POSITION SUMMARY

Provides patient access staffing support including actively working in staff roles as needed. Provides administrative support to the patient access leadership team (supervisor, manager, and/or director). Assists with staff scheduling needs including, but not limited to, schedule changes and call-offs. Serves as a liaison between staff and the patient access leadership team as well as between other health system departments and the patient access leadership team. Acts as a resource for staff and other departments regarding operational or department needs or questions. Actively participates in hiring, new staff onboarding, training, and evaluation. Practices stewardship and appropriate management of resources. Demonstrates excellent customer service skills.

MINIMUM REQUIREMENTS

Education:

1. High school diploma or equivalent.
2. Completion of a Medical Office Professional program or relevant work-related experience preferred.
3. Understanding and knowledge of medical terminology preferred.

Experience:

1. Previous healthcare experience required.
2. At least one to two years of customer service experience in a healthcare setting preferred.

Knowledge, Skills, Abilities:

1. Understanding and knowledge of medical terminology is preferred.
2. Must have strong communication skills, both written and verbal, as well as the ability to clearly and effectively communicate via telephone.
3. Must have the ability to provide high-level customer service and care, regardless of the situation.
4. Must have thorough knowledge of and/or be willing to learn patient access areas including:
   1. Admissions
   2. Outpatient Registration
   3. Scheduling (outpatient, inpatient and physician group)
   4. ER Bedside Registration
   5. ER Greeter Desk
   6. Main Desk Greeter
   7. Switchboard
   8. Lab Spec Registration
   9. Authorization Verification
   10. Process Incoming Files
   11. MTU Registration
5. Must be self-motivated.
6. Ability to stay focused and complete tasks on time.
7. Must be proficient in all MNH IS operating platforms.
8. Ability to accept and adapt to new and changing work requirements and assignments and responsibilities.
9.  Must be a team player who is a positive role model.
10.  Must have excellent attendance records.
11.  Must be able to rotate shifts as needed.
12.  Must keep Patient Access Leadership team informed of department activities, needs and problems on an ongoing basis.
13.  Must be a problem solver, knowing when to request assistance from the Patient Access Leadership team.
14.  Must demonstrate a positive attitude and an openness to change and new ideas.
15.  Assists team in meeting established goals.
16.  Must consistently meet all hospital and department standards.
17.  Must demonstrate professional manner in work setting.
18.  Must report to work on time and be ready for duty.
19.  Must display confidence in own job performance.

License/Certification/Registration:

1. Current, valid Pennsylvania Driver’s License.

SUPERVISION RECEIVED

Receives general supervision from Patient Access Supervisor(s), Patient Access Manager, and/or Director of Revenue Cycle

SUPERVISION GIVEN

No direct supervision will be given, however, this position is responsible for the support, guidance, and training of new and existing staff.

ESSENTIAL FUNCTIONS

1. Maintains a knowledge base and resources necessary to ensure fulfillment of and guidance for all patient access representative duties and responsibilities.
2. Assists with staff and department training needs including new hire onboarding, orientation, training, and assessment.
3. Provides offsite coverage and support as needed.
4. Covers in staffing as needed which could include weekends and/or holidays.
5. Assists with keeping reference materials updated.
6. Assists with keeping educational materials updated.
7. Assists Director, Manager, and Supervisors with special projects and initiatives.
8. Participates and engages in quality improvement efforts and initiatives.
9. Demonstrates excellence in customer service and in having a patient-focused, patient-centered approach.
10. Collaborates with the patient access leadership team to find solutions to problems and issues.
11. Meets established deadlines.
12. Takes initiative to support staff and team members to ensure timely, thorough and accurate completion of work.
13. Adheres to policies and procedures established by the department and administration.
14. Serves as liaison for the health system departments that the patient access serves.
15. Effectively communicates with all members of the patient access leadership team.

NON-ESSENTIAL FUNCTIONS

1. Performs related and miscellaneous duties as assigned.