Rockford Gastroenterology Associates is a premier gastroenterology practice serving northern Illinois and southern Wisconsin. As our Patient Experience Float, you will be responsible for the front desk services by providing efficient and reliable service, routine information, and welcoming patients and guests. Duties will include the operation of a telephone communication system, use of the electronic medical record and/or practice management software, assisting patients with required forms, collection of co-pays, use of oral and written instructions in English, use of a pleasant voice, and ability to speak clearly and directly. This position requires significant customer service and verbal skills as well as a willingness to continually improve company processes.

The ideal candidate will need an understanding of the telephone communication system and the electronic health record, as well as the policies that support the usage and access of data contained therein. The ideal candidate will need to have experience verbally communicating with customers and basic computer skills. As this role will be visible to all business partners, and/or leaders, we are looking for someone that has excellent communication skills (verbal and written), with the ability to interact with diverse audiences. As our Patient Experience Float your recommendations and improvements will be vital to process improvements and problem resolution.

Duties and Responsibilities:

Must be able to perform duties with or without reasonable accommodation.

• Welcomes patients and guests in a pleasant, caring, and considerate manner.
• Conducts visit check-ins and assists patients with required forms.
• Collects patient co-pays.
• Updates patient information in the electronic medical record and/or practice management software.
• Monitors visitor access.
• Provides general information to callers as requested following departmental policies.
• Efficiently uses the switchboard and paging systems following standard procedures.
• Announces and pages emergency codes accurately and with expediency.
• Receives, enters, and accurately relays all messages as required.
• Assists in communicating and modeling the overarching company strategy and core values of the organization to create a proper work environment and sense of teamwork among employees.
• Adheres to and assists his/her direct leader in ensuring standards, policies, and HIPAA guidelines are met.
• Fosters a team-based work environment that shares common values of respect, diversity, trustworthiness, and collegiality.
• Supports team leaders in the delivery of project objectives and deliverables.
• Acts as a knowledge source and mentor for team members.
• Collaborates with team members and communicates relevant information to leadership.
• Upholds the security and confidentiality of company documents, patient information, and data.
• Other duties as assigned.

• Collaborates and Cooperates with Team: Commits to and supports a collaborative and high-performing working environment with peers and managers.
• Drives for Continuous Improvement: Seizes opportunities and proactively takes concrete actions to eliminate waste. Goes the “extra mile” and persistently produces quality improvements.
• Focuses on the Customer: Seeks to understand underlying customer needs to create value. Drives the team to maintain focus on patient satisfaction.
• Plans and Prioritizes: Sets priorities and organizes information to achieve positive results efficiently and effectively.
• Thinks Critically and Resolves Problems: Responds to emerging problems in an accurate and timely manner. Leverages available resources to address situations before they occur.
• Other duties as assigned.

Job-specific Competencies

Knowledge/Skills/Abilities:

• Experience with patient schedules and reception, electronic health records, practice management, and ancillary software.
• Experience with phone switchboard systems, electronic health records, practice management, and ancillary software.
• Reasonable knowledge of HIPAA rules and regulations and PHI.
• Participates in continuous process improvements for various areas.
• Gives attention to detail and follows instructions.
• Excellent verbal and written communication skills.
• Effective time management; maximizes productivity.
• Pursues tasks with energy, drive, and perseverance.
• Maintains composure when difficult situations arise.
• Learns quickly when facing new problems; relentless and versatile learner; open to change.
• Spanish Bilingual preferred but not required.