Seamless Access Representative
Patient Central Registration
Full-Time - Hours Vary from 6:30am to 5pm - Days - 40 Hours/Week
Abington Hospital - Jefferson Health
1200 Old York Road, Abington, PA 19001
Handle multi-channel interactions in a centralized contact center environment for patients, families and physicians to schedule, register and financially clear patient appointments. Interact with a diverse patient base to ascertain the reason for the call and assist the caller with their questions, concerns or problems with a focus on first-call resolution. Follow departmental protocols to ensure patient safety and accurate data entry. A team player who takes the initiative to deliver an exceptional patient experience to improve patient satisfaction and increase revenue.
Schedule patient appointments across the Jefferson Health System for primary and specialty care physician visits and/or at least 4 outpatient service lines in accordance with established clinical and insurance requirements to improve access and care coordination.
Utilize electronic medical record (EMR) to complete scheduling and registration, confirm appointments, verify information, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures.
Coordinate referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Ensure regulatory and compliance requirements, following local payor coverage determinations.
Identify patient's liability and the collection of this out-of-pocket expense, including co-payment, deposits and past-due balances.
Access contact center software to answer, coordinate, track and monitor interactions across multiple channels of communication.
Maintain qualitative and quantitative individual and team performance targets.
Interact with co-workers, visitors and other staff consistent with the values of Jefferson.
High school diploma or GED.
Associate's degree preferred.
2 years of customer service experience, preferably in a healthcare setting.
Experience in a customer support role.
Proficiency in the use of computers. Type 35 wpm.
Knowledge of medical terminology and medical terminology used by insurance and managed care health plans.
Bilingual skills a plus.
Abington Hospital – Jefferson Health is an equal opportunity employer, and our policy prohibits discrimination in employment because of race, creed, national or ethnic origin, gender, sexual orientation, age, disability, marital status, or veteran status.
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