Patient Communications Specialist - After Hours

The Patient Communications Specialist serves as a key liaison between patients and the healthcare organization. This role is responsible for managing patient inquiries, delivering accurate information, ensuring timely responses, and enhancing the overall patient experience through compassionate, effective communication. The ideal candidate is empathetic, detail-oriented, and thrives in a fast-paced environment.

Job Tasks

• Serve as the primary point of contact for patient inquiries via phone, email, patient portals, or in person.
• Provide accurate and timely information regarding appointments and general services.
• Coordinate with clinical and administrative staff to resolve patient concerns and ensure follow-up.
• Schedule, confirm, and reschedule appointments using eClinicalworks EMR.
• Document all patient interactions in accordance with HIPAA and organizational policies.
• Escalate complex issues to appropriate departments while ensuring continued communication with the patient.
• Monitor patient feedback channels and assist with service recovery when necessary.
• Support internal communication efforts to improve patient engagement and satisfaction.
• Attend staff meetings.
• Manages time efficiently.
• Completes all mandatory training.

Quality & Customer Satisfaction

• Demonstrates commitment to superior patient and family experience.
• Collaborates with others to coordinate care, resolve concerns, and address the needs of patients and family members.
• Prioritizes safety by taking initiative to identify and eliminate risks.
• Respects and considers patient rights to privacy by complying with all HIPAA guidelines.

Interpersonal Skills

• Communicates professionally and appropriately.
• Builds strong working relationships.
• Identifies, analyzes and solves problems.

Accountability and Productivity

• Accepts responsibility for decisions and actions.
• Utilizes appropriate resources to effectively and successfully execute responsibilities.
• Adheres to regulatory and company policies and procedures.

Qualifications

• High school diploma or equivalent.
• Prior medical experience preferred.
• Knowledge and/or prior experience with insurance verification and patient accounts preferred.
• Working knowledge of computer applications.
• Prior experience with EMR preferred.
• Ability to speak, read and write effectively.
• Demonstrates proper telephone etiquette.
• Ability to work independently without direct supervision.
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines, in a detail-oriented manner.

Machines & Equipment Used

• General office equipment such as telephone, copy machine, fax machine, scanner, personal computer.

Working Conditions

• Indoor, temperature controlled, smoke-free environment.
• Exposure or potential exposure to blood and bodily fluids may be required.
• May at times work under stressful situations.
• Handicapped accessible.

Physical Requirements

• Good visual acuity and ability to verbally communicate.
• Ability to lift, lower, push, pull, and retrieve objects weighing a minimum of 25 pounds.

Direct Reports

• None