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Patient Experience Specialist Revenue Management II - Buffalo, United States - Catholic Health System
Description
Salary: USD
Facility: Administrative Regional Training Cntr
Shift: Shift 1
Status: Full Time FTE:
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: No
Work Schedule: Days
Hours: M-F, 7a-5p variable with hybrid remote option after successful completion of probationary period. Must be punctual and on-time as well as adheres to the companys time and attendance policy.
Summary:
The primary responsibility of a Patient Experience Specialist II is to represent Catholic Health (CH) to our consumers in a friendly, positive, and effective manner. Patient Experience Specialist II are responsible for an increased scope of interactions with consumers and are expected to consistently obtain high-quality scores for level I activities. Additional expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The Patient Experience Specialist II performs specialized functions for patients by handling calls and inquiries into the Contact Center, ensures all patient inquiries are addressed and resolved in a compassionate and timely manner, and is well versed in multiple aspects of the revenue cycle process to ensure accurate responses. The Patient Experience Specialist II maintains a working knowledge of Catholic Health service offerings, service workflows, and contact center technologies necessary to perform all job junctions. Additionally, continuous collaboration with Clinical Teams, Revenue Cycle Teams, and IT associates is an ongoing priority.
Responsibilities:
EDUCATION
High School diploma or equivalent required
EXPERIENCE
Customer service experience preferred
Knowledge of Healthcare preferred
Physician office experience preferred
Experience with insurance eligibility and authorization process in healthcare preferred
One (1) year of experience in a customer service or call center setting preferred
KNOWLEDGE, SKILL AND ABILITY
Possesses basic customer service skills and empathy while interacting with patients
Demonstrates excellent, active listening skills
Shows comfort with Microsoft Word and Excel
Works well with computers and possesses good typing skills
Demonstrates a personal commitment to promoting high performance
Strives for continuous improvement
Maintains high energy and a positive attitude
Excellent time management, organizational and problem-solving skills
Strong oral and written communication skills
Thinks quickly and uses appropriate judgment
Demonstrates diplomacy and patience while interacting with consumers and colleagues
Demonstrates regular, consistent and punctual attendance. Must be able to work variable schedules
Able to interact with staff, colleagues and stakeholders in a respectful manner
Maintains a neat and professional appearance
WORKING CONDITIONS:
ENVIRONMENT
Normal heat, light space, and safe working environment; typical of most office jobs
REQNUMBER: 28589
