Patient Experience Lead

Description

ABOUT US:

Our focus is to provide our patients with the best healthcare experience through innovation, professionalism, and compassionate care. Our physicians and staff share our passion for patient-centric care and are knowledgeable, skilled, and empathetic to our patients’ needs. We continuously look for ways to improve our patient’s experience through data analytics, patient surveys, and feedback. Our commitment to patient care is also investing in our employees through ongoing continuing education and training. 

POSITION SUMMARY:

The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead plays a critical role in fostering a patient-centric culture and ensuring operational excellence at the front desk. 

KEY RESPONSIBILITIES:

• Advanced Patient Care Coordination 
• Leads and mentors the Patient Experience Coordinator I and II team members by example. 
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification. 
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction. 
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges. 
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices. 
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization. 
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support. 
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment. 
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly. 
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements. 
• Demonstrates intricate knowledge of all front desk duties. 
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs. 
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey. 
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.) 
• Ensures smooth patient registration by performing all needed pre-registration tasks. 
• Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely. 
• Ensures 20/20 Patient Experience by: 
• Anticipating patient’s registration and billing needs, 
• Anticipating patient’s needs, such as water, snacks, etc. 
• Providing consistent customer care 

Other Responsibilities

• Demonstrate a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations. 
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices. 
• Strong attention to detail, ensuring accurate record-keeping and documentation. 
• Participate in all required trainings and employee engagement activities. 
• Proficient with Microsoft Office Suite or related software 
• Excellent verbal and written communication skills. 
• Excellent organizational skills and attention to detail. 

REQUIREMENTS:

• Metrics and Certifications to Qualify for Advancement to Tier II: 
• At least 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience. 
• One of the following may be obtained in leu of experience: Certified Healthcare Access Associate (CHAA