Hancock Regional Hospital Greenfield , IN 46140
Posted 5 days ago
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
Hancock Regional Hospital