Experience Specialist/Receptionist
US-IA-Sioux City
careers
Req #: 175864
Type: Full Time Benefits
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Overview: Experience Specialist PACE (Program of All-Inclusive Care for the Elderly) Monday-Friday 8:00AM-4:30PM Full Time Benefits As a central point of contact, they create meaningful first and lasting impressions and serve as a liaison between participants, families and visitors and members of the health care team to address questions, provide non-medical information and to simply help participants, families and visitors navigate their healthcare experience. Responsibilities: Customer Service * Smile and greet participants, families, and visitors with a warm welcome, proactively communicate with participants which includes listening with empathy and intent to understand and provides participants, families and visitors opportunities to ask questions. * Collaborate with and report participant and family concerns to appropriate team members as needed and assists with resolution of concerns. * Consults with members of the healthcare team and provides updates and other information to participants and families. * Answer telephone calls in a clear, courteous, caring, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party. * Open and/or close the PACE Center following specified guidelines. * Collaborates with appropriate support services to ensure the environment is clean and welcoming. * Demonstrates effective and caring communication skills and telephone techniques and etiquette. * Interacts with participants, families, and visitors and team members in a positive and supportive manner with sensitivity to cultural differences. Administrative/Clerical Support * Work independently and responsible for timely completion of assigned functions. * Be aware of what is happening in the PACE Center and the organization by attending department meetings, reading emails and regularly checking information on the organization's intranet site. * Opens, sorts, and organizes mail. * Completes check in and check out in the EMR for Center attendance. * Creates enrollment binders and new hire folders. * Maintain regular and consistent attendance at work. * Maintain compliance with Personnel policies and procedures. * Monitor environmental conditions in order to secure protected health information. * Behave in a manner consistent with all Corporate Compliance and HIPAA policies and procedures. * Demonstrate initiative to improve quality and customer service by striving to exceed customer expectations. * Balance team and individual responsibilities; be open and objective to other's views; give and welcome feedback; contribute to positive team goals; and put the success of the team above own interests. * Perform other duties as requested by manager to facilitate the smooth and effective operations of the office. Qualifications: Education: * High School Degree or Vocational School Graduate License(s)/Certification(s): * Maintain current Mandatory Reporter Knowledge/Skills/Abilities: * Ability to demonstrate strong customer service skills. * Ability to effectively enter information into a variety of computer programs. * Ability to understand and apply guidelines, policies and procedures. * Ability to interact effectively with physicians, health care team members, individuals and members of their support systems. * Ability to communicate effectively with people of diverse professional, education and lifestyle backgrounds. * Writes, reads, comprehends and speaks fluent English * Multicultural sensitivity * Microsoft Office - basic computer skills. * Customer/patient focused * Critical thinking skills using independent judgment in making decisions
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