Description

Job Summary  

As first point of contact, the Patient Experience Lead should act as the face of the organization. This 

position will coordinate and oversee activities of the front office and front office team members to 

ensure compassionate and professional care for patients and effective and efficient front office 

workflow. The Patient Experience Lead should be confident, professional, and work comfortably under pressure while multi-tasking in a fast-paced environment. 

Duties and responsibilities 

The Patient Experience Specialist performs the following duties as assigned: 

· Attend monthly Patient Experience Meetings and additional Clinic Office Coordinator training 

· Assist with CPI data collection and front desk reporting for the assigned clinic 

· Coordinate, organize and assign duties for all front desk team members to ensure work is being done efficiently and timely

· Establish front desk team member work schedules monthly and request Floater(s) from the Regional Supervisor as needed

· Receive call-ins and ensure coverage for front desk. Coordinate with Regional Supervisor if Floater(s) are needed.

· Orients and trains new and current front desk team members on FHN front office policies, processes, and procedures.

· Coordinate daily huddles and ensure all departments are meeting together daily so that the clinic can focus as a team on care coordination and clarification of issues.

· Assist with interviews for front desk staffing in the assigned clinic.

· Maintain adequate front office supplies and order from Central Supply as needed

· Evaluate performance of front office team members and conduct written performance evaluations after 90 days as needed 

· Alert Regional Supervisor to any needed disciplinary action or large unresolved issues 

· Assist in disciplinary action as needed in conjunction with the Regional Supervisor and the Human Resources department.

· Monitor any overtime over 4 hours every pay period (if no Saturday or supervisor approved overtime was worked).

· Perform all duties within HIPAA regulations.

· Be passionate about healthcare excellence in accordance with Frontera’s Mission, Vision and Values.

· Other duties may be assigned as needed

Requirements

Knowledge, Skills, and Abilities 

Required 

· Knowledge of Center’s Policy and Procedures

· Must have excellent public relations and customer service skills.

· Exhibit courtesy/respect for co-workers and be willing to help co-workers when needed.

· Demonstrate organizational abilities and dependability.

· Requires good written and verbal communications skills to communicate effectively with individuals at all levels of the organization.

· Must be able to work under general supervision.

· Must have a professional and mature demeanor.

· Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information.

· Must be able to retain composure and react effectively in emergency situations.

· Excellent telephone etiquette and interpersonal skills.

Preferred  

· MS Word and Excel experience 

· Bilingual English/Spanish communication skills 

Credential and Experience 

Required 

• Grade/Level of Education: 12/High school diploma or equivalent 

Preferred

• Current Cardiopulmonary Resuscitation (CPR) for Healthcare Professionals Certification 

Supplementary Information  

The Patient Experience Lead Specialist will be expected to complete all patient paperwork and daily reports, make appointment reminder calls and file patient reports in the EHR before the end of the business day. Alternate schedules may be required to facilitate patient care. It is expected that the job will require sitting for extended periods of time, walking and bending through the course of the day. 

Special Requirements  

The employee must be able to lift and / or move more than 50 pounds. The employee frequently is required to reach with hands and arms. Requires walking, sitting, standing and stretching for extensive periods of time. The employee must be able to work under stressful conditions or work irregular hours. Requires full range of body motion, including handling and lifting patients, manual and finger dexterity, and hand-eye coordination. Requires occasional exposure to communicable diseases, body fluids, toxic substances, medicinal preparations and other conditions common to a clinic environment. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to work with a moderate noise level in the work environment is required. 

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required in order to perform the work. The health center reserves the right to revise or change job duties and responsibilities as the business need arises. Additionally, this job description is not intended as an employment contract, implied or otherwise, and then Center continues to maintain its status as an at will employer. If the essential functions of this position cannot be performed in a satisfactory manner by the employee, reasonable accommodations may be made.