Patient Engagement Specialist (Front Desk) - Moon Valley

Phoenix, AZ


The Patient Engagement Specialist II (PES 2), is part of an integrated healthcare team that partners with patients to connect them with needed services. This position serves as a first point of contact for all entities that enter a facility and is responsible for a variety of activities related to patient intake and care. This position performs essential functions in both in-person and virtual clinic settings.

This is a non-exempt position that reports to the Clinic Manager.

Essential Functions

  • Welcome, schedule, and check in patients while utilizing proper customer service
  • Create, update and access confidential patient information while adhering to HIPAA guidelines

o Verify patient demographic and insurance information

o Perform routine data entry into various software systems

o Answer or return calls

o Add information to appropriate software resource

o Schedule appointments within specified guidelines

o Ensure patient forms, pre-visit screeners, consent packets, and patient forms are completed and uploaded into electronic medical record

o Schedule interpreter, and/or transportation services for patient(s)

o Collect co-payments, deductibles, or perform other financial responsibilities as assigned

o Receive patient inquiries and respond within identified parameters

o Complete all scanning within the same business day of document receipt

  • Track and provide patient related data for reporting purposes
  • Meet (or exceed) department metrics for outreach and scheduling activities, assisting in the preparation of reports for tracking purposes
  • Demonstrate empathy and compassion in all patient interactions
  • Other duties and responsibilities as assigned


Education and Experience Requirements

  • GED or HS Diploma (required); Medical Assistant or AA degree in health-related field preferred
  • 6 months’ professional experience in a similar role (customer service, medical front office, etc.); Experience in health care is highly desired
  • Valid and current CPR, First Aid Certification, and an Arizona Fingerprint Clearance card
  • Ability to communicate effectively orally and in writing, demonstrating professional writing skills
  • Collaboration between patients and providers for excellent care.
  • Basic to intermediate knowledge of customer service protocols and engagement strategiesKnowledge of, and ability to use, electronic record keeping systems (EMR, billing software, insurance carrier portals, spreadsheets, etc.)
  • Bilingual English/Spanish fluency preferred