Associate

This requisition is for the position of Patient Experience Associate within the Patient Experience Management Department. We are seeking a highly professional, empathetic, and organized individual to manage the main Reception area and serve as the first point of contact for all patients and visitors. The ideal candidate will be dedicated to exceptional Customer Service and ensuring a positive and smooth Healthcare journey for every individual, directly supporting quality Patient Care.

• First Point of Contact: Warmly greet and welcome patients, visitors, and families upon arrival at the facility, demonstrating exceptional Customer Service skills.

• Check-in/Check-out: Efficiently manage the patient check-in, registration, and check-out processes, including verifying demographic and insurance information.

• Appointment Management: Schedule, confirm, and manage patient appointments, ensuring smooth patient flow and minimizing wait times.

• Information Provision: Accurately provide information regarding services, departments, and facility navigation, serving as a knowledgeable resource.

• Issue Resolution: Act as a front-line problem-solver, proactively addressing patient concerns, complaints, or inquiries with empathy and professionalism, escalating complex issues to the appropriate manager in Patient Experience Management.

• Environment Management: Ensure the Reception and waiting areas are clean, organized, and comfortable to promote a calming and welcoming atmosphere.

• Liaison: Coordinate communication between patients, clinical staff, and administrative departments (e.g., billing, medical records) to support continuous Patient Care.

• Feedback Collection: Assist in administering patient satisfaction surveys and gathering feedback to continually improve the patient experience.

• Documentation: Maintain accurate and confidential patient records, ensuring compliance with privacy regulations (e.g., HIPAA).

• Communication: Handle incoming and outgoing phone calls professionally, routing calls and taking messages accurately.

• Resource Coordination: Manage the inventory of front-office supplies and patient educational materials.