Valley Health Patient Access Specialists welcome patients to Valley Health System hospitals, facilities, and clinics and help transition patients into their stream of care by providing registration services for inpatient, scheduled and walk-in outpatient visits, and/or emergency visits. Patient Access Specialists are often the first person a patient encounters in a Valley Health facility and are a vital part of each patient’s care team. They set the stage and tone for the patient care and safety through a warm greetings, accurate registration, and information gathering. In order to be successful in this position, as well as to find it professionally and personally rewarding, PA Specialists must possess the traits of high-energy, compassion, attention to detail and accuracy, the ability analyze information and make accurate decisions, as well as an ability to work in a fast-paced environment. PA Specialists responsibilities include greeting patients in a warm and friendly manner, excellent customer service, conducting front-desk, at the bedside, and/or over-the-phone hospital and clinic registrations, and the gathering & verification of demographic, financial, and clinical information, through external websites and tools provided by Valley Health. Responsibilities also include the ability to compassionately assist patients in understanding the financial responsibility of their healthcare needs through generation and delivery of cost estimates, financial counseling, and collection up front payments. Although previous healthcare registration or revenue cycle experience is a plus, substantial training will be provided to new candidates possessing the traits described above to perform the responsibilities in an excellent and personally rewarding manner.
High school graduate or equivalent required.
6 months experience in general-customer service (healthcare setting preferred)
Must promote Valley Health's Mission, Vision, and Values.
Accurately identity the patient, provide/attach arm bands to patients, and verify the patient's identity with every new interaction.
Must present a professional "On Stage" image when working with employees and customers.
Completely and accurately complete all registration functions during patient registration including verifying all demographic information, attaching/updating appropriate insurance to patients accounts, verifying complete orders, requesting and collecting appropriate payment from the patient.
Reviews appropriate payment options with the patients, explains discount opportunities, payment plan/financing options.
Troubleshoot any issues with the patients orders (incomplete orders, wrong orders, etc…) and contact provider office by phone immediately to resolve any issues.
Review all required documentation with the patient completely, obtain appropriate signatures, provide copies, and scan the documents into the patients medical record in Epic. Documentation includes HIPAA, Consents, Important Message from Medicare, Med assist Screening, Medicare Outpatient Observation Notification, etc…
When applicable, complete a cost estimate for the patient utilizing the estimate software/program.
Working knowledge of the Advanced Beneficiary Notification (ABN) workflow, communicate ABN to patient and resolve the ABN.
Review patient level work queues and remove any registration errors prior to the end of each shift, if unable to resolve, place a note explaining barrier and requested assistance.
Communicate the Mychart program and its benefits to each patient, provide sign on information as appropriate (in person, mail, email).
While working in approved service areas, PAS will take photo's of patients using.
Direct patients to appropriate department or nursing floor.
Utilize good judgement and critical thinking skills to prioritize multiple tasks and problem solve.
Ability to maintain strict confidentiality regarding personnel and patient matters.
Ability to communicate effectively verbally and in writing
Exceptional skills with spelling, grammar, punctuation, and proofreading required.
Ability to work in a high stress environment and under time constraints.
Understanding of and ability to work within a diverse community required.
What You Will Get:
- Competitive salary
- Flexible scheduling
- Onsite Childcare (available at some locations)
- Health Insurance
- Paid Time Off
- Wellness Program
- Tuition Assistance
- Retirement Plan
- Life Insurance
*some benefits are subject to change due to job status
We celebrate, support, and thrive on our differences for the benefit of our employees, our patients, and the communities we serve.
We are neighbors caring for neighbors, and our goal is always to help those we serve get well, feel well, and stay well.
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6 A Customer Service