Patient Experience Supervisor (PES)

The Patient Experience Supervisor (PES) is committed to ensuring proper support for therapists as well as patients for their physio and other therapeutic needs is provided. Responsibilities include patient reception, scheduling, medical records management, patient flow and treatment room set up and administration. In addition, the Patient Experience Supervisor supervises and coaches Patient Experience Coordinators, handles escalated issues and clinic administration (such as accounts receivable, responding to lawyer letters, etc.)

The Patient Experience Supervisor (PES) supports a collaborative, team environment, aimed at running a welcoming, efficient clinic to help patients recover and feel better so they can perform better.

Duties and Responsibilities

· Greets patients in a friendly, welcoming manner

· Informs patients of clinic procedures and relevant policies

· Handles all incoming calls and responds to requests for information

· Registers new patients, assigned to therapists and assist patients to complete all necessary forms and documentation

· Verifies and updates patient information into Jane EMR

· Maintain and manage patient records in compliance with privacy and security regulations

· Schedules patient appointments, confirms upcoming appointments and recalls, fill in cancellations and no-shows

· Conduct various procedures by prescribed protocols for patient, depending on treatment type, and whether they are ICBC or WorkSafe claims, etc.

· Organizes and files referrals to other medical specialists, exercises, assessment forms, etc.

· Scans medical documents and uploads to patient chart

· Collects and receives payments from patients at time of treatment

· Opens and closes office, and ensures professional, orderly appearance

· Conducts daily tasks to clean beds, monitor and maintain inventory of treatment area and stockroom supplies

· Provides real time assistance for therapist requests and/or supply needs

· Sorts and distributes incoming and outgoing post

Supervisory

· Mentoring staff in customer service and professionalism

· Supervises and coaches Patient Experience Coordinators to produce quality work

· Handles scheduling issues when front staff are absent or late

· Handles WCB requests, appointment notifications, appointment consult letters, RX and Pharmacy requests

· Oversees inventory to ensure therapists have the necessary supplies

· Conducts Accounts Receivable calls to ensure timely collection of monies owed to the clinic

· Handles escalated patient and staff issues

· Responds to lawyer letters

· Other duties, as assigned

Qualifications

· Post secondary education in related field

Knowledge, Skills and Experience

· 1-2 years experience as a Patient Experience Coordinator, with demonstrated capability as a leader

· Excellent knowledge of computer and relevant software applications and scheduling EMR

· Excellent knowledge of medical terminology and medical billing and codes

· Caring and compassionate individual that enjoys welcoming and interacting with patients

· Excellent oral and written communication and customer service skills

· Attention to detail and excellent time management skills

· Organized multi-tasker, able to prioritize and keep a smooth-running daily operation

· Able to collaborate effectively – a Team Player

· Experience working with clients with complex social and health conditions and clients from other cultures

· A local, energetic Vancouverite passionate about giving back to your community

· Able to problem-solve escalated matters

· Able to motivate others and create a harmonious, fun work environment

Working Conditions & Physical Requirements

· Able to multi-task in a fast-paced environment

· Flexible with hours of work

· Maintains friendly demeanor in stressful situations

· Combination of sitting, standing, walking