PRN - Patient Experience Associate - Baltimore

About the role

Position Summary

The PRN Patient Experience Associate (Front Desk) serves as the first point of contact for patients and guests entering the medical center. This position provides coverage on an as-needed basis to support front desk operations, ensuring a welcoming and efficient experience for all patients.

Responsibilities include greeting patients, completing check-in and check-out procedures, answering phone calls, scheduling appointments, verifying insurance information, and maintaining patient confidentiality.

The PRN Patient Experience Associate demonstrates professionalism, flexibility, and teamwork, supporting the overall success of the center.

What you'll do

Primary Responsibilities

• Greet patients and guests in a courteous and professional manner.
• Complete patient check-in and check-out using the Electronic Health Record (EHR).
• Assist patients with required forms and ensure accuracy of all documentation.
• Verify and update insurance and demographic information.
• Schedule and triage appointment requests based on urgency following Sage Health protocols.
• Make reminder calls and assist with appointment confirmations and rescheduling.
• Collect co-payments in accordance with health plan requirements.
• Answer incoming calls and route to the appropriate team members.
• Maintain patient confidentiality and safeguard health information.
• Use EHR messaging and communication tools appropriately.
• Scan and index documents into the EHR, ensuring that all necessary documents are available for visits.
• Support daily operations by collaborating with clinical and administrative staff.
• Participate in team meetings focused on patient care and outcomes.
• Address patient inquiries or concerns promptly and professionally.
• Perform other duties as assigned to support the smooth operation of the center.

Qualifications

Required:

• Experience in an administrative, receptionist, clerical, or customer service role in a fast-paced environment.
• Professional demeanor and strong communication skills.
• Exceptional attention to detail and organizational skills.
• Ability to multitask and manage competing priorities.
• Resourceful problem-solving and accountability for assigned tasks.
• Proficiency in Microsoft Office (Word, Outlook, Excel).

Preferred:

• High school diploma or equivalent.
• Experience using an Electronic Health Record (EHR).
• Experience processing referral authorizations.
• Prior experience in a medical office or hospital registration setting.
• Knowledge of medical terminology, ICD-10, and CPT coding.
• Experience working in medically underserved or culturally diverse communities.
• Bilingual (Spanish/English) a plus.

Reports To: Center Manager