Job Description

Job Description

Job Description

JOB SUMMARY: Patient access advocates serve an essential role at Hancock Health as the patient liaison to ensure an easy and pleasant patient journey. Patient access advocates are dedicated to providing best first impressions for our patients, visitors, customers and physicians. This role is responsible for front line support to the Patient Access Department, including answering phones, scheduling appointments, and coordinating general requests, as well as information collection and validation, and requisitioning of orders and services. Insurance-related tasks include: verification, collection of co-payments, and collection of associated paperwork. Performs administrative functions, scheduling,

The Patient Access Advocates must be self-driven and able to multitask and prioritize their work. They must have strong communication skills and be able to deal effectively with others. This position is team-oriented and contributes to achieving department goals.

JOB SPECIFIC CORE COMPETENCIES:

• Customer Service-oriented: The patient access advocate will be extremely customer service-oriented, with a patient first attitude.
• Communication skills: The patient access advocate will have excellent communication and interpersonal skills, especially when it comes to interacting with patients and other hospital associates over the phone or in person if required.
• Organizational skills: This role requires strong administrative and organizational skills to help manage responsibilities effectively.
• Attention to detail: The patient access advocate should have the ability to multitask and maintain a strong attention to detail.
• Technical skills: Proficiency in Microsoft Office suite (Outlook, Excel, Word) and other communication tools. Meditech experience preferred but not required. After training, will need to be proficient in technology tools.
• Ability to function independently and as a team player in a fast-paced environment
• Strong written and verbal communication skills and excellent spelling

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Responsible for the registration, referral coordination, and scheduling of visits for the department
• Registers patients and performs all registration-related functions, including explaining and obtaining all necessary patient consents and authorizations in a complete and timely manner, collecting financial paperwork (e.g., patient responsibility statement, etc.), and co-payment as required
• Successfully completes and actively participates in ongoing, required Meditech and customer service training
• Has the attitude and mindset of “This patient or challenge is mine to own until I successfully satisfy or solve in a timely manner or pass it off to someone committed to doing the same.”
• May float to other areas throughout the department
• Abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
• Performs other duties as assigned

Competencies:

Demonstrates the following competencies:

• Communication and Interpersonal
  • Focus on the needs of the patient with each interaction
  • Answers phone calls promptly and courteously with a smile to provide a positive impression of Hancock Health.
  • Directs calls appropriately for patient assistance.
  • Effectively communicates in a timely and professional manner
  • Answer high-volume inbound customer calls via an automated phone system
  • Make outbound calls to patients, referrals, and sales as needed
  • Utilize resources to troubleshoot and resolve patient issues
  • Educate and inform patients on use of Meditech portal.
  • Communicates effectively with patient to assist in access to care by: answering telephone and other incoming communications in a timely and customer-service oriented manner; replying to inquiries, patient needs for information, and other parties clearly and in a timely manner; and, if information is not readily available, follows up with inquiries to responsible party
  • Resolves all non-clinical questions within scope of knowledge while providing excellent customer service on the phone and/or in person
  • Schedules any necessary follow up appointments for patients, including any specialty or ancillary services as possible
  • Assists with referrals and pre-certifications, at the time of encounter
  • Properly utilizes and maintains patient recall and reschedule lists
  • Maintains a high regard for confidentiality and abides by organizational and HIPAA guidelines, privacy practices, patient confidentiality, and patient rights
  • Schedule patient appointments, evaluations, or tests/procedures by interpreting physician orders, by patient need, or by established protocols. Provide patient with instructions or preparation for the test/procedure
• Organizational
  • Establishes files, maintains information, and scans medical records in a timely and organized manner
  • Processes multi-channel messages related to patient and/or physician requests regarding: appointments, evaluations, referrals, prescriptions, and complaints
  • Accurately performs medical record maintenance
  • Scan necessary documents into electronic health record
  • Electronically validates medical, demographic, insurance, and financial data in a timely and courteous manner

Requirements

EXPECTED BEHAVIORS:

Attitude/Customer Competencies

• Caring, compassionate, and approachable in all customer contacts
• Privacy – respects customers’ right to privacy and modesty
• Confidentiality – maintains customers’ confidentiality
• Telephone etiquette – speaks so that customers hear a smile
• Appearance – takes personal ownership of appearance and that of work environment
• Initiative – takes necessary steps to fix problems immediately
• Providing Direction and Customer Acknowledgment – provides personalized attention by being courteous, friendly, and helpful when responding to customers’ needs
• Timely service – recognizes that customers’ time is very valuable; provides them with prompt service
• Customer information/education – provides customers with the best information needed to make informed choices

Relationship Competencies/Work Group Competencies

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates the ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends staff meetings

Ethical Decision-Making

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to cultural diversity to guide decision-making

MANDATORY LICENSE/REGISTRATION/CERTIFICATION:

CERTIFICATION/LICENSE: None

ADDITIONAL LICENSURE/CREDENTIAL REQUIREMENTS:

• High school diploma or GED

EDUCATION AND EXPERIENCE REQUIREMENTS: Mandatory Continuing Education: Customer Service, Fire and Safety, Corporate Compliance (including Confidentiality), Infection Control, and education required by regulatory, accreditation bodies, scope of practice, and/or Hancock Regional Hospital.

• 1 - 2 years’ experience working in a hospital clerical, call center and/or customer service-related position strongly preferred
• Experience in healthcare and knowledge of medical terminology are preferred but not required
• Excellent interpersonal, communication, and presentation skills
• Proficiency in Microsoft suite (Outlook, Word, Excel, PowerPoint) is preferred
• Must be able to type 40 words per minute and be comfortable with learning new computer skills.
• Mastery of standard office equipment and comfortable learning new skills (e.g., telephone, pager, copier, fax, and projector).
• Comprehension of department-specific associate duties and processes.

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