Patient Experience Coordinator / Medical Office Administrative Assistant

About Us: 

Located in Diamond Bar, CA, Serenity AG is opening a new, innovative mental health practice meticulously designed down to every detail to deliver the most amazing patient experience possible. Our new location specializes in treating treatment resistant depression, anxiety, PTSD, and other related medical and behavioral health issues. Everything we do is driven by our desire to offer the best in care and experience for our patients.  Our top-tier providers are the best in their field, our facility is designed for unparalleled comfort in every aspect, our Patient Advocate team is simply unmatched anywhere.  Every patient has a personal Patient Advocate that will assist in every detail from scheduling, transportation, in-clinic amenities, and handle 100% of all paperwork related to insurance.  Our patients have the luxury of focusing on their healing while we do the utmost to handle every other detail for them. 

Job Description:

We are seeking a dynamic and experienced Patient Experience Coordinator to help deliver on our vision of redefining what it means to be a patient-centered practice.  We are looking for a candidate who has experience working in a medical office and interacting with patients.  We want a candidate who presents professionally and has excellent communication. This role requires a candidate who has computer skills, and a tremendous attention to detail.  The ideal candidate would be  an energetic individual who is dedicated, friendly, organized, reliable, a good multitasker, and customer-service oriented. This role will include a wide range of in-clinic administrative duties, patient interactions, and medical staff support.

Responsibilities: 

• Manage day-to-day operations of the clinic to ensure exceptional experiences for our patients and provider staff.
• Responsible for creating an atmosphere that allows both the patients and the managing physician to have the bext experience possible.
• Responsible for timely opening and secure closing of the clinic, patient communications, scheduling, coordinating patient care and intakes, collecting payments/copays, inventory management, and related duties.
• Responsible for prospectively identifying gaps in patient service or office flow and suggesting improvements. 
• Answering patient calls, emails, and voicemails 
• Scheduling appointments for new and current patients 
• Assist the authorization team in verifying insurance eligibility and benefits 
• Be an integral part of an amazing patient experience 
• Provide seamless arrival/departure experience for all patients starting from profile check, pre-arrival communications, treatment room inspection, meet and greet, in-room check in, personalized amenity requests, and individualized safety requirements.
• Assisting in manage intake and other medical forms 
• Responsible for rooming patients which will include pushing any patient in a wheelchair when applicable and necessary.
• Seamlessly work alongside the clinical team to provide personalized care and ensure each patient feels like the only patient we serve.
• Utilize  necessary clinical skills to check vitals, testing, and assist in medical procedures.
• Handle telephone calls coming in and going out of the clinic. 
•  Assist with management of the inventory of clinical supplies. 
• Responsible for preparing the patient rooms between patients.
• Maintaining tidy and organized office space and patient rooms.
• Creation of and management of patient files.
• Handle any administrative errands which may include but is not limited to  going to the post office, picking up office supplies, and processing mail deliveries. 
• Handle any scanning and filing of paperwork.

Requirements

• Enjoys solving  problems and presenting solutions to the leadership team
• Possesses a startup mentality and the ability to function in a fast-pace environment 
• Ability to adapt quickly to changes and apply strong problem solving skills
• Flexibility to changes in circumstances. 
• High emotional intelligence with high degree of empathy
• Proactive, self-starter 
• Open to receiving and providing constructive feedback 
• Maintains effective work ethic  in a highly collaborative and hybrid work environment 
• Customer service oriented with the ability to adapt/respond to different individuals
• Exceptional organizational skills, attention to detail, and ability to multitask
• Excellent personal presentation and interpersonal skills.
• Able to sit, stand, and walk up to 8 hours with ability to lift and carry up to 20lbs
• Proficiency in working in our technology suite: Google Workspace, Chromebooks, MacBooks, mobile apps, etc.
• Efficient Communication skills as this role will involve time on the telephone, both receiving inbound calls and making outbound calls.
• College degree in healthcare administration or business administration would be considered a plus.

Benefits

• Paid vacation and sick time
• Medical/Dental/Vision Insurance
• 401K Retirement savings plan with 6% match
• Employee Assistance Program
• STD/LTD insurance
• Life Insurance
• Growth & Development opportunities