• Customer service focused on providing support to internal customers for achieving metrics set forth by the organization to enhance the experience of our external customers. • Lead problem resolution efforts with key departments to identify root cause and corrective action needed for future improvement to customer service.• Develop and disseminate analytical reports.• Leads and directs assigned project work through to completion working with leaders to ensure projects are delivered in accordance with a rollout strategy.• Coordinate the implementation of new practices and providers into the survey process.• Purposeful Leader Rounding on staff and patients to ensure satisfactory experience outcomes.• Provide administrative support for the implementation of patient experience initiatives.• Provide Press Ganey service process and data reporting training to staff, managers and directors.• Facilitate process improvement in customer service by managing projects and influencing internal customers without authority.• Facilitate internal communications to management team as needed to improve customer service processes.

• Provide non-medical educational support and advocacy to patients and their families.• Investigate, document and respond to patient and visitor complaints and concerns.• Escalate complaints and concerns to appropriate personnel or department as necessary to obtain a timely and satisfactory resolution.• Explain the organization’s policies and procedures to patients and visitors.• Develops, implements and participates in customer service and patient relations initiatives.• Regularly analyze complaint data and report to the appropriate leadership.• Provide administrative support for the implementation of patient relations initiatives.• Ensure that complaints are logged into the computer database.• Compiles patient satisfaction data and generates reports throughout organization on trends.• Proactively engages with multiple department and personnel in the handling of patient complaints and concerns from intake to resolution.• Monitors patient relations line and ensures calls are returned in a timely manner.• Make decisions and recommendations in the handling of concerns and complaints.

•General administrative duties which include, answering phones, correspondence, filing, customer service, scheduling appointments, communication with physicians, attorneys and patients. •Effectively communicating with patients when they make inquiries, by phone or at in office•Screening and referring incoming phone calls and visitors to ensure accurate, timely, and positive communication, facilitation, and representation of SWCHC•Demonstrate regard for the dignity and respect of all patients, family members, staff, and visitors•Understanding and adhering to all HIPAA regulations regarding patient confidentiality and record keeping •Ensure clinicians complete authorizations accurately and in a timely fashion to ensure proper medical reimbursement

•General administrative duties which include, answering phones, correspondence, filing, customer service, scheduling appointments, communication with physicians, attorneys and patients. •Administer the hospital’s Patient Health Portal. Assisting patients with the sign up requirements to access their health records. Educating the patient on the use of the Health Portal. Maintaining the IT system to ensure the system is in proper working order. Provide customer service to patients who contact the hospital with any questions pertaining to the portal and providing the requested information in a timely manner to ensure patient satisfaction•Coordinate and maintain government/insurance company audits to ensure accurate, timely filing requiring strong attention to detail.•Organize and maintain audit tracking system using Excel. Maintain data file and update case files to ensure accuracy of audit requests.•Compile and analyze statistical clinical reports for various departments in the hospital.•Code laboratory visits to ensure proper billing of services.•Utilize Meditech, Prism and RacAssist programs.•ROI analyst providing record requests for government, subpoenaed and patient requestors following HIPAA privacy regulations.