[Hiring] Patient Experience Specialist @Herself Health

Role Description

We are seeking a part-time Patient Experience Specialist (PES) to join our team at Herself Health. Reporting to the Director of Patient Experience, the PES will be responsible for ensuring excellent patient experience, increasing patient satisfaction and retention, and improving the efficiency and effectiveness of the healthcare organization. The PES will accomplish these goals by handling inbound and outbound call support in our Center of Excellence.

Shift Information:

• 8:30 am-1:00 pm Central Time, Monday through Friday.
• The first 2 weeks of hire may require full-time hours.

Location Requirements:

• We will consider candidates who are located and legally authorized to work in the United States.

Essential Functions:

• Take inbound patient calls in a fast-paced call center environment and provide exceptional patient support.
• Make outbound calls for appointment reminders, medication adherence, strategic initiatives, and no-next-appointment campaigns.
• Handle SMS (text), chat, and email communication from patients.
• Manage reviews and provide closed-loop service recovery.
• Adhere to and enforce HIPAA regulatory compliance in all interactions.
• Research and resolve patient concerns to achieve first contact resolution.
• Maintain records, including patient files, contracts, payor information and insurance information through Elation, our EMR system.
• Meet or exceed all goals, KPIs, and metrics in the Patient Experience Center of Excellence.
• Perform other duties as assigned.

Qualifications

• Authorized to work in the United States.
• 2+ years in a virtual healthcare administrative support role or call center experience.
• Ability to multi-task and work in a fast-paced environment.
• Experience with Microsoft Office and electronic filing systems.
• Experience working with high discretion and confidential information.
• Excellent problem-solving and decision-making skills.

Requirements

• Must have the qualifications and skills listed above.

Benefits

• We support Equal Employment Opportunities (EEO).
• We are committed to an inclusive workplace.
• We do not discriminate based on race, religion, color, national origin, gender identity or expression, age, marital status, veteran status, disability status, parental status, political affiliation, or any other status protected by federal, state, or local laws.