Patient Engagement Specialist (Bilingual)

Pain Specialists of America (“PSA”) is a Texas-based, multisite comprehensive pain management company that includes over 15 locations, two ASCs, and one CLIA-certified laboratory located in New Braunfels. PSA is growing rapidly. The Patient Engagement Specialist and all PSA employees must demonstrate an absolute commitment to excellence, respect, and delivering the highest quality patient care. A Patient Experience Coordinator must maintain all technical standards to meet continuous quality improvement needs and financial and delivery requirements.

In Office Location:

3201 S. Austin Ave, Ste 265

Georgetown, TX 78628

Our Benefits:

• PTO
• Medical, Dental, Vision Insurance
• 401k w/company match contribution
• Short & Long-Term Disability
• HSA (w/company contribution), FSA
• Life Insurance (company paid + voluntary options)
• 11 Paid Holidays for the Year 2024
• Employee Assistance Programs

Job Summary

The Patient Engagement Specialist must have strong communication skills and medical knowledge. They are responsible for answering multi-line phone systems in a setting similar to a call center. The job location is an office setting at our clinic, and while there is no in-person patient interaction, the Patient Experience Coordinator's objectives are to:

• Resolve patient requests in one call, to maximize the patient’s positive experience with PSA.
• Assist patients with accessing and navigating our patient portal, along with completing any appointment requests.
• Demonstrate a keen ability to exude a calm demeanor and to find resolutions for patients, resulting in positive outcomes.
• Stay abreast of general insurance updates, current company providers, services we offer, policies, and our company vision and mission.

Detailed Responsibilities and Essential Functions

Inbound Call Handling:

• Answer incoming calls from patients and assist with inquiries, appointment scheduling, and general information.
• Maintain a positive and empathetic attitude while addressing patient concerns and questions.

Appointment Scheduling:

• Schedule new patient appointments efficiently, considering availability and appropriate medical personnel.
• Coordinate with medical staff and other departments to ensure smooth scheduling and patient flow.

Patient Information Management:

• Accurately record and update patient information in the electronic health records (EHR) system.
• Ensure the confidentiality and security of patient data, adhering to HIPAA regulations.
• Meet or exceed KPIs related to call handling, including average handle time, first call resolution, and patient satisfaction scores.
• Achieve scheduling targets, balancing efficiency with patient satisfaction.

Communication and Collaboration:

• Collaborate with healthcare providers, administrative staff, and other team members to address patient needs effectively.
• Relay relevant information to patients regarding appointment preparation, documentation requirements, and any other necessary details.

Quality Service Delivery:

• Strive to achieve and maintain high levels of patient satisfaction through excellent customer service.
• Resolve patient issues and concerns promptly and professionally.

Additional Responsibilities

First-line problem-solving skills with the ability to listen, understand, and solve or escalate provider issues before they become more serious.

Qualifications, Abilities and Skills

• High school diploma or equivalent; college degree preferred.
• Previous experience in a call center or customer service role, preferably in a healthcare setting.
• Excellent verbal communication and active listening skills.
• Work in a medical office or call center environment (non-remote)
• Bilingual (Spanish and English), fluent in reading, writing, speaking, etc. (Preferred)
• Proficiency in using call center software, EHR systems, Microsoft Office, and other relevant tools.
• Familiarity with medical terminology and scheduling systems is an advantage.
• Strong organizational skills and attention to detail for accurate appointment scheduling and data entry. Ability to work in a fast-paced environment and handle a high volume of calls.
• Empathetic and patient-centered approach to customer service.
• Drug test and Background check is required

Working Conditions

This job operates in a fast-paced professional medical office environment, primarily while sitting in an office chair, talking on the phone, looking at a computer screen, and typing.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

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