skills: Both written and verbal, with a focus on active listening to better understand the needs of coworkers and patients.
• Drive for Results: Striving to improve the patient experience through continuous improvement and going above and beyond for optimal outcomes.
• Focus on Efficiency: Utilizing technology, innovation, and process improvements to continuously enhance efficiency and effectiveness.
• Teamwork: Participating as a team member and establishing strong working relationships with teammates and across the organization.
• Celebrates Change: Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude: Considering how actions and behavior influence or affect others and how this will impact future growth in the company.
• Continues Learning and Improvement: Acknowledging strengths and development needs and working to strengthen capabilities.
• Ownership Skills:
  • Fostering a positive workplace environment that encourages accountability, collaboration, and transparency.
  • Self-awareness of learning style and personality traits, focusing on strengths rather than weaknesses.
  • Taking pride in work by asking questions when needed, providing feedback, and completing job tasks in a timely manner.
  • Aligning job responsibilities and projects with the company’s goals and mission.
  • Taking proactive measures in daily work to anticipate problems and develop solutions.
  • Asking for clarification when needed.
  • Working in an organized and structured environment to minimize stress during busy workdays.
  • Confidence to express ideas and solutions during meetings or projects.
  • Openness to other employees' opinions and feedback.
  • Establishing performance goals and aligning personal interests and career aspirations with new tasks and responsibilities.
  • Offering solutions to problems rather than presenting issues.
  • Asking for constructive feedback regarding job performance.
  • Sharing responsibility for actively maintaining "workload items" for clinical and support buckets.
• Proficient with Microsoft Office Suite or related software.
• Excellent organizational skills and attention to detail.

Physical Requirements

• Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Repetitive motion involving substantial movements of the wrists, hands, and/or fingers.
• Close visual acuity to perform activities including viewing a computer terminal, extensive reading, and interpretation.
• Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.
• Must be able to be stationary for prolonged periods of time.
• Must be comfortable working and interacting with large groups of people daily.

Cognitive Requirements

• Executes tasks independently.
• Learns and memorizes tasks.
• Maintains concentration/focus on tasks.
• Performs tasks in a demanding environment requiring multitasking and prioritizing work.

Benefits

• Generous PTO allowance
• Holiday Pay
• Health, Dental & Vision insurance
• Life Insurance
• Short-term disability
• Long-term disability
• 401k with discretionary match
• Uniform Allowance (clinic only)
• Professional Development

Pay

Pay Range: $18/hr - $23/hr. Actual compensation offered will be based on factors such as experience, qualifications, existing certifications, skills, internal equity, and business needs.