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Patient Experience Representative 

Location Ewing, NJ (1680 N. Olden Ave.)  
Full-Time/Part-Time Full-Time  
Category Customer Service - Front Office  

General Position Summary

The Patient Experience Representative will serve as a resource lead employee for all staff in the front office role; they must greet patients, activate patient files and provide support to patients and medical staff. The Patient Experience Representative will work closely with the Center Manager to ensure operational and patient satisfaction goals are reached while providing champion customer service. The Patient Experience Representative will ensure quality control in all aspects of front desk management and uphold high standards of customer service, speed of delivery and efficiency of patient flow and charting, with an emphasis on collection of co-payments, fees for service, outstanding amounts due from patient, MedDispense and financial reconciliation.

MedExpress Core Responsibilities

  • Has a contagious and positive work ethic, inspires others, and models the behaviors of Genuine, Caring, Friendly.
  • Demonstrates effective verbal and written communication that is clear, well-organized, and demonstrates an understanding of audience needs.
  • Through genuine and positive communication, makes each customer feel informed, understood, and special.
  • An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments.
  • Is able to keep up in the MedExpress environment by facing tasks and challenges with energy and passion.
  • Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals.
  • Adherence to standards of business conduct and compliance.

Major Responsibilities

  • Upholds and carries out all MedExpress Patient touch points in all aspects of the Patient Experience.
  • Train new hire and retrain Front Office Assistants for performance improvement on all aspects of the Patient and Payment Experience. Must be proficient in all job responsibilities within the Patient and Payment Experience areas.
  • Maintain a clean work environment and professional appearance to comply with relevant health and safety procedures.
  • Increase collections by taking every action at the center level to collect copays, balances, secure Convenient Pay contracts, and additional Prompt-Pay services and additional front end metrics as assigned in a Genuine, Caring, Friendly manner. Works collaboratively with the Revenue Cycle and Field Trainers.
  • Lead center level revenue cycle items by verifying the front office staff is educated on expectations related to the accuracy of patient insurance and visit information. Includes performing tasks related to the approved resolution of revenue cycle errors at the center level. Actively participates in driving Convenient Pay metrics and retraining for other front office staff.
  • Remain informed of operational improvements and ensure all Front Office Assistants are knowledgeable and comfortable with transitions. Audits how the staff communicates the collection of payments.
  • Works rotation/fair share of weekends.
  • Attends internal calls or training for specialized/development of workflows and policies and procedures.
  • Required to pursue/maintain continuing education related to your respective specialty.
  • Ensure correct collection of all charges and documentation for all patients checking out.

Position Requirements

Knowledge, Skills, Abilities and Other Qualifications

  • Ability to multi-task and work well under pressure.
  • Knowledge of basic computer software and the ability to learn electronic medical records.
  • Communicates well with patients and medical staff.
  • Prior experience in a medical office setting or 6 months as a Front Office Assistant.
  • Ability to follow OSHA/HIPAA guidelines.
  • Preferred Athena and/or billing experience.
  • Associates degree or equivalent preferred.

Working Conditions

Center-Based. Requires working in a clinical setting. The noise level is moderate and there is a potential for exposure to infectious diseases and blood-borne pathogens. Also requires: travel to other Centers, the ability to stand and sit for hours at a time, (with some bending and stooping), ability to use manual dexterity in relation to clinical requirements, and ability to lift 50 lbs.

About the Organization MedExpress opened the doors of its first location in Morgantown, West Virginia in 2001 to create a welcoming, considerate neighborhood medical center.

Since then, MedExpress has grown as part of our commitment to making sure patients in communities across the country have access to high-quality care when they need it. Today, we are uniquely positioned to address two of the largest challenges facing the U.S. healthcare system-access and affordability. By living our values of Genuine. Caring. Friendly® in everything we do, we have the amazing power to improve peoples' lives.

As we work to solve the challenges in health care today, we need individuals who will be brave enough to tackle challenges and seize opportunities. The ability to provide high-quality care and exceed our patients' expectations belongs to each of us-whether you are a physician in our center or part of our IT team in our administrative offices. It is our responsibility to bring it to life for every MedExpress patient.

Together, we can revolutionize health care.

At MedExpress, we believe a satisfying work environment makes our teams more successful at delivering the care and compassion needed. We offer:
• Competitive salaries and benefits
• Flexibility and balance
• Development opportunities
• Appreciation and recognition
• Community engagement

Be a part of the team that is redefining the healthcare experience - one patient at a time.
Exempt/Non-Exempt Non-Exempt  
EOE Statement MedExpress strives to maintain a workplace that accepts and appreciates the differences among our employees. The company will not discriminate against any applicant or employee based on age, race, gender, color, religion, national origin, ancestry, disability, marital status, covered veteran status, sexual orientation, gender identity and/or expression, genetic information, status with respect to public assistance or any other characteristic protected by state, federal, or local law.  

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