The Lead Patient Experience Representative will be responsible for:

Customer Service

• Deliver positive, effective customer service to patients, families, visitors, providers, and staff.
• Greet, screen, direct, and register patients; respond to routine inquiries and resolve complex concerns.
• Collaborate with referring providers and practices to address complex patient issues.
• Manage escalated service concerns and scheduling issues; rotate to call center departments as needed.

Patient Registration and Financial Administration

• Verify and process patient demographics, insurance, payment, and referral information.

• Obtain and document insurance authorizations, referrals, and verifications.
• Collect and organize documentation for reimbursement, billing, and referrals; enter coding and treatment information as needed.
• Collect and reconcile patient payments, maintain accurate transaction records, and prepare deposits.
• Coordinate with Financial Counseling and support patient registration, admissions, and discharge processes.
• Collect required patient measurements and questionnaire responses in the electronic medical record (EMR), as assigned.

Scheduling and Patient Flow

• Schedule and confirm diagnostic tests, procedures, surgeries, and consultations.
• Monitor daily clinic schedules and coordinate patient flow with clinicians and supervisors.
• Prepare examination rooms, forms, records, and supplies as needed.
• Coordinate shift handoffs, team huddles, meetings, conferences, and departmental events.
• Manage calls and messages, prioritize urgent needs, and initiate emergency responses when necessary.
• Coordinate ancillary services and maintain medical records, office supplies, and equipment.

Leadership and Training

• Lead, prioritize, and delegate work to designated patient experience staff; monitor performance and provide coaching and feedback.
• Serve as a resource for departmental policies, procedures, systems, and administrative problem resolution.
• Assist with staff evaluations and disciplinary actions as appropriate.
• Support staff training and ensure team members are informed of changes to customer service standards, technology, policies, and procedures.
• Demonstrate strong problem-solving skills and assist colleagues in resolving complex issues.

Technology and Process Improvement

• Use phone systems, email, Microsoft Office, and clinical, scheduling, and billing applications.
• Assist patients and caregivers with patient portal enrollment and navigate multiple systems and visit types as required.
• Participate in departmental and organizational initiatives, support implementation of new processes, and promote continuous improvement.

Minimum Qualifications

• High school diploma required; Bachelor’s degree preferred.
• Minimum of two years of related healthcare experience.
• Experience with relevant computer applications, including Microsoft Office, Adobe, or Google applications.
• Strong customer service skills and experience.