Patient Experience Advocate

Responsibilities

• Spanish/English language interpretation for Providers and Patients via video conference, phone and written communications such as email
• Answer inbound/place outbound calls in Spanish and English to patients
• Answer incoming calls for the practice in a polite and professional manner, following department Customer Service guidelines
• Conduct all calls with patience, empathy and understanding while using sound judgement, especially with upset callers
• Act as a liaison between the patient and their Care Team in clinic
• Absorb and communicate general practice information to patients such as directions, appointment confirmations, etc.
• Absorb and communicate patient information to Administrative Medical Assistants for medication refills, clinical questions, prior authorizations, complaints, etc.
• Ensure all messages are sent with the appropriate level of detail
• Follow all department processes and procedures as trained
• Enter insurance information and complete eligibility checks
• Place outbound calls to patients as needed for: scheduling, rescheduling, appointment cancellations and to correct any errors made by the employee
• Discuss practice policies with patients such as No Show, Cancellation, No Dr Transfer etc
• Absorb and communicate information to patients regarding downtime tasks such as mail processing, interpreter scheduling, voicemails, answering service message and additional tasks as assigned
• Communicate effectively and professionally with all internal customers such as Providers, Medical Assistants, front desk staff and Management

Qualifications

• Essential Ability to comfortably interpret between English/Spanish
• 1+ year of Call Center or relevant administrative experience
• 2+ years of Customer Service experience
• Written and verbal communication skills
• Interpersonal skills
• Basic email/Microsoft office/computer skills
• Desirable Customer service in a health care setting preferred
• Basic HIPAA knowledge
• 2+ years call center experience, especially in a health care setting