Job Summary:
Establishes and maintains effective relationships with patients by scheduling appointments and responding promptly to their needs. Works with patient and clinical team to help facilitate and resolve patient experience issues through effective communication and problem solving.
Reports To: Patient Navigator Supervisor
Essential Functions/Position Responsibilities:
Acts as first point of contact (liaison) for all patient concerns.
* Listen to the issue
* Escalate to proper team member
* Track concerns and resolution times
* Identify patterns and escalate to supervisor
- Answers and directs incoming calls promptly
- Attends team meetings prepared with questions and answers needed
- Schedule 1st follow up appointments utilizing High Rise to ensure that all lab tests have been completed and resulted prior to appointment
- Schedules and reschedules new and existing patient appointments as needed
- Connects with in office new patient on day of appointment to introduce themselves as their main point of contact
- Connects with each new patient 2 weeks after their initial appointment to ensure that they are feeling supported and understanding their new plan
- Provides information regarding The UltraWellness Center, Functional Medicine approach, pricing, and policies
- Ensures all communication received is responded to in a timely manner
- Assists with any other office duties and projects as needed
Back-Up Responsibilities:
- Acts as back up to all other Admin team members for planned, unplanned absences, and as volume determines
UWC Compliance:
- Complies with all OSHA regulations
- Complies with all HIPAA Privacy and Security Laws
- Maintains a safe and clean working environment
Required Experience and Skills:
- Must have exceptional customer service skills
- Knowledge of medical terminology and procedures helpful
- Able to respond to questions in a tactful and professional manner
- Must have excellent computer skills and typing skills
- Ability to operate various types of office equipment
- Must be organized and detail oriented
- Able to multitask
- Able to thrive in a team environment with little supervision
- Ability to work in fast-paced medical office
Training and Educational Requirements:
- High school diploma or equivalent
- Minimum of two (2) years of experience in office setting, medical related setting, or customer service