Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes.
Responsibilities:
Roles and Responsibilities Basic Purpose of the role Responsible for ensuring appropriate and accurate registration of all patients obtaining services at the facility utilizing the facility's registration system; ensuring all insurance benefits, eligibility and pre-authorizations are obtained prior to the date/time of service; generating, monitoring and reviewing daily cash receipts, registration reports and patient collections. Also responsible for handling routine patient queries related to the admission process, insurance verification, and billing. Key Responsibilities of the role Key Responsibilities of the role Corresponding Key Activities performed by the role Customer Service and Support
Interact with customers face to face, over telephone, email, chat, mobile app, etc. to answer questions and provide general information on appointments, referrals, facilities, available services, care providers, events and campaigns; and other information as requested
Demonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scripts
Maintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff members
Proactively attending to patient needs, requests and concerns
Stay updated on services available, physician specialties, facility workflows, required documents, campaigns and events
Share information on workflow updates, eligibility updates, new campaigns, and events with patients
Assist with positive and timely resolution and documentation of requests and issues and escalate any formal complaints to the Quality team
Communicate directly with various SEHA staff members to resolve issues and concerns
Escalate clinical questions to the Clinical team
Escalate unresolved queries or concerns to team leaders or Senior Officers
Handle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)
Appointment Scheduling
Follow SEHA policies and procedures for registering patients; scheduling, rescheduling and canceling appointments; calling to remind patients or provide information; checking patients in; checking insurance eligibility and visit authorizations, updating patient information, ensuring consent forms are signed, generating wrist bands, completing inpatient admissions, collecting payments, issuing receipts, etc.
Promote and prioritize scheduling for new doctors and services, or those with less bookings
Obtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patients
Identify and assign correct Enterprise Person Identification and/ or Medical Record Numbers
Orient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as required
Initiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) department
Provide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions arise
Coordinate and assist nursing staff and physicians to prevent and address patient complaints
Coordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patients
Documentation and Reporting Follow established workflows to communicate and follow up on customer Personal Responsibility and Team Effort
Act responsibly and ensure that all job activities are carried out in an efficient and accurate manner
Participate in improving Patient Access services, performance and productivity
Provide public holiday and out of hours coverage as required
Collaborate with other team members to provide a seamless service
Provide assistance to less experienced representatives and guidance on unusual or complex queries
Attend lectures, training sessions, meetings as required
Collaborate and communicate professionally and effectively with team members internally and in other departments
Promptly alert management of any issues related to the accomplishment of work assignments
Adhere to SEHA standards relating to grooming, dress code, personal hygiene and presentation
Accept additional responsibilities as required
Qualifications:
Required:
Diploma in Accounting/Finance/Business Administration or any relevant field
Desired :
Bachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field