Job Overview

The Patient Experience Expert coordinates patient care by managing inbound scheduling calls, Healow portal messages, and general inquiries in a fast-paced, remote environment. Working closely with providers and medical liaisons under the direction of the Practice Administrator, you will proactively identify and schedule a minimum of 10 eligible patients daily for Annual Wellness Visits. This role requires verifying insurance eligibility and benefits before booking appointments while maintaining strict HIPAA confidentiality. The position features a full-time schedule, operating Mondays from 8:00 AM to 2:00 PM and Tuesdays through Fridays from 8:00 AM to 5:00 PM.

Schedule: Mon 8 am - 2 pm; Tues-Fri 8 am - 5 pm (35 hours or more per week)

Lunch Every First Tuesday of the month lunch will be held 1:00PM-2:00PM

Responsibilities

• Uphold the mission, values, policies, and procedures.
• Maintain patient confidentiality and protect protected health information (PHI) in accordance with HIPAA and organizational policies.
• Deliver an exceptional patient experience by demonstrating professionalism, empathy, and a patient-first approach.
• Triage inbound scheduling calls and Healow patient portal scheduling messages in accordance with established workflows.
• Schedule patient appointments, coordinate care, and ensure patients are scheduled with the appropriate provider and appointment type.
• Verify insurance eligibility, benefits, assignment of benefits, prior to scheduling appointments.
• Complete pre-visit chart preparation, including demographic verification, insurance review, and identification of scheduling needs.
• Identify preventive care opportunities and schedule Annual Wellness Visits (AWVs), routine physicals
• Proactively identify and schedule a minimum of 10 eligible patients daily for Annual Wellness Visits (AWVs) and/or routine physical examinations while maintaining scheduling accuracy and excellent patient service.
• Assist patients with general questions regarding appointments, billing, insurance coverage, and navigate accordingly.
• Resolve patient concerns, provide appropriate solutions, and escalate issues to leadership or clinical staff when necessary.
• Maintain daily communication with the Practice Administrator and Patient Experience Expert Lead regarding workflow, patient concerns, scheduling updates, and operational priorities.
• Attend required meetings, departmental huddles, training sessions.
• Complete accurate, timely, and thorough documentation within the Electronic Medical Record (EMR).
• Maintain established productivity, quality, and patient satisfaction standards as defined by
  Midland Medical.

Requirements

• 1–2 years of experience in medical receptionist/patient scheduling.
• 1–2 years of experience working with EMR systems.
• 1–2 years of patient care experience
• Ability to work independently while maintaining productivity and quality standards in a remote environment.
• Ability to follow established policies, procedures, and clinical scheduling protocols.
• Strong verbal and written communication skills.
• Excellent organizational, time management, and prioritization skills.
• Ability to manage multiple tasks simultaneously in a fast-paced environment.
• Knowledge of medical appointment scheduling workflows, and preventive care services preferred.
• Knowledge of insurance eligibility benefits.
• Proficiency in Electronic Medical Record (EMR) systems and multi-provider scheduling.
• Accurate data entry skills with strong attention to detail.
• Basic mathematical skills for processing patient payments and financial transactions.
• Strong critical thinking, problem-solving, and sound decision-making skills.
• Ability to remain calm, professional, and solution-focused during challenging or high-volume situations.
• Ability to demonstrate empathy while effectively de-escalating patient concerns.
• Ability to receive and apply constructive feedback to support professional growth.
• Ability to collaborate effectively with Practice Administrator, Patient Experience Expert team
• Proficiency with Microsoft Office applications, patient portals, and other healthcare technology platforms.
• Ability to maintain confidentiality and safeguard protected health information in accordance with HIPAA.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.