Patient Ambassador-Bilingual

Description

The Bilingual New Patient Ambassador role is part of the Clinical Operations Division and reports directly to the New Patient Ambassador Manager. The role serves as one of the initial encounters the patient and/or their family/caregiver has with Florida Urology Partners, therefore, the role is highly focused on customer service and collaboration with each of the Practice locations.

The New Patient Ambassador will handle all incoming phone calls through the Main Line for new and established patients. The New Patient Ambassador will also handle the incoming inquiries for appointments via the Organization’s website and other referral platforms. The role will have the ability to schedule new patient appointments, cancel appointments, reschedule appointments, and/or serve as a point of triage to direct patients and/or their family/caregiver to the appropriate personnel.

Depending upon the preference of each office location, the New Patient Ambassador may also perform the functions of prior authorizations and insurance verifications prior to scheduling new patient appointments. The New Patient Ambassador, like any new patient Coordinator, will ensure all previous medical records, labs, images, etc. have been received and uploaded into the patient’s chart prior to the first appointment date.

The New Patient Ambassador will consult with the Patient and/or their family/caregiver on all the items needed for their first appointment, such as co-pays and co-insurance costs, insurance card and information and records to bring with them.

• Schedule new and existing patients as assigned with the appropriate provider
• Facilitate the prior authorization for any in-office encounter, as directed by the particular office and/or provider
• Document all patient inquiries in the secured repository
• Document all patient encounters in the Electronic Medical Record (EPIC and ECW)
• Communicate with each identified office point of contact(s), as required, to successfully book the patient’s appointment
• Communicate to Front Desk Supervisor or Practice Manager any potential scheduling/authorization issues, reschedules, and/or other issues as they become known

Florida Urology Partners offers excellent benefits for our full‑time eligible employees, including a membership to the YMCA!

Florida Urology Partners is committed to diversity and does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

• Education: High School Diploma and/or Equivelent
• Languages: Fluent in Spanish, Required;
  Fluent in English, Required
• Experience: At least one (1) year of medical office experience, required;
  At least one (1) year of call center experience, preferred
• Skills: Electronic Medical Record Experience (EPIC and ECW). This role will primarily utilize ECW, Required;
  Adept at Microsoft Office (Excel, Word, PowerPoint), Required;
  High levels of professionalism, customer service and exemplifies the core values of the Organization, Required;
  Computer Literacy, Required
• IT Requirements: Electronic Medical Record (EPIC and ECW);
  Insurance Verification Platforms (i.e. Availity);
  Microsoft Office Suite
• Physical Demands: Must be able to sit for 8 hours per day. Must be able to lift 20 lbs.
• Working Conditions: Professional Medical office setting