Position Overview
The Patient Experience Associate at United Health Services (UHS) Chenango Memorial Hospital (CMH) is often the first friendly face or voice patients and families meet. This role helps make each visit feel welcoming and organized by greeting patients, scheduling appointments, completing registration, verifying insurance, collecting payments, and keeping information accurate in Epic. The position works closely with clinical and administrative teams to keep care moving smoothly while protecting patient privacy. Every interaction is a chance to build trust, answer questions, and help patients feel respected and supported.
Primary Department, Division, or Unit:
Physician Services, UHS Chenango Memorial Hospital
Primary Work Shift:
Day
Regular Scheduled Weekly Hours:
40
Compensation Range:
$17.19 - $24.42 per hour, depending on experience
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Job Responsibilities
Essential Functions:
Greet patients and visitors in person, by phone, and electronically to create a welcoming and supportive patient experience
Perform patient registration, scheduling, and insurance verification in accordance with organizational policies and accuracy standards
Provide timely and accurate information to patients regarding appointments, wait times, and services to support visit flow and satisfaction
Collect point-of-service payments, including copays and outstanding balances, to support financial integrity and patient understanding
Maintain patient records by scanning and documenting information in Epic to ensure complete and accessible medical records
Scope and Impact:
Contribute directly to patient experience, operational efficiency, and front-end revenue cycle outcomes
Exercise judgment within defined procedures to address patient needs and escalate issues appropriately
Work under general supervision while maintaining accountability for assigned daily responsibilities
Collaborate with clinical and administrative team members to support coordinated patient care and office operations
Support operational and departmental needs through occasional travel between organizational locations and, when required , operation of a system-owned vehicle; maintain eligibility to meet organizational driving requirements when such travel is necessary
Compliance and Professional:
Adhere to HIPAA guidelines when accessing and communicating patient demographic and insurance information
Follow organizational policies and procedures related to registration, scheduling, and financial processes
Support compliance with HFAP, New York State Department of Health, infection control, and other regulatory standards
Complete required training, education, and competency validations within established timelines
Safeguard sensitive data by following established security policies and procedures, using systems responsibly, and promptly reporting potential security incidents, risks, or policy violations
As applicable to your role, support cybersecurity and data protection requirements throughout the supplier lifecycle by coordinating vendor risk assessments, monitoring third-party compliance, and promptly reporting identified supply chain or cybersecurity risks
Additional Expectations:
Participate in performance improvement activities to support continuous improvement within the office
Maintain awareness of supplies and coordinate restocking to support uninterrupted operations
Demonstrate UHS Values of Compassion, Trust, Respect, Teamwork, and Innovation in all daily work and interactions
Execute responsibilities in accordance with organizational policies, procedures, and applicable regulations
Perform additional responsibilities as required to meet department and organizational needs
Position Qualifications
Required:
High School Diploma or equivalent
Preferred:
Driver License
At least 1 year of customer/patient-facing experience directly interacting and communicating with the public
At least 1 year of healthcare experience…