Patient Experience Representative - Bilingual

Are you ready for your next career adventure as a Patient Experience Representative? We are seeking a dynamic individual who loves to make an impact to join Premiere Orthodontics, a member of CHOICE Healthcare Services, where our mission is to provide everyone access to the healthcare they need. CHOICE is the largest provider of pediatric dental care in the Southwest United States, and we pride ourselves on delivering high quality care to children in our communities.

Since 2020, we have doubled our pediatric dentistry footprint in California and recently expanded into several other states. Our future plans include continued growth, and it is an exciting time to join our team!

What we provide to you as a CHOICE teammate:

• Care for your wellbeing and work-life balance
• Career development
• Professional and personal growth
• Experienced leadership support
• Fun and supportive team dynamic with events and celebrations
• Excellent compensation and comprehensive benefit package

Summary: The Patient Experience Representative supports patients contacting CHOICE Healthcare Service for patient care related inquiries. This includes new patients who would like to establish care or existing patients with specific or general care needs. This position provides best-in-class customer service and communications via multiple channels and platforms, and serves as back-up support for clinic calls and other tasks as assigned. This position will be working onsite at our Administrative office in Sacramento, CA.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Answer high volume of incoming calls and place outbound calls using established service standards, phone/email/chat etiquette, and communications scripts, and respond to patient inquiries as they relate to healthcare services.
• Act as primary point of contact for patients via phone, email and chat systems demonstrating high levels of comprehensive customer service as a Brand Ambassador to nurture and build long-lasting relationships built on trust and exceptional customer service.
• Determine how best to handle the phone calls, emails, and chat messages, and take necessary action with the goal to convert calls to scheduled appointments for CHOICE clinics.
• Review insurance eligibility for applicable callers when scheduling appointments or communicate with the virtual benefits team to verify eligibility as appropriate per protocol.
• Verify that all information is accurate and updated at each patient contact point.
• Contact and schedule referral patients with high levels of comprehensive customer service and follow-up with referral partners as appropriate to maintain positive relationships and efficient patient information transfer.
• Document in patient management system and shared tracking files the results of contact.
• Maintain strict patient/client confidentiality at all times.
• Direct contacts (non-patient care-related communications) to the appropriate person or department.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Expectations of Performance: The employee in this role shall be considered to be performing in an acceptable manner when carrying out the CHOICE Values:

• Compassion
• Hard work
• Openness
• Integrity
• Continuous Improvement
• Engagement

Education and/or Experience:

• High School diploma or equivalent
• Bilingual in Spanish preferred
• 1+ years of customer service experience, preferably in a call center environment

Computer Skills: To perform this job successfully, an individual should have knowledge of basic office equipment such as: computer, internet, email, copy and fax machines, and telephone.

Physical and Emotional Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop kneel and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The noise level in the work environment is usually moderate.