Job Description

The Patient Experience Representative is a position requiring excellent customer interaction skills. It is one the first points of contact with Elite DNA Therapy. The Patient Experience Representative is primarily responsible for contacting, interviewing and assisting patients in completing their New Patient paperwork prior to their appointments. This includes obtaining medical and surgical history.

The person in this role must be committed to delivering the highest quality service with an exceptional patient experience. It requires excellent verbal and customer service skills.

Requirements

• Contact patients via telephone prior to their scheduled appointment
• Interview patients over the telephone to obtain a complete and accurate medical history
• Complete all patient phone call assignments as assigned
• Re-schedule patient appointments via telephone calls and written notification to patients
• Screen and route patient calls to other departments
• Ensure accurate registration, appointment scheduling, and follow-up appointment scheduling
• Pre-register and pre-certify patients accurately and in a timely manner
• Ability to work flexible hours as needed
• Other duties as assigned

QUALIFICATIONS & REQUIREMENTS:

• Exceptional phone etiquette and manner
• Positive attitude with excellent customer service mindset
• Excellent interpersonal and communication skills
• Interested in working with people with a strong desire to resolve problems
• Knowledge of electronic medical record (EMR) preferred
• Ability to apply knowledge of office procedures and carry out tasks accordingly
• Ability to utilize the EMR system effectively
• Be a self-starter with attention to detail
• Focused team player
• Must be flexible, organized, and function well under pressure
• Bi-lingual English/Spanish is a plus

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE:

• Minimum of a High School Diploma and 1 – 2 years of experience in customer service
• Previous experience in a medical practice desired but not required