Patient Experience Specialist at Ivim Services LLC – Remote

Job Title: Patient Experience Specialist PM Shift

Department: Support

Reports To: Patient Experience Manager/Director of Patience Experience

Compensation: starting at $22.00 per hour, negotiable based on experience

Shift Time: Must be able to work Monday - Friday 3:00pm-11:30pm EST

Assessment: Please complete this assessment before applying. https://app.testgorilla.com/s/kmlleywd

Position Overview:

As a Patient Experience Specialist, you will serve as the first point of contact for our patients and their families. You will be responsible for addressing their inquiries, providing information, and ensuring that their concerns are handled with professionalism and empathy. This role plays a crucial part in maintaining positive patient experience and promoting patient satisfaction.

Who we are:

At Ivim, we are dedicated to the journey of health and well-being. Partnering with patients, we commit ourselves to personalizing and prioritizing health and wellness. Our approach is centered around the patient, their individual needs, and unique perspectives, fostering a collaborative relationship that empowers them to lead fuller, healthier lives. Through innovation, compassion, and continuous learning, we strive to create a world where personalized care is accessible and affordable, ensuring everyone has the opportunity to enjoy a life enriched by physical, mental, and emotional well-being.

Key Responsibilities:

• Patient Interaction: Provide outstanding customer service by answering incoming calls, emails, and inquiries from patients and their families.
• Information Dissemination: Accurately and compassionately provide information regarding medical services, appointment scheduling, billing inquiries, and other related matters.
• Appointment Scheduling: Assist patients in scheduling and rescheduling appointments, ensuring efficient coordination with healthcare providers and clinics.
• Verification of Patient Information: Verify patient demographic and insurance information, ensuring accuracy and compliance with the organization's protocols.
• Problem Resolution: Address and resolve patient concerns and complaints promptly and professionally, escalating complex issues to the appropriate departments when necessary.
• Maintain Records: Document all patient interactions, inquiries, and actions taken in the customer support system, ensuring thorough and accurate records.
• Insurance Assistance: Assist patients with insurance-related inquiries, including coverage verification, pre-authorizations, and billing questions.
• Patient Education: Offer guidance and resources to patients for understanding their medical treatments, procedures, and insurance coverage.

• Collaboration: Collaborate effectively with other departments, including billing, medical records, and clinical staff, to ensure patients' needs are met seamlessly.

Qualifications:

• High school diploma or equivalent; associate or bachelor's degree in a related field is a plus.
• Previous experience in customer service, preferably in a healthcare or medical setting.
• Strong interpersonal and communication skills, both written and verbal.
• Empathetic and compassionate approach to patient interactions.
• Familiarity with medical terminology and healthcare processes.
• Proficiency in using customer support software and electronic health records (EHR) systems.
• Excellent problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced and team-oriented environment.
• A commitment to maintaining patient confidentiality and privacy.

What We Offer:

• Competitive salary and comprehensive benefits.
• PTO, Paid Holidays, Floating Holidays, matching 401K plan.
• A creative and innovate work environment with a focus on growth and development