Patient Experience Representative in Pikesville, Maryland at AllerVie Health

The Patient Experience Representative plays a vital role in ensuring a seamless and positive experience for all patients by serving as the first point of contact within the clinic. This position requires exceptional interpersonal skills, strong attention to detail, and a customer first mindset to support day-to-day front office operations. Responsibilities include greeting and checking in patients, verifying insurance and demographic information, answering inquiries, and coordinating with clinical staff to ensure timely and efficient patient flow. The Patient Experience Representative is expected to deliver service excellence with empathy and professionalism, while maintaining accuracy in data entry, documentation, and communication to uphold the highest standards of care and patient satisfaction.

Essential Functions

• Greet patients in a professional and friendly manner upon arrival.
• Manage patient check-in and check-out processes with accuracy and efficiency.
• Schedule, reschedule, and cancel appointments in alignment with clinic workflows.
• Answer incoming phone calls and respond to patient inquiries or route calls appropriately.
• Collect co-pays, balances, and payments at the time of service; discuss payment arrangements as needed.
• Support front office administrative tasks such as filing, scanning, and updating patient records.
• Maintain patient confidentiality and adhere to HIPAA guidelines.
• Communicate effectively with clinic staff, providers, and patients to support care coordination.
• Maintain a clean and organized reception area to ensure patient comfort and safety.
• Perform other duties as assigned by the Clinic Manager or practice leadership.

Work Experience

• 1+ year of front desk or customer service experience preferred; healthcare or medical office setting strongly preferred.
• Excellent communication skills—both verbal and written.
• Proficient in Microsoft Office (Word, Outlook, Excel) and comfortable learning EMR/EHR systems.
• Strong organizational skills with the ability to multitask and work efficiently under pressure.
• Customer service-oriented with a professional demeanor and positive attitude.
• Bilingual (English/Spanish) a plus, depending on clinic location.

Physical Demands and Work Environment

• Prolonged periods of sitting and working on a computer.
• Active listening and verbal communication.
• Ability to decipher color on computer screens.
• Ability to move throughout the clinic to support administrative or patient needs.
• Occasional lifting of up to 15 pounds (e.g., boxes of supplies or charts).

AllerVie Health is an equal opportunity employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.