Medical Front Desk-Patient Engagement Specialist II

To qualify for the Medical Front Desk-Patient Engagement Specialist II role at Denova Collaborative Health LLC, you need a GED or High School Diploma, with a preference for candidates who have a Medical Assistant certification or an Associate degree in a health-related field. Additionally, at least six months of professional experience in a similar position is preferred. Being proficient in electronic record-keeping systems is also beneficial for this role.

As a Medical Front Desk-Patient Engagement Specialist II at Denova, you will be responsible for welcoming patients, scheduling appointments, checking in patients, and handling phone calls. You'll also be tasked with ensuring that all necessary patient forms are completed, collecting co-payments, and meeting departmental performance metrics. Your role is crucial in providing exceptional customer service and support to our patients.

The work schedule for the Medical Front Desk-Patient Engagement Specialist II at Denova consists of dynamic onsite workdays from Monday to Friday, running from 9:00 am to 5:30 pm on most days, with a slightly adjusted schedule on Tuesdays from 9:30 am to 6:00 pm. This structured schedule ensures that you have a consistent routine while engaging with our patients.

Working as a Medical Front Desk-Patient Engagement Specialist II at Denova comes with an array of benefits! You can enjoy comprehensive low-cost medical, dental, and vision insurance, a generous retirement plan with a 3.5% company match, and access to both long and short-term disability options. Additionally, Denova offers paid time off (PTO), holiday pay, and a wellness program aimed at enhancing your overall health.

Customer service experience is vital for the Medical Front Desk-Patient Engagement Specialist II role at Denova. This position involves frequent interaction with patients, where your empathy, communication skills, and ability to provide exceptional service will significantly impact their healthcare experience. A strong background in customer service not only enhances patient satisfaction but also supports the overall mission of Denova in delivering integrated health care.

Denova Collaborative Health LLC takes a unique 'whole person' approach to healthcare. This integrated primary care and behavioral health practice serves the Greater Phoenix area, promoting collaboration among different health professionals. By combining services like primary care with behavioral health, addiction medicine, and wellness, Denova aims to deliver better health outcomes for all patients in Arizona.

For the Medical Front Desk-Patient Engagement Specialist II role at Denova, strong verbal and written communication skills are essential. Additionally, proficiency in electronic record-keeping systems, basic proficiency in financial transaction handling, and potentially bilingual capabilities can give you an edge in efficiently and effectively serving a diverse patient population.

When answering this question, focus on specific systems you've used and how you've utilized them in previous roles. Mention any challenges faced and how you overcame them, as well as your ability to learn new software quickly, which is crucial in a fast-paced healthcare environment.

Share concrete examples of your strategies for providing excellent service. Highlight active listening, empathy, and effective communication as essential components. You might also discuss how you handle difficult situations or patient complaints to demonstrate your problem-solving skills.

When discussing prioritization, emphasize your organizational skills and ability to remain calm under pressure. Share specific examples of how you manage competing demands, such as scheduling appointments while also dealing with patient inquiries, and highlight any tools or methods you use to stay organized.

In response to this question, it’s crucial to emphasize your understanding of HIPAA regulations and confidentiality protocols. Discuss the specific practices you follow to ensure that all patient information is secure and only accessible to authorized personnel.

Provide a specific example that showcases your commitment to patient care. Focus on the actions you took to exceed patient expectations, whether through personalized service, additional follow-up, or troubleshooting their concerns, highlighting the positive outcome.

Discuss your involvement in the check-in process, from greeting patients to collecting necessary documentation. Highlight your approach to making the experience comfortable for patients, as well as any metrics you track to measure the efficiency of the process.

Talk about how you manage incoming calls while being attentive to patients at the front desk. Mention any call management systems you've used and how you prioritize calls versus in-person requests, ensuring that both are handled efficiently.

When describing your experience with financial transactions, mention your understanding of co-payments, deductibles, and any insurance verification processes you've followed. Explain how you've ensured accuracy and minimized errors in handling these transactions.

Articulate your thoughts on qualities such as empathy, communication, or organizational skills. Use examples from your past experience to illustrate why this quality is vital for the role and how you embody it in your daily work at Denova.

Discuss your understanding and appreciation of diversity in healthcare. Share any relevant experience you've had working with multicultural communities, and emphasize your ability to communicate clearly and sensitively with patients from various backgrounds.