Patient Experience Coordinator I

Description

Who We Are

At AVP•SEES Group, exceptional patient care starts with exceptional people. As one of the largest eye care networks in the Southeast and Mid-Atlantic, we provide our teams with the training, technology, and support they need to thrive while making a difference in patients' lives. Together, we're building the future of eye care.

Our Mission

To deliver the best possible outcomes for our patients, serve and educate our provider network, and fulfill our commitment to our stakeholders.

Why Join Us?

· Paid Training & Career Development

· Growth & Advancement Opportunities

· Supportive Team Environment

· Competitive Benefits Package

· Tuition Reimbursement Opportunities

· Employee Eyewear Discounts

· Referral Bonus Program

· Make a Meaningful Difference Every Day

About the Role

• Assist 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.)
• Ensure smooth patient registration by performing all needed pre-registration tasks.
• Accurately collect and verify patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Provide prompt responses to patient inquiries and concerns, ensuring all communication is clear, professional, and empathetic.
• Document patient interactions, updating systems to ensure the accuracy and completeness of patient records while adhering to HIPAA regulations.
• Anticipating patient’s registration and billing needs,
• Anticipating patient’s needs, such as water, snacks, etc.
• Providing consistent customer care
• Address and resolve minor patient concerns, escalating more complex issues to local leadership, when necessary.
• Assist patients in navigating the healthcare system, providing information on services, policies, and procedures to ensure clarity.
• Ensure smooth patient registration by demonstrating competent data entry accuracy.
• Collaboration & Administrative Support
• Maintain patient records, ensuring that all necessary documentation is accurately filed and easily accessible.
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Assist with scheduling follow-up appointments and ensuring timely communication regarding patient care plans.
• Support the implementation of departmental initiatives aimed at improving patient satisfaction and overall care.
• 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 training 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

What You'll Bring

• Patient Experience – Understanding and anticipate the patient’s needs. Proactively strives to exceed our patient’s expectations and provide ongoing education and communication.
• Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Analytical mind- capable of out-of-the-box thinking to solve problems.
• Professionalism- Displaying cautious, helpful, and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills – written & verbal. Focus on becoming an active listening to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

Benefits May Include:

• Medical, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Holidays
• Life & Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities

Ready to Join Our Team?

If you're passionate about patient care, professional growth, and making a lasting impact, we'd love to hear from you. Apply today and help us build the future of eye care.

Additional Information:

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to remain stationary for extended periods
• Frequent use of hands, fingers, and computer equipment
• Ability to communicate effectively with patients and team members
• Ability to occasionally lift, carry, push, or pull up to [XX] pounds

Compliance Requirements

• Annual compliance training is required.
• Compliance with HIPAA, OSHA, and company policies is required.
• Background screening may be required based on position.
• Drug screening may be required based on position and location.

Equal Employment Opportunity

AVP•SEES Group is an Equal Opportunity Employer committed to fostering an inclusive workplace. We provide equal employment opportunities to all applicants and employees without regard to any protected characteristic under federal, state, or local law.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required for the position.