Job Description
Facility: Administrative Regional Training Cntr
Shift: Shift 9
Status: Full Time FTE: 1.000000
Bargaining Unit: ACE Associates
Exempt from Overtime: Exempt: No
Work Schedule: Varied
Hours:
Summary:
The primary responsibility of a Patient Experience Specialist I is to represent Catholic Health (CH) to our consumers in a friendly, positive, and effective manner. Expectations of this role include providing exceptional customer service, striving to anticipate and meet the needs of consumers, treating all consumers and colleagues with dignity and respect, and working collaboratively with colleagues to achieve quality and performance standards. The Patient Experience Specialist I performs specialized functions for patients by handling calls and inquiries into the Contact Center, ensures all patient inquiries are addressed and resolved in a compassionate and timely manner, and is well versed in basic aspects of the revenue cycle process to ensure appropriate responses. The Patient Experience Specialist I maintains a working knowledge of Catholic Health service offerings, service workflows, and contact center technologies necessary to perform all job junctions. Additionally, continuous collaboration with Clinical Teams, Revenue Cycle Teams, and IT associates is an ongoing priority.
Responsibilities:
EDUCATION
- High School diploma or equivalent required
EXPERIENCE
- Customer service experience preferred
- Knowledge of Healthcare preferred
- Physician office experience preferred
KNOWLEDGE, SKILL AND ABILITY
- Possesses basic customer service skills and empathy while interacting with patients
- Demonstrates excellent, active listening skills
- Shows comfort with Microsoft Word and Excel
- Works well with computers and possesses good typing skills
- Demonstrates a personal commitment to promoting high performance
- Strives for continuous improvement
- Maintains high energy and a positive attitude
- Excellent time management, organizational and problem-solving skills
- Strong oral and written communication skills
- Thinks quickly and uses appropriate judgment
- Demonstrates diplomacy and patience while interacting with consumers and colleagues
- Demonstrates regular, consistent and punctual attendance. Must be able to work variable schedules
- Able to interact with staff, colleagues and stakeholders in a respectful manner
- Maintains a neat and professional appearance
WORKING CONDITIONS
ENVIRONMENT
- Normal heat, light space, and safe working environment; typical of most office jobs
