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    New Patient Experience Specialist - San Diego, United States - Reproductive Partners Fertility Clinic- San Diego

    Reproductive Partners Fertility Clinic- San Diego
    Reproductive Partners Fertility Clinic- San Diego San Diego, United States

    2 weeks ago

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    Description

    Location:
    San Diego, California


    Company:
    Reproductive Partners San Diego


    Job Title:
    Patient Experience Specialist

    Salary Range:
    $ $29.00 per hour

    About Us:


    Reproductive Partners San Diego is a leading Southern California fertility clinic, internationally and nationally recognized for our success in IVF - in vitro fertilization, egg freezing and other fertility treatments for our patients.


    Job Summary:


    The Patient Experience Specialist (PES) is responsible for increasing RPSD's billable revenue by leading new patient customer services through intake of new patient calls, responding to Internet inquiries using telephone and email, placing follow-up appointment calls and seminar respondent inquiries, customer service queries, and general information requests.

    In addition, he/she will assist the Marketing Development Manager with specific marketing initiatives and projects.

    Key Responsibilities:
    Receives all incoming phone calls for initial consults and schedules new patient appointments using computerized scheduling standard operating procedure.
    Schedules new patient appointments from phone inquiries, internet appointment requests, informational seminar requests and other tracking tools.

    Answers new patient inquiries about the practice, clinical services, and financial services by utilizing broad based knowledge of practice by department.

    Assesses new patient information needs and distributes new patient information packets.
    Acts as a role model by demonstrating excellent interpersonal skills.
    Assures customers are greeted with prompt attention and caring attitude.
    Treats all customers, both internal and external with respect, dignity and caring
    Provides as much information as possible to involve customers in their treatment
    Generates timely weekly computerized PRM ) and submits/presents monthly marketing results for review and approval.
    Maintains up-to-date database of referring clinicians including number of patient referrals.

    Contributes to team effort by maintaining an excellent rapport and working relationship between clinical services and other departments within practice.

    Handles complaints (both internal and external) ensuring proper and timely resolution.
    Support the department with the use of Salesforce and CRM programs.
    Understands position is the first impression of the practice and an example of the care the caller will receive.
    Overcomes obstacles and assists all patients as needed.
    Willing to work a flexible work schedule including evenings and weekends based on patient needs.

    Qualifications:


    The ideal candidate will have a Bachelor's degree along with a minimum of two years call center and administrative experience.

    Ability to access, input, and retrieve information from a computer. Knowledge of medical software a plus.
    CRM experience preferred with experience a plus. Computer literate and proficient in MS Office.
    Knowledge of office procedures and office machines (i.e. computer, fax, copier, etc.).
    Excellent interpersonal skills. Demonstrated abilities to demonstrate good judgment, remain calm under stress, and communicate accurately and concisely.
    Demonstrated ability to work as part of a multi-disciplinary team.

    Contribute to team effort by maintaining an excellent rapport with physicians, liaisons, managers, corporate team and all other departments involved.

    Flexible work schedule, some overtime.
    Applicant must live within the geographic territory.

    Benefits:
    Competitive salary.
    Health, dental, and vision insurance options.
    Retirement savings plan.
    Paid time off and holidays.
    Opportunities for professional development and growth.
    A friendly and supportive work environment.
    To perform the job successfully, an individual should demonstrate the following competencies:
    Customer Service

    – Displays courtesy and sensitivity; Manage difficult or emotional patient situations; Respond promptly to patient needs; Meet commitments.
    Dependability

    – Commit to doing the best job possible; Follow instructions, respond to management direction; Keeps commitments; Meets attendance and punctuality guidelines; Responds to requests for service and assistance; Take responsibility for own actions.
    Job Knowledge

    – Competency in required job skills and knowledge; Displays understanding of how job relates to others; Exhibit ability to learn and apply new skills; Require minimal supervision; Uses resources effectively.
    Teamwork

    • Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Gives and welcomes feedback.

    The above job description is not intended to be an all-inclusive list of duties and standards of the position .

    Employees will follow any other instructions, and perform any other related duties,
    as assigned by their manager.
    RPSD is an equal opportunity employer and welcomes applicants from all backgrounds to apply


    Tips:

    Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

    Responsibilities
    [Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

    Example:
    Determine and develop user requirements for systems in production, to ensure maximum usability
    Qualifications
    [Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

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    Excellent verbal and written communication skills

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