POSITION SUMMARY

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

QUALIFICATIONS

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