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Patient Experience Representative - ASC

Clerical West Des Moines, Iowa

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Description

Patient Experience Representative

Job Descript ion

Job Title:

Patient Experience Representative - ASC

Job Code:

2074

Department: Ambulatory Surgery Center

FLSA Status:

Non-Ex empt

Effective Date: July 21, 2025

Job Summary

Represents the clinic by providing advanced level patient services regarding registration as a direct contact and

resource to patient and will manage the flow of clinical scheduling, registration, patient materials and

communicating delays or changes. Strives to create The Iowa Clinic Experience with each interaction. This

position will also serve as a resource to registration, scheduling and clinical staff.

Job Duties and Responsibilities

1. Demonstrates ability to meet work schedule demands in the clinic.

2. Takes accountability for each interaction with patients, and their families and guests, as well as co-

workers in order to be the difference and create The Iowa Clinic Experience. Partners closely with co-

workers and management when necessary to resolve issues to ensure a positive experience.

3. Schedules surgeries and procedures in Surgical Information Systems. Work case request queue daily,

ensuring all procedures are scheduled correctly and communicate with other departments for special

requests for cases. Reschedule and cancel cases according to WSC policies and protocols.

4. Maintains spreadsheets of daily surgery upfront collections.

5. Monitors assigned task lists in EMR.

6. Communicates information from referring physicians to appropriate personnel.

7. Works closely with ASC leaders to communicate changes in surgery schedules.

8. Greets patients at the front desk in a prompt, courteous and professional manner.

9. Performs all tasks associated with Phreesia, scans copies of patient insurance card and updates

computer billing/patient profile software information as appropriate.

10. Assists patients with billing and insurance questions upon check-in, answering questions and

explaining processes while exhibiting patience and understanding.

11. Collects patient co-insurance and/or other payments as appropriate.

12. Monitors and maintains an awareness of patients in the waiting room. Checks with nursing staff when

delays seem excessive and notifies patients appropriately of unexpected waiting times.

13. Recognizes complex billing and/or insurance questions and seeks assistance as appropriate.

14. Maintain WSC scan folder to place information not limited to procedure orders, H& P , l abs, & consents,

to appropriate patient charts for each scheduled procedure.

15. Promotes a positive, professional image of The Iowa Clinic, both externally and internally.

16. Promotes and maintains relationships with clinic personnel to facilitate positive working relationships

in issue resolution.

17. Maintains confidentiality of all patient and financial information.

18. Maintains awareness of workload of co-workers and offers assistance as appropriate.

19. Keeps own work areas clean, neat and professional in appearance.

20. Demonstrates professionalism through use of appropriate language, appropriate professional

apparel and appearance, and utilization of lunch break periods for personal business.

21. Completes required OSHA on-line training in a timely manner.

22. Works closely with office staff to ensure best outcome for our patients. Acquire all information needed

in a timely manner for surgeries to be scheduled.

23. Performs other tasks as assigned.

Knowledge, Skills and Abilities Required:

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Ability to effectively communicate with people from diverse professional, educational and lifestyle

backgrounds both orally and in writing.

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Ability to project a friendly, caring, professional attitude and clear telephone voice in communication

with staff, physicians and other internal/external customers.

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Ability to read and write legibly and understand/follow written and verbal directions.

Ability to operate business office machines, i.e., computer, calculator, fax and photocopy equipment.

Organizational and self-motivational skills in prioritizing and managing multiple tasks.

Ability to remain calm, cheerful and professional in stressful situations and focused amid constant

interruptions in a fast-paced environment.

Minimum Job Qualifications

Educatio n:

High school diploma or equivalent.

Licensur e/

Certificatio n:

Work Experience:

None.

Medical office experience or hospital clerical experience necessary. Medic al

terminology pref erred.

Physical Requirements and Work Environment

Employees are subject to the risks inherent to working in a medical environment. This position functions in a

general office environment and requires:

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Extended periods of sitting with concentrated viewing of a computer monitor.

Must be able to lift 15 pounds.

Requires ability to twist, turn, crouch and stoop in accessing business office machines and patient files.

Verbal and auditory ability required in answering the telephone and participating in oral conversations

both in person and via the telephone.

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Visual acuity required for viewing computer screens, reading computer-generated reports and written

instructi ons.

Mental ability necessary for assimilating information and utilizing effective decision-making and problem-

solving techn iques.

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Manual dexterity required for operation of computer keyboards and electronic calculators.

Emotional demands require working and remaining calm in a potentially stressful, fast-paced

environment. The environment may cause high stress levels due to constant interruptions, high volume,

urgency of issues and interactions with a wide variety of personalities.

Notice of Resignation

This position is a position "at will." However, for purposes of benefit pay out upon termination, three (3) weeks

working notice is required.