Job Description
At arenaflex, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the arenaflex system. At arenaflex, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?
- *Job Summary:**
We are seeking an experienced Patient Access Specialist to join our team in providing exceptional customer service to patients and families. As a Patient Access Specialist, you will be the first point of contact for patients, ensuring a positive and seamless experience from the moment they interact with our organization. You will be responsible for scheduling appointments, collecting demographic information, and verifying insurance eligibility, all while maintaining the highest standards of customer service and confidentiality.
- *Responsibilities:**
- Consistently practices Patients First philosophy and adheres to high standards of customer service, setting an example to peers, coworkers, and others by fostering a team atmosphere.
- Responds to questions and concerns, providing timely and effective solutions to patients and families.
- Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary, ensuring seamless communication and resolution.
- Maintains patient confidentiality per HIPAA regulations, upholding the highest standards of data protection and security.
- Provides exceptional customer service to patients, establishing a positive first impression of arenaflex and exceeding all consumer requests.
- Correctly identifies and collects patient demographic information in accordance with organization standards, ensuring accurate and timely registration.
- Interacts with various hospital departments and physicians' offices to effectively schedule and direct patients through the arenaflex systems in a patient/customer-friendly manner.
- Reaches out to patients to schedule an appointment as defined, ensuring timely and efficient scheduling.
- Performs medical necessity checks as necessary for scheduled services, communicates options to patients if appointment fails, and informs patients of any issues with securing the financial account for their encounter.
- Completes out-of-pocket estimations as requested by patients, providing accurate and timely financial information.
- Provides training and education as needed, sharing knowledge and expertise with colleagues to enhance customer service and operational efficiency.
- Manages work schedule efficiently, completing tasks and assignments on time, and adjusts processes as needed to meet standards.
- Completes other duties assigned by manager, demonstrating flexibility and adaptability in a fast-paced environment.
- Cross-trains between various departments to ensure coverage, upholding the highest standards of teamwork and collaboration.
- Participates in Quality Assurance reviews to ensure integrity of patient data information, identifying areas for improvement and implementing changes to enhance customer service and operational efficiency.
- Uses effective service recovery skills to solve problems or service breakdowns when they occur, ensuring timely and effective resolution.
- Utilizes department and hospital policies and procedures to complete assigned tasks, upholding the highest standards of compliance and regulatory adherence.
- Avoids putting patients in financial or safety risk, prioritizing patient well-being and safety above all else.
- *Communication and Collaboration:**
- Communicates information to patients regarding questions about physician referrals, insurance referrals, and consultations, providing timely and effective solutions.
- Collects authorization numbers in appropriate systems as applicable, ensuring accurate and timely registration.
- Provides professional and constructive environment for communication across units/departments, resolving operational issues and promoting teamwork and collaboration.
- May attend intra/interdepartmental meetings, which involve walking within the arenaflex campus, promoting collaboration and communication across departments.
- Communicates customer satisfaction issues to appropriate individuals, ensuring timely and effective resolution.
- Demonstrates teamwork by helping coworkers within and across departments, upholding the highest standards of collaboration and communication.
- Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
- Interacts with internal customers to provide excellent support service to staff in departments that provide direct patient care, promoting a positive and seamless experience.
- *Technology:**
- Utilizes multiple online order retrieval systems to verify or print patients' orders, ensuring accurate and timely registration.
- Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary, ensuring accurate and timely registration.
- Completes accurate handoff instructions and notes to scheduling staff, noting appropriately in Epic, ensuring seamless communication and resolution.
- Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position, upholding the highest standards of technical proficiency.
- Runs real-time eligibility (RTE) on all patients to verify insurance and follows out-of-network policies as applicable, ensuring accurate and timely registration.
- Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct, promoting effective communication and resolution.
- *Efficiency, Process Improvement, and Business Growth:**
- Proactive in preventing issues with patient visits by double-checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, and ensuring there are no duplicate patient records.
- Understands minimum data set required for a complete registration, collects and verifies critical data, and updates that information into registration system, ensuring accurate and timely registration.
- Understands departmental and individual quality metrics, identifying areas for improvement and implementing changes to enhance customer service and operational efficiency.
- Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions, promoting timely and effective resolution.
- Evaluates procedures and suggests improvements to enhance customer service and operational efficiency, upholding the highest standards of innovation and improvement.
- Participates in departmental quality improvement activities, identifying areas for improvement and implementing changes to enhance customer service and operational efficiency.
- Provides ideas and suggestions for process improvements within the department, promoting a culture of innovation and improvement.
- Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards, upholding the highest standards of efficiency and effectiveness.
- Adjusts processes as needed to meet standards, promoting a culture of continuous improvement and innovation.
- Uses organizational and unit/department resources efficiently, upholding the highest standards of resource management and utilization.
- Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information, promoting a culture of knowledge sharing and collaboration.
- Understands that schedule may change to reflect shifting business needs, upholding the highest standards of adaptability and flexibility.
- Evolves and learns as healthcare policies change, promoting a culture of continuous learning and improvement.
- *Qualifications:**
- High School diploma or equivalent.
- 2-3 years customer service or medical office experience.
- Excellent interpersonal, verbal, and written communication skills.
- Proficiency in computer data-entry/typing.
- Excellent verbal and written communication skills.
- Ability to read, write, and communicate effectively in English.
- Basic Computer Skills.
- Ability to type 40 wpm.
- Ability to multi-task.
- Customer service oriented.
- Excellent organizational, time management, analytical, and problem-solving skills.
- *Preferred Qualifications:**
- Additional education.
- Additional language skills.
- Healthcare finance and/or healthcare insurance experience.
- Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
- *Benefits:**
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
- *EOE including Disabled and Veterans:**
arenaflex is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.
- *How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient care, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
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