JOB SUMMARY:

This network-wide position, under the direction of the Pre-Access Manager, Kettering Health is responsible to facilitate the patient intake process by performing accurate data entry of patient demographic and insurance information for patients scheduled for admission, pre-admission and outpatient services. The Representative reviews insurance benefits, authorizations/referral information and upfront patient appropriate liability when required at each encounter to ensure accurate and complete billing. This highly visible position must be aware of the importance and impact this position has on KHN public relations. The representative provides exceptional customer service to our patients, providers and all other departments and is always expected and required to be exhibited.

Demonstrates through behavior Kettering Health’s mission, vision and services standards as outlined in the organization’s training.

Maintain competence and use critical thinking skills to promptly resolve consumer inquires within assigned functional area(s).

Demonstrates successfully to resolve customer inquiries

Adhere to all established workflows, scripting, and department greetings

Create delightful customer experience by setting proper expectations and consistently following through with end- users

Documents all interactions and consistently update consumer records in the relevant technology system(s)

Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, Pre-Access colleagues, and leaders

Achieves individual key department performance objectives such as quality assurance and productivity.

Maintain knowledge of Pre-Access and Kettering Health offerings to provide exceptional services

Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution.

Adhere to department policies and procedures and HIPAA regulations

Perform other duties as assigned by department leaders

KNOWLEDGE AND SKILLS REQUIRED:

Ability to articulate the mission of Kettering Health and Pre-Access

Strong attention to detail and ability to take initiative to resolve inquiries and issues

Demonstrated personal commitment to promoting and providing excelled customer service

Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues

Exhibits desire to continuously learn, improve service delivery, and work in a team environment

Ability to listen and document notes simultaneously

Ability to read, analyze, and interpret verbal and written instruction

Maintains high energy and positive attitude

Ability to remain calm under pressure

Adapts to change and balances multiple priorities in a fast-paced environment

Demonstrates regular, consistent and punctual attendance

Effective communicator in English, both orally and in writing

Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills

Technological aptitude to accomplish additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems

QUALIFICATIONS AND EXPERIENCE:

High school diploma required

One-year customer service experience required.

Previous registration/medical office experience preferred.

Demonstrated competency in working in teams and ability to effectively communicate with all levels.

Proficient in computer skills and phone skills.

Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner.

Must have the ability to perform as a collaborative team member.

Overview

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God’s love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.

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