Patient Experience Representative (Fort Lauderdale)

Pay : $16.00 - $18.00 per hour

Job description :

Supports Banyan Health Systems patient-centered approach by delivering excellent customer service, coordinating patient access, and providing administrative support to ensure smooth clinic operations. This role promotes a welcoming environment, facilitates communication between patients and the care team, and upholds confidentiality and quality standards.

ESSENTIAL FUNCTIONS :

Greet and assist patients, families, and visitors in person and by phone, ensuring a respectful and professional experience.

Schedule and manage patient appointments, including new intakes, follow-ups, and specialty referrals, optimizing provider schedules and patient flow.

Verify insurance eligibility, obtain pre-authorizations, and collect / update demographic and financial information.

Support billing processes by collecting co-pays, reconciling payments, and resolving basic discrepancies in coordination with finance staff.

Maintain accurate patient records, documentation, and encounter data in the electronic health record (EHR) in compliance with Agency policies and HIPAA standards.

Provide administrative support, including preparing forms, managing correspondence, and assisting with required documentation for treatment plans or funding sources.

Participate in daily huddles, staff meetings, and required trainings to support team-based, patient-centered care.

De-escalate and manage patient concerns or complaints using best practices in customer service and conflict resolution.

Perform other duties as assigned to support access to care and overall patient satisfaction.

As part of Banyan Health Systems recognition as a Patient-Centered Medical Home (PCMH), the Patient Experience Representative supports the following :

Promote patient-centered access by ensuring timely scheduling, follow-up reminders, and efficient check-in / check-out processes.

Support care coordination by tracking referrals, authorizations, and ensuring documentation is complete for provider review.

Contribute to population health management by updating patient information, assisting with outreach, and reinforcing care plan instructions as directed.

Uphold a culture of respect, empathy, and engagement to reduce stigma and promote patient trust in care.

Participate in quality improvement initiatives by following standardized workflows, reporting issues, and contributing to a positive patient experience.

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND / OR EXPERIENCE : HS Diploma or GED required. 1 to 2 years of Medical Billing, Doctor Office or Hospital Registration or related experience preferred. AA / AS degree from an accredited college or technical school with 1 year of experience preferred. Bachelors in social work or health related field can commensurate for the requested experience. Ability to work on word processing / internet software is needed for this position.

LANGUAGE SKILLS : Ability to read, write and speak in English and Spanish (or other languages) helpful. Must be able to read and comprehend simple instructions, short correspondence, and memorandums. Agility to effectively communicate information both orally and written on one-to-one and small group situations to clients and other employees.

Job Type : Full-time

Benefits :

• Dental insurance
• Health insurance
• Life insurance
• Tuition reimbursement
• Vision insurance

Language :

Ability to Commute :

Work Location : In person