Patient Relations Specialist I

Evergreen Health

At Evergreen and our affiliates, we value collaborative, down-to-earth individuals and encourage self-expression. We recognize that our diverse workforce allows us to provide culturally competent care to everyone in our community.

The Patient Relations Specialist I serves as the primary dual-channel first point of contact for the organization, responsible for both welcoming in-person visitors and managing high-volume inbound telephone calls, enhancing patient experience. They combine warm reception, clear direction and efficient call-handling. They provide exceptional patient care by taking ownership of each interaction promptly and greeting all in a friendly, professional manner. Understanding what is important to each patient or visitor, they direct individuals to correct areas of the organization, transfer calls to appropriate parties as needed, and provide general information obtained from a variety of sources to field questions directly.

As part of the essential functions of this role, the Patient Relationship Specialist I:

• Ensures a positive patient experience while acting as the primary point of contact either by phone or in person
• Rotates between in-person/front desk and phone operator support stations
• Assists callers in identifying needs and directly transfers calls to appropriate front desk areas/departments or uses interoffice software to determine availability of staff and notifies individuals so they have time to prepare to speak with callers
• Retrieves voicemail messages from the phone system daily and in a timely manner, replying directly to caller or routing messages to appropriate individuals
• Welcomes all patients, potential patients, and visitors in the lobby, working closely with the Security team to ensure everyone is properly directed to scheduled or non-scheduled appointments/areas
• Reaches out to departments or individuals announcing prospective new patients wishing to learn about or enroll in services and/or any potential visitors
• Performs database retrieval for staff directory information (Microsoft Teams, Ring Central, EMR (Medent) and patient look-up software (Dundas) used for general patient information including upcoming appointments, care teams and enrolled programs
• Dispenses general information obtained from a variety of sources to field questions regarding locations, departments, phone numbers, operational hours, available services, etc.
• Works closely with the City/Public Safety Department as needed by contacting them during emergency or non-emergency situations knowing what immediate and follow-up action to take when an emergency call is required.

Qualified candidate will have a high school diploma or GED; at least one year of phone operator or customer service experience preferred; strong verbal and written communication skills, with bilingual English and Spanish strongly preferred; awareness of and sensitivity to the issues and health disparities faced by underserved populations is essential

Job type: Full-timethis position will start/train at 206 S. Elmwood with the potential to move to our new Kensington-Bailey location upon completion

Required Education: High School diploma or GED

Required Experience: Bilingual English and Spanish strongly preferred; at least one year of phone operator or customer service experience preferred

This position is posted with a salary range. The actual rate of pay offered will be based on a variety of individualized factors, including but not limited to a candidate's skills, relevant experience, educational background, internal equity, and market considerations.

What Evergreen Health Offers You:

• Multiple comprehensive medical health insurance plans to choose from
• Dental and Vision coverage at no cost to you
• Paid Time Off package equaling up to 4 weeks in your first year
• 403b with a generous company match
• Paid parking or monthly metro pass
• Professional development opportunities
• Paid lunch breaks

Evergreen Health is an Equal Opportunity Employer; we do not discriminate on the basis of age, citizenship, color, disability, ethnic or national origin, gender expression, gender identity, language, race, religion, sex, sexual orientation, socioeconomic status, or any other characteristic protected by federal, state, or local law.