PATIENT EXPERIENCE SPECIALIST

POSITION SUMMARY
Our Patient Experience Specialists (PES) are integral members of our team. As the first point of contact for our patients, PES’ are responsible for providing excellent customer service and creating a warm, welcoming environment. PES’ will be responsible for answering phone calls, scheduling appointments, and greeting and checking in patients. Specialists will also be a key component in generating and presenting treatment plans, as well as checking patients out and collecting payment. PES will aid in answering after-care questions and concerns. PES candidates are detail-oriented, organized, and have excellent communication skills.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Sitting 80%.
• Standing/walking 20%.
• Minimum moving requirements of 35 pounds in order to accept equipment deliveries and pack and unpack office supplies.
• Frequent client and interoffice personnel interaction as this position meets and greets patients and is heavily dependent on excellent customer interaction.
• Hearing – Must be able to hear telephonic equipment and comfortably communicate with patients and others by telephone and in person.
• Near Vision - The ability to see details at close range (within a few feet of the observer) as required for business software, and operating office machines.
• Exceptional hand dexterity and typing skills to work with standard software programs provided.

RESPONSIBILITIES

• Greet and welcome patients, visitors, and vendors
• Answer patient and referring doctor phone calls
• Schedule appointments and maintain the appointment calendar
• Respond to emails and messages in a timely manner
• Maintain a clean and organized reception area
• Verify patient insurances and generate treatment plans
• Manage incoming and outgoing mail and packages
• Provide excellent customer service
• Learn to operate new office technologies as they are developed and implemented.
• Memorize and use scripts effectively both over the phone and in person.
• Provide information about the practice, such as location of offices, employees within the organization, or services provided.
• Transmit information or documents to patients using computer, mail, or facsimile machine.
• Balance credit transactions and provide basic financial clerical support duties.
• Must always represent the practice in a professional, pleasant, and cooperative manner.
• Maintain regular attendance and adhere to assigned work schedule and office policies.
• Must be able to comfortably and efficiently handle multiple deadlines and task assignments.
• Must be able to work both independently and cooperatively in team settings.
• Other duties and tasks, as assigned periodically.
• Follow office checklists

REQUIREMENTS

• Always maintain the highest level of confidentiality to HIPAA standards.
• Adhere to strict safety guidelines and procedures to OSHA and office standards.
• Must be comfortable seeing and able to maintain a professional demeanor and attitude while working around blood and unpleasant smells.
• Must be detail oriented in order to prepare and process business correspondence.
• Must be flexible and understand that job duties may change from time to time and that this individual may be asked to assist in other areas of the office.
• Must demonstrate active listening by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Must demonstrate excellent communication skills by talking to others to convey information effectively, and preparing business correspondence.

QUALIFICATIONS

• High school diploma.
• Minimum of one year of office experience.
• Preferred two years of experience.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Frankfort, IL 60423: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dental clinic: 1 year (Preferred)
• Front desk: 1 year (Required)

Work Location: In person

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