Patient Experience Representative

at  New York Family Dentistry

The patient experience representative is our first point of contact with our practice and we only have one chance to make a great first impression. In this position they will handle a high volume of inbound or outbound calls, or both, and should seek to create a positive experience for each caller. They will listen to patients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.
Inbound + Outbound Calls directly impact the revenue that business generates and therefore is one of the most important service lines.
The patient experience representative may also be responsible for verifying a patient’s insurance details to ensure that their plan is accurate, active and in-date.
To be a successful patient experience representative, you should be patient-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

SKILLS & QUALIFICATIONS

• Possess our core values of commitment, quality, respect, communication and teamwork
• Are comfortable speaking English
• Have a high speed internet connection and ability to work from home
• Understand what it takes to deliver a great customer experience
• Can keep high activity and motivate yourself
• Have a positive and a can-do attitude
• Have excellent communication skills
• Retain knowledge of systems & processes
• Remain calm under pressure
• Flexible
• Organizational skills & ability to multitask
• Have a keen attention to detail
• Should be Fast & Efficient without sacrificing the quality of their work

• Communicate effectively through several channels including text, email & phone
• Manage incoming and outgoing calls to book appointments
• Identify and assess patient’s needs to achieve satisfaction
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Meet patient experience team targets and call handling quotas
• Provide appropriate solutions and alternatives, follow up to ensure resolution
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Keep records of patient interactions, create patient records and file documents
• Follow communication procedures, guidelines and policies
• Go above and beyond to provide outstanding patient experience
• Is familiar with NYFD scheduling playbook and scheduling needs of the practice
• Meet patient experience team targets and call handling quotas
• Makes outgoing patient calls with goal of scheduling appointments
• Memorizes scripts to help build a rapport with the patient and educate them about the the
• appointment types we are offering
• Making follow up calls to patients to confirm appointment times or reschedule appointments as needed
• Making sure that all documentation is accurate and up to date, such as updating patient records with new contact information, insurance information, or other relevant details
• Entering data into the practice management software to create a new patient file or update an existing file
• Verify eligibility and benefits for all patients with appointments online or over the phone with insurance companies
• Upload patient’s insurance information to patient’s document manager
• Attach accurate patient’s insurance information to patient’s chart to ensure that insurance claims can be submitted
• Verify patient demographic information and ensure it matches information on file
• Document information in practice management software
  Please be aware, the candidate must be willing to commute to our office located in Clark