Patient Communications Specialist

Job Tasks

• Serve as the primary point of contact for patient inquiries via phone, email, patient portals, or in person.
• Provide accurate and timely information regarding appointments and general services.
• Cook up coordination with clinical and administrative staff to resolve patient concerns and ensure follow-up.
• Schedule, confirm, and reschedule appointments using the EMR.
• Document all patient interactions in accordance with HIPAA and organizational policies.
• Escalate complex issues to appropriate departments while ensuring continued communication with the patient.
• Monitor patient feedback channels and assist with service recovery when necessary.
• Support internal communication efforts to improve patient engagement and satisfaction.
• Attend staff meetings.
• Manages time efficiently.
• Completes all mandatory training.

Quality & Customer Satisfaction

• Demonstrates commitment to superior patient and family experience.
• Collaborates with others to coordinate care, resolve concerns, and address the needs of patients and family members.
• Prioritizes safety by taking initiative to identify and eliminate risks.
• Respects and considers patient rights to privacy by complying with all HIPAA guidelines.

Interpersonal Skills

• Communicates professionally and appropriately.
• Builts strong working relationships.
• Identifies, analyzes and solves problems.

Requirements

• High school diploma or equivalent.
• Prior medical experience preferred.
• Knowledge and/or prior experience with insurance verification and patient accounts preferred.
• Working knowledge of computer applications.
• Prior experience with EMR preferred.
• Ability to speak, read and write effectively.
• Demonstrates proper telephone etiquette.
• Ability to work independently without direct supervision.
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines, in a detail-oriented manner.

Machines & Equipment Used

• General office equipment such as telephone, copy machine, fax machine, scanner, personal computer.

Working Conditions

• Indoor, temperature controlled, smoke-free environment.
• Exposure or potential exposure to blood and bodily fluids may be required.
• May at times work under stressful situations.
• Handicapped accessible.

Physical Requirements

• Good visual acuity and ability to verbally communicate.
• Ability to lift, lower, push, pull, and retrieve objects weighing a minimum of 25 pounds.