Patient Experience Specialist
 Oklahoma Heart Hospital | |
paid time off, 401(k)
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 United States, Oklahoma, Oklahoma City | |
| 9417 North Council Road (Show on map) | |
 Apr 11, 2025 | |
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Overview Join Our Team at Oklahoma Heart Hospital (OHH) ONE TEAM. ALL HEART. At OHH, we believe that patient care is truly at the heart of everything we do. Our dedicated team members are involved in every step of our patients' journeys, bringing hope, compassion, and healing to both patients and their families. Together with our physicians and caregivers, we're shaping the future of heart care in Oklahoma by serving the state and leading the nation. Why You'll Love Working Here: Comprehensive Benefits: Medical, Dental, and Vision coverage 401(k) plan with employer match Long-term and short-term disability Employee Assistance Programs (EAP) Paid Time Off (PTO) Extended Medical Benefits (EMB) Opportunities for continuing education and professional growth Please note that benefits may vary by position, and some roles (like PRN, Flex, Float, etc.) may have exclusions. For eligible positions, benefits start on your first day! We can't wait for you to join our heart-centered team! Location: 7800 NW 85th Terrace, OKC OK 73132 Shift: Full-Time, Days Monday -Friday Responsibilities The OHH Patient Experience Specialist ensures patients have positive financial service interactions with OHH, by understanding the patient's needs, preferences, and feedback to improve the customer service experience. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals. The Patient Experience Specialist will interact with patients via various channels (phone, email, MyChart, etc.) regarding their customer service interactions. They will respond as a neutral party to address concerns by actively listening, instilling trust, and conveying professionalism to the patient(s). This role will also track and monitor escalations to help identify potential root causes; and provide feedback to implement initiatives that will improve patient satisfaction. Address and resolve escalations and complaints resulting from customer service experiences that may include: billing/statement issues, payment posting/delays concerns, inappropriate customer service interactions, technology concerns, etc. Provide explanation of insurance transactions, business office processes, using a simplified approach to help patients understand how accounts are handled. Ensure corrections/solutions to specific financial service issues are addressed appropriately and timely. Work with the Customer Service Manager and self-pay vendors to manage all open escalation and complaint issues. Providing feedback/recommendations for an improved experience. Qualifications Education: Associate's degree in healthcare, business, or communications is preferred, or experience in lieu of education. Experience: Minimum of three (3) years of medical billing, insurance follow-up, or customer service. Epic experience is a plus. Working Knowledge: Must possess a foundational knowledge of data analytics and intermediate Excel skills. Interpersonal Skills: Must be able to effectively interact and communicate with patients, adjacent departments, staff, physicians, and other hospital leaders. Must be comfortable working directly with vendors and patients on open balances.
The OHH Patient Experience Specialist ensures patients have positive financial service interactions with OHH, by understanding the patient's needs, preferences, and feedback to improve the customer service experience. This position partners with patients, leaders, providers, and staff to realize organizational patient experience goals. The Patient Experience Specialist will interact with patients via various channels (phone, email, MyChart, etc.) regarding their customer service interactions. They will respond as a neutral party to address concerns by actively listening, instilling trust, and conveying professionalism to the patient(s). This role will also track and monitor escalations to help identify potential root causes; and provide feedback to implement initiatives that will improve patient satisfaction. Address and resolve escalations and complaints resulting from customer service experiences that may include: billing/statement issues, payment posting/delays concerns, inappropriate customer service interactions, technology concerns, etc. Provide explanation of insurance transactions, business office processes, using a simplified approach to help patients understand how accounts are handled. Ensure corrections/solutions to specific financial service issues are addressed appropriately and timely. Work with the Customer Service Manager and self-pay vendors to manage all open escalation and complaint issues. Providing feedback/recommendations for an improved experience. Education: Associate's degree in healthcare, business, or communications is preferred, or experience in lieu of education. Experience: Minimum of three (3) years of medical billing, insurance follow-up, or customer service. Epic experience is a plus. Working Knowledge: Must possess a foundational knowledge of data analytics and intermediate Excel skills. Interpersonal Skills: Must be able to effectively interact and communicate with patients, adjacent departments, staff, physicians, and other hospital leaders. Must be comfortable working directly with vendors and patients on open balances. | |