[Hiring] Patient Accounts Financial Assistance Pre-Registration @Kettering Health

Role Description

This network-wide position, under the direction of the Pre-Access Manager, Kettering Health is responsible for facilitating 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.

• Reviews insurance benefits, authorizations/referral information, and upfront patient appropriate liability when required at each encounter to ensure accurate and complete billing.
• Provides exceptional customer service to patients, providers, and all other departments.
• Demonstrates through behavior Kettering Health’s mission, vision, and service standards as outlined in the organization’s training.
• Maintains competence and uses critical thinking skills to promptly resolve consumer inquiries within assigned functional area(s).
• Adheres to all established workflows, scripting, and department greetings.
• Creates delightful customer experiences by setting proper expectations and consistently following through with end-users.
• Documents all interactions and consistently updates consumer records in the relevant technology system(s).
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, and helpfulness.
• Achieves individual key department performance objectives such as quality assurance and productivity.
• Maintains knowledge of Pre-Access and Kettering Health offerings to provide exceptional services.
• Handles sensitive matters courteously and with professionalism, escalating with leadership when appropriate.
• Adheres to department policies and procedures and HIPAA regulations.
• Performs other duties as assigned by department leaders.

Qualifications

• 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 a high-paced, often stressful environment while maintaining a respectful, caring, and professional manner.
• Must have the ability to perform as a collaborative team member.

Requirements

• 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 excellent 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.

Company Description

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.