Job Details
**Patient Experience Team Leader**
**Patient Experience Team Leader**
Westmed Medical Group is currently seeking a full-time Patient Experience Team Leader for our Greenwich, CT site. The scheduled days and hours are Monday - Friday: 8:00am - 4:30pm.
Patient Experience Team Leaders champion the highest standards of a best-in-class patient experience. The incumbent acts as a conduit between management and staff in providing high levels of consistent patient satisfaction and process efficiencies.**Essential Functions and Job Responsibilities:**
* Champions the standards of excellence in the Westmed Front Desk Patient Experience Policy.
* Acts as a role model to others in providing excellence in patient satisfaction. Is emblematic of the high standards of a patient centric model of health care delivery.
* Serves as an escalation point of contact in the resolution any patient experience related issues, autonomously will take action where and when needed to address issues.
* Flawlessly executes and oversees all front desk policies, procedures, and initiatives.
* Serves as a valued counselor to Patient Experience Manager in the development and evaluation of Patient Experience Associates.
**Is a role model in the performance of all duties of a Patient Experience Associate including but not limited to:**
* Warmly meets and greets patients, is proactive in introducing self to patients, employees, and guests by stating your name in face-to-face encounters. Includes the following language in greeting patients with a noticeable smile: "Good morning/afternoon, Welcome to Westmed, My name is _______, How may I help you today". Upon completing the check-in, consistently thanks the patient for choosing Westmed, reiterates their name, and cordially reassures the patient to come to them should they need assistance during their visit.
* Helps lost patients and guests find their way by walking them to their destination when needed (seek help from co-workers as needed to assure coverage).
* Makes eye contact with patients.
* Always serve as a team player and removes the term and/or inference of "That's not my job" from their vocabulary.
* Provides a superior patient experience as a positive ambassador for Westmed in support of the organization's patient centric model of health care delivery- everyday.
* As appropriate during non-peak time periods, walks the facility as an Ambassador to Westmed asking patients if there is anything they can do for them.
* Addresses and resolves any problems that a patient may have to the best of one's abilities.
* Escalates unresolved problems to manager.
* Imparts empathy, compassion, and gratitude at all times.
* As appropriate, communicates information about delays to the patient and apologizes accordingly.
* Reviews and updates patient demographics and insurance information and accurately scans important documents into Athenanet.
* Assist patients (as needed) and registers patients arrival in v.
* Collects co-pays and fees for service; enters payment information into patient records.
* Obtains and properly distributes messages using the Athenanet.
* Batches and reconciles money, checks, and credit cards against Athenanet report.
* Completes deposit form as per WMG policy.
* Obtains and processes referral information and notes patient records accordingly as requested.
* Verifies patient insurance eligibility and notes patient records accordingly as requested.
* Consistently exceeds the Customer Service standards as established by Westmed.
* Performs general office duties as assigned.
**Required Qualifications:**
* High school graduate or equivalent required, Associates degree preferred.
* 1-3 years of customer service experience required, experience in a medical setting preferred.
* Excellent customer service skills.
* Strong in both verbal and written communication.
* Strong knowledge of Athenanet, computer programs, and good typing skills.
* Ability to plan, prioritize, and complete delegated tasks in a reasonable span of time.
* Ability to work independently and as a member of a team.
* Cross-coverage of other positions, as needed, and therefore a measure of flexibility to respond adequately to changing demands is required.
**Westmed COVID-19 Disclaimer**
Due to the increased number of COVID-19 cases and the surge of the Delta variant, Westmed requires all new hires to provide proof of their COVID-19 vaccination or to obtain a COVID-19 vaccine upon hire. Westmed provides accommodations to new hires that provide legitimate medical or religious reasons for their inability to receive the COVID-19 vaccine and will be required to sign a waiver of acknowledgement. Westmed is committed to preventing the spread of infectious diseases and our goal is to provide a safe and healthy environment for our employees and for those we serve within our communities.
**Total Rewards at Westmed Medical Group**
Our employees are essential to our mission of being trusted partners in the comprehensive, lifelong care of our patients. In turn, it is essential to Westmed to provide our employees and their families with . We provide a valuable suite of benefit, wellness, and compensation programs and resources to support the needs of our employees and their families at various stages of life. In addition, we prioritize modern and safe office environments, state-of-the-art equipment and technology, and employee performance and recognition programs that foster professional and personal development and career growth opportunities.
Here at Westmed, our total rewards include, but are not limited to:
* **Benefits on Day 1** - Health and insurance coverage is essential now more than and ever, and we've got you covered as soon as you start employment.
* **Complimentary Care at Westmed** - FREE copays, visits, eye exams, discounted optical frames, and more for employees and their families when seeing internal Westmed providers.
* **Voluntary Benefits** - Wide array of supplemental benefits to meet individual needs such as vision, pet insurance, legal, hospital indemnity, accident, critical illness, life insurance, short term and long term disability, FSA, DCA, and other benefit plans.
* **Work/Life Balance** - Paid time off including PTO, birthday day off, bereavement, holidays, and more so employees can take a break or care for themselves and their family.
* **Paid Maternity Leave** - Paid time off for the birth of a child to assist with important time away while welcoming the newest addition to your family.
* **Retirement Investing** - 401(k) plan, safe harbor annual contribution, and more to help you build towards your retirement.
* **Financial Wellness** - Educational courses, webinars, and coaching to help foster financial literacy.
* **Robust Wellness Program** - New interactive program that encompasses education, challenges, and rewards for physical, mental, and financial health.
* **Perks & Discounts** - Access to a variety of different discounts for fitness, events, wellness, education courses, and more.
* **Beyond Base Pay** - Referral rewards, annual merit reviews, LPN tuition reimbursement, and performance programs.
**We Are Westmed**
Westmed Medical Group is a large, award-winning multi-specialty medical practice, with headquarters in Purchase, NY. It is staffed by a team of over 400 Physicians and Advanced Practice Providers who are dedicated to providing coordinated, efficient and the highest quality of patient care at its 13 locations in Westchester County, NY and Fairfield County, CT. The practice, known for its one-stop-shopping medical experience for patients, uses state-of-the-art systems and has a national reputation for measured healthcare excellence. Westmed offers 60+ medical specialties and currently has over 1,000 employees. Our mission is to be your trusted partner in comprehensive, lifelong care. The foundation for service excellence at Westmed Medical Group starts with the patient experience and