Patient Financial Access Facilitator
Posted on Sep 22, 2024 by Yale New Haven Health
New Haven, CT
Other
Immediate Start
Annual Salary
Full-Time
Overview:
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Patient Financial Access Facilitator is responsible for all functions and processes related to patient check -in,
check-out, registration and scheduling. Obtains and updates the patient 's demographic and financial information in a
sometimes demanding atmosphere utilizing multiple applications to assure timely processing of the patient visit .
Performs a variety of functions including accurate patient identification while adhering to Red Flag procedures to
ensure patient safety. Must stay abreast of all insurance changes and adheres to managed care requirements and
all other information legislated for Health Care as it relates to the health system. Must understand the various
insurance carriers' options and completes insurance entry accurately, satisfying billing requirements to ensure a
payable account. Verifies eligibility of insurances, identifies and collects co -pay balances, and initiates other funding
referrals as outlined by departmental policy when appropriate
EEO/AA/Disability/Veteran
Responsibilities:
1. Initiates and completes patient visit information in accordance with YNHH department protocol
2. Collects necessary patient demographic and insurance information when completing the registration
process
3. Promptly and efficiently accommodates walk-ins/add-on patients by scheduling appointments, visits and
updates registration information
4. Provides support in coordinating arrangements for patients who require additional assistance (i.e.
non-English speaking, hard of hearing, disabled, etc.)
5. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account
information and systems appropriately
6. Completes all EMR check-list to ensure that all registration items are satisfied on the patient accounts
7. Must share an equal percentage of patient registration volume as observed by the supervisor and
evidenced by review of productivity reports
8. Accurately and promptly schedules patient appointments per department standards
9. Schedules patient appointments by obtaining all necessary patients demographic and insurance
information. Works in collaboration with clinical team to schedule appointments according to facility
schedule, staff availability and patient needs
10. Accurately creates and selects proper visit information (i.e. visit type, duration, and provider).
Documents appropriate information pertaining to the visit in the appointment note field
11. Ensures that if there is a wait list/recall list for visits, it is checked daily and empty slots are filled
12. Performs other scheduling/rescheduling duties as needed
13. Ensures appropriate financial information is accurately obtained and documented to ensure proper
reimbursement to the health system
14. Demonstrates understanding of the various third party payers and accurately completes insurance entry
in order to satisfy billing requirements
15. Exhibits understanding of the on-line eligibility system and independent insurance websites including
understanding patient's eligibility, determining benefits and patient responsibility due
16. Informs patients of their financial responsibility as it relates to benefits and non-covered balances.
Makes all attempts to collect copay and/or deductibles due at point of service
17. Identifies when the patient has a financial need and refers patient to appropriate department for follow
up. Acts as a representative of the Hospital by protecting the financial well-being of the patients and
the hospital
18. Maintains all required system and web application log in codes to make certain they are active for
utilization at all times
19. Follows Customer Service guidelines in accordance with YNHH department protocol
20. Ensures smooth functioning of all processes in order to ensure a positive patient experience by
acknowledging and receiving patients, physicians and visitors to the department following the YNHHS
Standard of Professional Behaviors
21. Models customer service standards and demonstrates value for all people in the work environment. Is
prompt, courteous and accurate in letting department members know of patient's arrival
22. Works closely with clinical team to ensure timely patient throughput . Notifies clinical team when
patients experience delays. Keeps patients informed when delays occur
23. Attends customer service training program to support model behavior
24. Maintains a high regard for patient privacy and ensures the confidentiality of PHI (Patient Health
Information)
25. Follows department guidelines and identifies events where the service to a customer was less than
optimal and appropriately begins and carries through the service recovery process
26. Recognizes when errors or potential problems occur (i.e. discrepancies in patient information and
patient ID issues) and takes steps to correct. Works in collaboration with the clinical staff to identify
and resolve complex patient identification issues
27. Answers phone by responding no later than the third ring, identifying self and department on each call,
asking the caller's permission before putting her/him on 'hold' and is attentive and courteous to the
caller
28. Utilizes EPIC Inbasket/Telephone Encounter functionality by recording appropriate information and
promptly relaying messages to appropriate personnel
29. Utilizes Health System and Department resources to effectively support the patient
experience
30. Participates in designated committees, staff meetings, workgroups, and attends all in-service to support
team building and communication enhancements
31. Demonstrates effective problem solving ability by recognizing potential problems and intervenes to make
things right. Develops potential solutions to be presented to management or work teams
32. Ability to assist and act as a resource to other team members with troubleshooting on complex
problems, before bringing it to the attention of the Supervisor or senior team member
33. Maintains professional appearance by adhering to the departmental uniform policy
34. Must be proficient in accessing other related system programs and websites, maintaining passwords as
required
35. Demonstrates the ability to problem solve and resolve various registration issues as they pertain to the
computer systems
36. Knowledgeable of downtime procedures and incident planning. Demonstrates proficiency in
understanding EPIC downtime functions including issuing CSN numbers and how to utilize the SRO.
Ability to do system recovery including reconciliation
37. Supports Organizational and Departmental Goals
38. Performs all functions in accordance with established policies and procedures
39. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling
and registration functions
40. Communicates effectively with all co-workers, staff from other departments, physicians, and patients
addressing any issues affecting workflow
41. Provides written and oral communication to management or senior team member when required
42. Proactively identifies problem prone areas or processes and recommends solutions. Trains fellow
employees on correct/new procedures
43. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire
44. Able to communicate and escalate issues to Managers, Supervisors, Seniors, and lead team members
in writing
45. Performs other duties as assigned by Supervisor
46. Identifies and recommends opportunities to improve Patient Access activities
47. Provides training to other staff members (or temporaries) on a particular job function or projects or
demonstrates tasks/duties when required
48. Motivates others to seek solutions throughout the work day and facilitates discussions in the work
group to ensure that tasks are completed and goals met
49. Keeps abreast of changing federal, state, and insurance regulations and departmental
policies/procedures
50. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job
responsibilities, and a genuine interest in the proper performance of job
51. Actively participates in all staff meetings, seminars, training sessions and work groups to advance
departmental goals
52. Independently works on special projects as assigned in the area to address issues and meet goals of
the department
53. Attends courses as recommended by Supervisor to increase knowledge and technical expertise (i.e.
takes classes on communication skills and advanced systems)
54. As new releases are implemented and/or procedures are revised, attends training to ensure employee
can proficiently perform expected job duties
55. Initiates projects to support the goals of the department
Qualifications:
EDUCATION
High school diploma or GED required. Associate degree preferred
EXPERIENCE
One (1) to two (2) years of work experience in a customer service environment preferably in a hospital /physician
office with emphasis on registration, third party insurance verification and financial clearance dealing with all aspects
of medical insurance and eligibility requirements preferred
SPECIAL SKILLS
Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills with a strong ability to
interpret insurance benefits and apply to hospital services. Basic computer skills and the ability to adapt to various
programs/systems. Capable of balancing appropriate level of intervention and partnering with clinical staff to insure
the highest quality of patient care. Spanish speaking required for positions in the PCC
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Patient Financial Access Facilitator is responsible for all functions and processes related to patient check -in,
check-out, registration and scheduling. Obtains and updates the patient 's demographic and financial information in a
sometimes demanding atmosphere utilizing multiple applications to assure timely processing of the patient visit .
Performs a variety of functions including accurate patient identification while adhering to Red Flag procedures to
ensure patient safety. Must stay abreast of all insurance changes and adheres to managed care requirements and
all other information legislated for Health Care as it relates to the health system. Must understand the various
insurance carriers' options and completes insurance entry accurately, satisfying billing requirements to ensure a
payable account. Verifies eligibility of insurances, identifies and collects co -pay balances, and initiates other funding
referrals as outlined by departmental policy when appropriate
EEO/AA/Disability/Veteran
Responsibilities:
1. Initiates and completes patient visit information in accordance with YNHH department protocol
2. Collects necessary patient demographic and insurance information when completing the registration
process
3. Promptly and efficiently accommodates walk-ins/add-on patients by scheduling appointments, visits and
updates registration information
4. Provides support in coordinating arrangements for patients who require additional assistance (i.e.
non-English speaking, hard of hearing, disabled, etc.)
5. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account
information and systems appropriately
6. Completes all EMR check-list to ensure that all registration items are satisfied on the patient accounts
7. Must share an equal percentage of patient registration volume as observed by the supervisor and
evidenced by review of productivity reports
8. Accurately and promptly schedules patient appointments per department standards
9. Schedules patient appointments by obtaining all necessary patients demographic and insurance
information. Works in collaboration with clinical team to schedule appointments according to facility
schedule, staff availability and patient needs
10. Accurately creates and selects proper visit information (i.e. visit type, duration, and provider).
Documents appropriate information pertaining to the visit in the appointment note field
11. Ensures that if there is a wait list/recall list for visits, it is checked daily and empty slots are filled
12. Performs other scheduling/rescheduling duties as needed
13. Ensures appropriate financial information is accurately obtained and documented to ensure proper
reimbursement to the health system
14. Demonstrates understanding of the various third party payers and accurately completes insurance entry
in order to satisfy billing requirements
15. Exhibits understanding of the on-line eligibility system and independent insurance websites including
understanding patient's eligibility, determining benefits and patient responsibility due
16. Informs patients of their financial responsibility as it relates to benefits and non-covered balances.
Makes all attempts to collect copay and/or deductibles due at point of service
17. Identifies when the patient has a financial need and refers patient to appropriate department for follow
up. Acts as a representative of the Hospital by protecting the financial well-being of the patients and
the hospital
18. Maintains all required system and web application log in codes to make certain they are active for
utilization at all times
19. Follows Customer Service guidelines in accordance with YNHH department protocol
20. Ensures smooth functioning of all processes in order to ensure a positive patient experience by
acknowledging and receiving patients, physicians and visitors to the department following the YNHHS
Standard of Professional Behaviors
21. Models customer service standards and demonstrates value for all people in the work environment. Is
prompt, courteous and accurate in letting department members know of patient's arrival
22. Works closely with clinical team to ensure timely patient throughput . Notifies clinical team when
patients experience delays. Keeps patients informed when delays occur
23. Attends customer service training program to support model behavior
24. Maintains a high regard for patient privacy and ensures the confidentiality of PHI (Patient Health
Information)
25. Follows department guidelines and identifies events where the service to a customer was less than
optimal and appropriately begins and carries through the service recovery process
26. Recognizes when errors or potential problems occur (i.e. discrepancies in patient information and
patient ID issues) and takes steps to correct. Works in collaboration with the clinical staff to identify
and resolve complex patient identification issues
27. Answers phone by responding no later than the third ring, identifying self and department on each call,
asking the caller's permission before putting her/him on 'hold' and is attentive and courteous to the
caller
28. Utilizes EPIC Inbasket/Telephone Encounter functionality by recording appropriate information and
promptly relaying messages to appropriate personnel
29. Utilizes Health System and Department resources to effectively support the patient
experience
30. Participates in designated committees, staff meetings, workgroups, and attends all in-service to support
team building and communication enhancements
31. Demonstrates effective problem solving ability by recognizing potential problems and intervenes to make
things right. Develops potential solutions to be presented to management or work teams
32. Ability to assist and act as a resource to other team members with troubleshooting on complex
problems, before bringing it to the attention of the Supervisor or senior team member
33. Maintains professional appearance by adhering to the departmental uniform policy
34. Must be proficient in accessing other related system programs and websites, maintaining passwords as
required
35. Demonstrates the ability to problem solve and resolve various registration issues as they pertain to the
computer systems
36. Knowledgeable of downtime procedures and incident planning. Demonstrates proficiency in
understanding EPIC downtime functions including issuing CSN numbers and how to utilize the SRO.
Ability to do system recovery including reconciliation
37. Supports Organizational and Departmental Goals
38. Performs all functions in accordance with established policies and procedures
39. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling
and registration functions
40. Communicates effectively with all co-workers, staff from other departments, physicians, and patients
addressing any issues affecting workflow
41. Provides written and oral communication to management or senior team member when required
42. Proactively identifies problem prone areas or processes and recommends solutions. Trains fellow
employees on correct/new procedures
43. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire
44. Able to communicate and escalate issues to Managers, Supervisors, Seniors, and lead team members
in writing
45. Performs other duties as assigned by Supervisor
46. Identifies and recommends opportunities to improve Patient Access activities
47. Provides training to other staff members (or temporaries) on a particular job function or projects or
demonstrates tasks/duties when required
48. Motivates others to seek solutions throughout the work day and facilitates discussions in the work
group to ensure that tasks are completed and goals met
49. Keeps abreast of changing federal, state, and insurance regulations and departmental
policies/procedures
50. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job
responsibilities, and a genuine interest in the proper performance of job
51. Actively participates in all staff meetings, seminars, training sessions and work groups to advance
departmental goals
52. Independently works on special projects as assigned in the area to address issues and meet goals of
the department
53. Attends courses as recommended by Supervisor to increase knowledge and technical expertise (i.e.
takes classes on communication skills and advanced systems)
54. As new releases are implemented and/or procedures are revised, attends training to ensure employee
can proficiently perform expected job duties
55. Initiates projects to support the goals of the department
Qualifications:
EDUCATION
High school diploma or GED required. Associate degree preferred
EXPERIENCE
One (1) to two (2) years of work experience in a customer service environment preferably in a hospital /physician
office with emphasis on registration, third party insurance verification and financial clearance dealing with all aspects
of medical insurance and eligibility requirements preferred
SPECIAL SKILLS
Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills with a strong ability to
interpret insurance benefits and apply to hospital services. Basic computer skills and the ability to adapt to various
programs/systems. Capable of balancing appropriate level of intervention and partnering with clinical staff to insure
the highest quality of patient care. Spanish speaking required for positions in the PCC
Reference: 202174462
https://jobs.careeraddict.com/post/95512565
Patient Financial Access Facilitator
Posted on Sep 22, 2024 by Yale New Haven Health
New Haven, CT
Other
Immediate Start
Annual Salary
Full-Time
Overview:
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Patient Financial Access Facilitator is responsible for all functions and processes related to patient check -in,
check-out, registration and scheduling. Obtains and updates the patient 's demographic and financial information in a
sometimes demanding atmosphere utilizing multiple applications to assure timely processing of the patient visit .
Performs a variety of functions including accurate patient identification while adhering to Red Flag procedures to
ensure patient safety. Must stay abreast of all insurance changes and adheres to managed care requirements and
all other information legislated for Health Care as it relates to the health system. Must understand the various
insurance carriers' options and completes insurance entry accurately, satisfying billing requirements to ensure a
payable account. Verifies eligibility of insurances, identifies and collects co -pay balances, and initiates other funding
referrals as outlined by departmental policy when appropriate
EEO/AA/Disability/Veteran
Responsibilities:
1. Initiates and completes patient visit information in accordance with YNHH department protocol
2. Collects necessary patient demographic and insurance information when completing the registration
process
3. Promptly and efficiently accommodates walk-ins/add-on patients by scheduling appointments, visits and
updates registration information
4. Provides support in coordinating arrangements for patients who require additional assistance (i.e.
non-English speaking, hard of hearing, disabled, etc.)
5. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account
information and systems appropriately
6. Completes all EMR check-list to ensure that all registration items are satisfied on the patient accounts
7. Must share an equal percentage of patient registration volume as observed by the supervisor and
evidenced by review of productivity reports
8. Accurately and promptly schedules patient appointments per department standards
9. Schedules patient appointments by obtaining all necessary patients demographic and insurance
information. Works in collaboration with clinical team to schedule appointments according to facility
schedule, staff availability and patient needs
10. Accurately creates and selects proper visit information (i.e. visit type, duration, and provider).
Documents appropriate information pertaining to the visit in the appointment note field
11. Ensures that if there is a wait list/recall list for visits, it is checked daily and empty slots are filled
12. Performs other scheduling/rescheduling duties as needed
13. Ensures appropriate financial information is accurately obtained and documented to ensure proper
reimbursement to the health system
14. Demonstrates understanding of the various third party payers and accurately completes insurance entry
in order to satisfy billing requirements
15. Exhibits understanding of the on-line eligibility system and independent insurance websites including
understanding patient's eligibility, determining benefits and patient responsibility due
16. Informs patients of their financial responsibility as it relates to benefits and non-covered balances.
Makes all attempts to collect copay and/or deductibles due at point of service
17. Identifies when the patient has a financial need and refers patient to appropriate department for follow
up. Acts as a representative of the Hospital by protecting the financial well-being of the patients and
the hospital
18. Maintains all required system and web application log in codes to make certain they are active for
utilization at all times
19. Follows Customer Service guidelines in accordance with YNHH department protocol
20. Ensures smooth functioning of all processes in order to ensure a positive patient experience by
acknowledging and receiving patients, physicians and visitors to the department following the YNHHS
Standard of Professional Behaviors
21. Models customer service standards and demonstrates value for all people in the work environment. Is
prompt, courteous and accurate in letting department members know of patient's arrival
22. Works closely with clinical team to ensure timely patient throughput . Notifies clinical team when
patients experience delays. Keeps patients informed when delays occur
23. Attends customer service training program to support model behavior
24. Maintains a high regard for patient privacy and ensures the confidentiality of PHI (Patient Health
Information)
25. Follows department guidelines and identifies events where the service to a customer was less than
optimal and appropriately begins and carries through the service recovery process
26. Recognizes when errors or potential problems occur (i.e. discrepancies in patient information and
patient ID issues) and takes steps to correct. Works in collaboration with the clinical staff to identify
and resolve complex patient identification issues
27. Answers phone by responding no later than the third ring, identifying self and department on each call,
asking the caller's permission before putting her/him on 'hold' and is attentive and courteous to the
caller
28. Utilizes EPIC Inbasket/Telephone Encounter functionality by recording appropriate information and
promptly relaying messages to appropriate personnel
29. Utilizes Health System and Department resources to effectively support the patient
experience
30. Participates in designated committees, staff meetings, workgroups, and attends all in-service to support
team building and communication enhancements
31. Demonstrates effective problem solving ability by recognizing potential problems and intervenes to make
things right. Develops potential solutions to be presented to management or work teams
32. Ability to assist and act as a resource to other team members with troubleshooting on complex
problems, before bringing it to the attention of the Supervisor or senior team member
33. Maintains professional appearance by adhering to the departmental uniform policy
34. Must be proficient in accessing other related system programs and websites, maintaining passwords as
required
35. Demonstrates the ability to problem solve and resolve various registration issues as they pertain to the
computer systems
36. Knowledgeable of downtime procedures and incident planning. Demonstrates proficiency in
understanding EPIC downtime functions including issuing CSN numbers and how to utilize the SRO.
Ability to do system recovery including reconciliation
37. Supports Organizational and Departmental Goals
38. Performs all functions in accordance with established policies and procedures
39. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling
and registration functions
40. Communicates effectively with all co-workers, staff from other departments, physicians, and patients
addressing any issues affecting workflow
41. Provides written and oral communication to management or senior team member when required
42. Proactively identifies problem prone areas or processes and recommends solutions. Trains fellow
employees on correct/new procedures
43. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire
44. Able to communicate and escalate issues to Managers, Supervisors, Seniors, and lead team members
in writing
45. Performs other duties as assigned by Supervisor
46. Identifies and recommends opportunities to improve Patient Access activities
47. Provides training to other staff members (or temporaries) on a particular job function or projects or
demonstrates tasks/duties when required
48. Motivates others to seek solutions throughout the work day and facilitates discussions in the work
group to ensure that tasks are completed and goals met
49. Keeps abreast of changing federal, state, and insurance regulations and departmental
policies/procedures
50. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job
responsibilities, and a genuine interest in the proper performance of job
51. Actively participates in all staff meetings, seminars, training sessions and work groups to advance
departmental goals
52. Independently works on special projects as assigned in the area to address issues and meet goals of
the department
53. Attends courses as recommended by Supervisor to increase knowledge and technical expertise (i.e.
takes classes on communication skills and advanced systems)
54. As new releases are implemented and/or procedures are revised, attends training to ensure employee
can proficiently perform expected job duties
55. Initiates projects to support the goals of the department
Qualifications:
EDUCATION
High school diploma or GED required. Associate degree preferred
EXPERIENCE
One (1) to two (2) years of work experience in a customer service environment preferably in a hospital /physician
office with emphasis on registration, third party insurance verification and financial clearance dealing with all aspects
of medical insurance and eligibility requirements preferred
SPECIAL SKILLS
Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills with a strong ability to
interpret insurance benefits and apply to hospital services. Basic computer skills and the ability to adapt to various
programs/systems. Capable of balancing appropriate level of intervention and partnering with clinical staff to insure
the highest quality of patient care. Spanish speaking required for positions in the PCC
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Patient Financial Access Facilitator is responsible for all functions and processes related to patient check -in,
check-out, registration and scheduling. Obtains and updates the patient 's demographic and financial information in a
sometimes demanding atmosphere utilizing multiple applications to assure timely processing of the patient visit .
Performs a variety of functions including accurate patient identification while adhering to Red Flag procedures to
ensure patient safety. Must stay abreast of all insurance changes and adheres to managed care requirements and
all other information legislated for Health Care as it relates to the health system. Must understand the various
insurance carriers' options and completes insurance entry accurately, satisfying billing requirements to ensure a
payable account. Verifies eligibility of insurances, identifies and collects co -pay balances, and initiates other funding
referrals as outlined by departmental policy when appropriate
EEO/AA/Disability/Veteran
Responsibilities:
1. Initiates and completes patient visit information in accordance with YNHH department protocol
2. Collects necessary patient demographic and insurance information when completing the registration
process
3. Promptly and efficiently accommodates walk-ins/add-on patients by scheduling appointments, visits and
updates registration information
4. Provides support in coordinating arrangements for patients who require additional assistance (i.e.
non-English speaking, hard of hearing, disabled, etc.)
5. Obtains required signatures and ensures appropriate authorizations are obtained. Documents account
information and systems appropriately
6. Completes all EMR check-list to ensure that all registration items are satisfied on the patient accounts
7. Must share an equal percentage of patient registration volume as observed by the supervisor and
evidenced by review of productivity reports
8. Accurately and promptly schedules patient appointments per department standards
9. Schedules patient appointments by obtaining all necessary patients demographic and insurance
information. Works in collaboration with clinical team to schedule appointments according to facility
schedule, staff availability and patient needs
10. Accurately creates and selects proper visit information (i.e. visit type, duration, and provider).
Documents appropriate information pertaining to the visit in the appointment note field
11. Ensures that if there is a wait list/recall list for visits, it is checked daily and empty slots are filled
12. Performs other scheduling/rescheduling duties as needed
13. Ensures appropriate financial information is accurately obtained and documented to ensure proper
reimbursement to the health system
14. Demonstrates understanding of the various third party payers and accurately completes insurance entry
in order to satisfy billing requirements
15. Exhibits understanding of the on-line eligibility system and independent insurance websites including
understanding patient's eligibility, determining benefits and patient responsibility due
16. Informs patients of their financial responsibility as it relates to benefits and non-covered balances.
Makes all attempts to collect copay and/or deductibles due at point of service
17. Identifies when the patient has a financial need and refers patient to appropriate department for follow
up. Acts as a representative of the Hospital by protecting the financial well-being of the patients and
the hospital
18. Maintains all required system and web application log in codes to make certain they are active for
utilization at all times
19. Follows Customer Service guidelines in accordance with YNHH department protocol
20. Ensures smooth functioning of all processes in order to ensure a positive patient experience by
acknowledging and receiving patients, physicians and visitors to the department following the YNHHS
Standard of Professional Behaviors
21. Models customer service standards and demonstrates value for all people in the work environment. Is
prompt, courteous and accurate in letting department members know of patient's arrival
22. Works closely with clinical team to ensure timely patient throughput . Notifies clinical team when
patients experience delays. Keeps patients informed when delays occur
23. Attends customer service training program to support model behavior
24. Maintains a high regard for patient privacy and ensures the confidentiality of PHI (Patient Health
Information)
25. Follows department guidelines and identifies events where the service to a customer was less than
optimal and appropriately begins and carries through the service recovery process
26. Recognizes when errors or potential problems occur (i.e. discrepancies in patient information and
patient ID issues) and takes steps to correct. Works in collaboration with the clinical staff to identify
and resolve complex patient identification issues
27. Answers phone by responding no later than the third ring, identifying self and department on each call,
asking the caller's permission before putting her/him on 'hold' and is attentive and courteous to the
caller
28. Utilizes EPIC Inbasket/Telephone Encounter functionality by recording appropriate information and
promptly relaying messages to appropriate personnel
29. Utilizes Health System and Department resources to effectively support the patient
experience
30. Participates in designated committees, staff meetings, workgroups, and attends all in-service to support
team building and communication enhancements
31. Demonstrates effective problem solving ability by recognizing potential problems and intervenes to make
things right. Develops potential solutions to be presented to management or work teams
32. Ability to assist and act as a resource to other team members with troubleshooting on complex
problems, before bringing it to the attention of the Supervisor or senior team member
33. Maintains professional appearance by adhering to the departmental uniform policy
34. Must be proficient in accessing other related system programs and websites, maintaining passwords as
required
35. Demonstrates the ability to problem solve and resolve various registration issues as they pertain to the
computer systems
36. Knowledgeable of downtime procedures and incident planning. Demonstrates proficiency in
understanding EPIC downtime functions including issuing CSN numbers and how to utilize the SRO.
Ability to do system recovery including reconciliation
37. Supports Organizational and Departmental Goals
38. Performs all functions in accordance with established policies and procedures
39. Demonstrates and applies sound knowledge of policies and procedures when performing all scheduling
and registration functions
40. Communicates effectively with all co-workers, staff from other departments, physicians, and patients
addressing any issues affecting workflow
41. Provides written and oral communication to management or senior team member when required
42. Proactively identifies problem prone areas or processes and recommends solutions. Trains fellow
employees on correct/new procedures
43. Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire
44. Able to communicate and escalate issues to Managers, Supervisors, Seniors, and lead team members
in writing
45. Performs other duties as assigned by Supervisor
46. Identifies and recommends opportunities to improve Patient Access activities
47. Provides training to other staff members (or temporaries) on a particular job function or projects or
demonstrates tasks/duties when required
48. Motivates others to seek solutions throughout the work day and facilitates discussions in the work
group to ensure that tasks are completed and goals met
49. Keeps abreast of changing federal, state, and insurance regulations and departmental
policies/procedures
50. Exhibits a positive attitude as it relates to interaction with coworkers, performance of job
responsibilities, and a genuine interest in the proper performance of job
51. Actively participates in all staff meetings, seminars, training sessions and work groups to advance
departmental goals
52. Independently works on special projects as assigned in the area to address issues and meet goals of
the department
53. Attends courses as recommended by Supervisor to increase knowledge and technical expertise (i.e.
takes classes on communication skills and advanced systems)
54. As new releases are implemented and/or procedures are revised, attends training to ensure employee
can proficiently perform expected job duties
55. Initiates projects to support the goals of the department
Qualifications:
EDUCATION
High school diploma or GED required. Associate degree preferred
EXPERIENCE
One (1) to two (2) years of work experience in a customer service environment preferably in a hospital /physician
office with emphasis on registration, third party insurance verification and financial clearance dealing with all aspects
of medical insurance and eligibility requirements preferred
SPECIAL SKILLS
Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills with a strong ability to
interpret insurance benefits and apply to hospital services. Basic computer skills and the ability to adapt to various
programs/systems. Capable of balancing appropriate level of intervention and partnering with clinical staff to insure
the highest quality of patient care. Spanish speaking required for positions in the PCC
Reference: 202174462
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