Patient Access & Guest Services Coordinator
Owosso-MI-48841-United States
JOB SUMMARY
The Coordinator serves as the primary point of contact for Memorial Healthcare and the Patient Access & Guest Services team .Will serve as a role model to all Memorial staff and must be able to problem solve and assist patients, customers, providers and staff. Will exhibit excellent customer service skills, effective communication skills and be a mentor and leader for all staff. Responsible for adhering to Memorials Healthcare’s core values by providing professional, efficient and top notch customer service in all interactions. Duties involve but not limited to department scheduling, assisting with training, maintaining operating instructions for all areas, proactive problem solver, and responding immediately to all requests exceeding our customer’s expectations. Will serve as a role model and be able to assist in all aspects of the job and not limited to registration including inpatient and outpatient, guest services, Patient Access Specialist, and Financial Counseling team. Will serve as the backup when the manager is not available. Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.
PRIMARY JOB RESPONSIBILITIES
Applies excellent customer service skills while answering the phone or working with patients, internal or external guests & patients.
Promotes efficiency within the department and makes suggestions to Manger/Director if additional resources or software assistance is necessary.
Remains well versed in all computer applications as pertains to job responsibilities and responsible to train all staff as upon hire and as needed.
Ability to answer or retrieve the answer to all questions proposed.
Maintains established productivity benchmarks.
Participates in training programs and educational activities and provides training.
Provides creative and proactive problem solving when situations arise.
Maintains and helps with annual competency goals and evaluations.
Maintains confidentiality of all information at all times.
Maintains all current events and offerings across the organization.
Maintains operating instructions and keeps staff updated and educated.
Represents Memorial Healthcare as the welcoming official.
Maintains a well-organized and clean work environment to promote maximum efficiency.
Completes work within authorized time to assure compliance.
Works as a lesion with the Patient accounts area to assist with billing issues, registration issues and insurance updates for claim submission.
Audits as needed for accuracy and training opportunities
Understands the Advance Directive procedures, Medicare Important Notice and the Medicare Moon notifications and can verbally explain the concepts to patients and staff.
Cross-trains within the departments to effectively handle the functions and duties of all positions represented.
Must be able to multi task in a busy and demanding work environment.
Ability to work under stressful situations and have critical thinking to do so.
Provide top notch customer service skills every time.
Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.
DEPARTMENTAL AND ADDITIONAL JOB RESPONSIBILITIES
Other duties as assigned
JOB SPECIFICATIONS
EDUCATION
High School Diploma- required.
Medical terminology required or must complete a course within 6 months of hire date.
CHAA certification preferred
Post courses or experience in coding, health insurance or office procedures.
EXPERIENCE
Minimum of 3 years’ experience working in a professional environment
PC experience required
Use of multi-line phone experience required
Office Procedures required.
Customer Service experience required
Previous experience as a manager, team lead or trainer – required
Open , honest and tactful communication skills
ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS
Able to travel independently throughout all Memorial Healthcare facilities.
Small motor skills required for operating modern computer, office, and telephone equipment as utilized by Memorial Healthcare (MHC).
Ability to sit or stand for periods of time.
Ability to work alone.
Ability to give and receive accurate information through speaking and listen.
ESSENTIAL TECHNICAL ABILITIES
Proficiency using modern office, computer and telephone equipmentas used by Memorial Healthcare.
Ability to enter and retrieve data from computer.
Ability to pull required reports, updates and event notifications.
Ability to work with or maintain the phone directory.
Works with the IS and Maintenance teams to keep technology and tools functional.
Detail Oriented.
ESSENTIAL MENTAL ABILITIES
Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.
Ability to perform required switchboard functions.
Ability to learn scheduling procedures for all routine physician office appointments and expand those when needed.
Ability to perform simple accounting functions.
ESSENTIAL SENSORY REQUIREMENTS
Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
Able to hear for work-related purposes.
Ability to communication receptively and expressively in English both written and spoken, with employees, physicians, volunteers and patients.
Ability to maintain self-control.
Ability to listen respectfully to direct phone calls appropriately.
INTERPERSONAL SKILLS
Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
Required to remain calm when adversity is encountered.
Open, honest, and tactful communication skills.
Ability to work as a team member in all activities.
Positive, cooperative and motivated attitude.
PI275705436
