Job Description

Position Summary
The Patient Experience Associate provides front-line support to patients and care teams by delivering exceptional customer service and performing a variety of administrative and clerical functions. This role supports the full patient journey, including check-in, scheduling, and check-out activities, while ensuring an efficient, accurate, and positive patient experience through teamwork and adherence to organizational policies.

Primary Responsibilities
• Greet patients, visitors, and incoming calls in a courteous, professional, and timely manner while serving as a positive representative of the organization
• Provide prompt, efficient, and compassionate service to ensure an exceptional patient experience
• Schedule, confirm, reschedule, and coordinate patient appointments while maintaining accurate provider schedules
• Utilize electronic intake tools and assist patients with check-in and onboarding processes
• Screen and route calls, messages, and inquiries to appropriate staff in a timely manner
• Collect and verify demographic, insurance, and referral information to ensure accurate registration and billing
• Prepare and process patient forms, visit documentation, and related administrative materials
• Collect co-payments, deductibles, and outstanding balances and accurately process payments, receipts, and daily deposits
• Maintain proper cash handling procedures and balance transactions daily
• Support daily clinic operations through administrative tasks, email communication, and general office upkeep
• Collaborate effectively with clinical and non-clinical staff to ensure efficient patient flow and operations
• Adhere to all HIPAA, OSHA, and organizational policies while demonstrating flexibility and a team-based approach to care

Education & Experience
• High School diploma or equivalent required.
• Previous healthcare or customer service experience preferred

Skills & Competencies
• Strong customer service and interpersonal skills
• Effective communication with patients, providers, and team members
• Ability to manage multiple tasks and prioritize in a fast-paced environment
• Professional, compassionate, and detail-oriented approach to work
• Ability to remain calm and effective under pressure
• Proficiency with computer systems and office technology

Working Conditions
• Work is performed in a clinical office setting involving frequent interaction with patients in person and by phone. The role may include prolonged sitting, standing, walking, and occasional lifting (up to 30 pounds), as well as exposure to typical healthcare environments.

Disclaimer
This job description outlines the general nature and responsibilities of the role and is not an exhaustive list of duties or requirements. Responsibilities may evolve based on organizational needs. Employment is contingent upon successful completion of a background check, drug screening, and compliance with health and immunization requirements (if applicable). This position requires strict adherence to confidentiality and data privacy standards. Employment is at-will and does not constitute a contract. We are an Equal Opportunity Employer and do not discriminate based on any protected characteristic.