Patient Experience Representative

Who We Are:

ICAN is a therapist-owned and operated multidisciplinary pediatric therapy clinic with 2 locations in Bellevue, Washington. We are committed to the best hope and future for children, serving a diverse population ages birth to 21 years. Check out our website!

Position Summary:

The Patient Experience Representative (PER) is an integral part of our multi-disciplinary team. The PER serves as a patient liaison and customer service champion. Our PERs are organized, efficient, effective problem-solvers and multi-taskers. They have a contagious and positive work ethic that inspires others. Our PER’s model the ICAN values of patient care, community, and collaboration. Through consistent, thorough, and positive communication that make each customer feel informed, understood, and special.

The PER plays a vital role in collaborating both with families and clinical teams to ensure each patient is receiving excellent care and contributes valuable ideas and feedback.

Responsibilities and Duties:

• "Own" front desk and lobby space, keep tidy, presentable, and comfortable for patients and families
  
• Greet all families and patients and provider support and direction as needed
• Schedule, reschedule, and coordinate all patient appointments per clinic protocol
• Maintain excellent customer service on all communication in person, via phone, and via e-mail
• Accurately review and complete intake paperwork as needed
• Maintain updated records and files
• May collect copays, balances, and any additional payments from patients in a genuine, caring, and friendly manner
• Work collaboratively with billing department as needed to support collection of payments
• Review and audit patient records
• Answer, investigate, and/or direct patient inquiries or complaints to appropriate team members
• Follow up with patients to ensure inquiry has been satisfactorily addressed
• Pursue all responsibilities with focus and passion; define work in terms of success and can be counted on to complete goals

Competencies/Soft Skills:

• Independent time management, collaborative, cooperative, excellent communicator, direct, clear, patient, organized, able to multi-task, independent problem solver, customer-service oriented

Department Metrics:

• Patient attendance/cancellation rate
• Customer service feedback surveys
• Patient record audit

Qualifications:

• Experience as front desk representative, agent, or related position
• Familiarity with office machines (fax, copier, etc.)
• Basic office management knowledge
• Proficient in MS Office (Word, Excel, etc.)
• Proficient in English (written and oral)
• Passing Background Screening and verification
• Able and willing to:
  • maintain a safe working environment for staff and clients
  • mix and manage cleaning solutions
  • lift and carry 60 lbs., stand, move quickly
  • see, hear, and speak
  • use hands and arms
    

The Patient Experience Representative must hold the position for at least 6 months before applying for a transfer to a different position within ICAN and must meet the qualification requirements of the position to be considered for a transfer.