Patient Experience Associate (PXA)

Company: Mindful Care
Location: Hauppauge
Posted on: June 14, 2022

Job Description:

About Mindful:

Are you passionate about mental health & wellness and wish to make a difference in people's lives? Do you wish to make a positive impact on the current mental health crisis in this country? Mindful Care is the only multi-state tech-enabled mental health urgent care leader tackling issues such as access to care and affordability for psychiatry and therapy services by offering both in-person and telehealth care offerings. We are passionate about bridging the gap in access to mental healthcare in a way that promotes overall health and wellbeing for those who want help now. By weaving together our core values of professionalism, evidence-based methodologies, teamwork, adaptability, meritocracy, and putting the patient first, we can work together to ensure we are providing quality care to the populations we serve.

Position Summary:

We are hiring a Patient Experience Associate (PXA) to handle all patient-facing tasks and inquiries while providing exceptional customer service. The PXA will represent and be the "face" of Mindful Care and is responsible for handling patient scheduling/rescheduling, payment collections, and inquiries related to Mindful Care services via phone calls, texting, and email for all locations. You will also be responsible for triaging incoming inquiries for other departments and re-engaging patients who no-show for their appointments or had a poor experience. THIS IS AN IN-OFFICE POSITION.

The ideal candidates will have a passion for helping others and be able to support and advocate for the best possible patient experience.

Reports to: Director of Patient Operations

Position Responsibilities:

• Interact with prospective patients to connect them to Mindful Care
• Answer all incoming calls for all locations
• Handle all scheduling / rescheduling requests via phone/email/text
• Proactively outreach to patients who leave bad reviews/low NPS scores
• Re-engage lost pts and no-shows
• Return any voicemails that are left outside of business hours
• Tackle all provider requests for patient contact
• Payment collections (when failed CC)
• Triage all incoming inquiries for other departments
• Other tasks as assigned by management
  
  Qualifications:
  
  • High school diploma or equivalent required
  • Experience in a call center environment; previous experience in healthcare is preferred
  • Prior customer service experience (medical or mental health practices preferred)
  • Ability to provide excellent customer service over the phone, email, text
  • Excellent interpersonal skills and professional manner
  • Strong verbal and written communication skills
  • Must be well organized and attentive to details
  • Must be able to multi-task and prioritize work in a fast-paced work environment
  • Must have strong computer proficiency
  • Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.
    
    Additional Benefits:
    
    • Medical, Vision, Dental Health Benefits
    • Commuter Benefits
    • Health Savings Account
    • Dependent Care Savings Account
    • Flexible Spending Account
    • 401(k)
      
      Wage:
      
      $20-25/hour
      
      Position Type / Schedule:
      
      IN-OFFICE POSITION (No remote options)
      
      Monday through Friday:
      
      8am-4pm EST

Keywords: Mindful Care, Westport , Patient Experience Associate (PXA), Other , Hauppauge, Connecticut