Guest Services Specialist - AdventHealth - WINTER PARK

Top Reasons to work at AdventHealth - WINTER PARK

You Will Be Responsible For:

Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.

• Monitors patient registration wait times and ensures patients are directed to patient access representatives within standards, as designated by department. Uses sign-in log appropriately for tracking purposes. During peak registration times, supports registration staff and ensures patients are processed through system protocols in a timely manner. Obtains required, missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Assists with scheduling, as needed.
• Registers patients for services and achieves accuracy while working patient accounts in regard to insurance identification and selection, along with required protocols associated with insurance selection, including authorization requirements, in addition to ensuring timely discharge is facilitated and reimbursement is maximized. Creates accurate good faith estimates in an effort to maximize upfront cash collections, in addition to, adding collection documentation where required, accordingly. Properly identifies patients, ensuring armband accuracy, and inputs demographics information, as well as, secures the required forms to ensure compliance and regulatory policies.
• Screens and directs faxes, document copies, and assists in obtaining patient’s prescriptions, if applicable. Reviews Physicians orders/scripts, when appropriate according to process protocols, to verify patient’s name, date of birth and ensure order/script has been signed by clinician. Maintains an open line of communication with patients, leadership, and clinical units when delays occur, or issues arise.
• Identifies, determines and directs all customers to the appropriate area of responsibility within PA/PFS and/or other departments. Assesses the lobby periodically to ensure all patients and/or visitors needs are being met. Answers telephones within three (3) rings and responds to inquiries within a timely manner.
• Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) in a helpful and courteous manner while extending exemplary customer service. Anticipates and responds to inquiries and needs in an assertive, yet courteous manner. Assists all customers, guests, patients, and healthcare team with appropriate information requested. Maintains up to date and thorough knowledge of assigned AdventHealth campus and phone numbers in order to provide guests and patients the most accurate information and directions possible.

What You Will Need:

• Discussing patient related information that is confidential in nature
• Working knowledge of Microsoft programs and database programs
• Ability to operate general office machines, such as, computers, facsimiles, copiers, and scanners
• Ability to effectively learn and perform multiple tasks and organize work in a systematic and efficient fashion
• One (1) or more years of experience in customer service

• Knowledge of computer programs, such as Cerner
• Basic knowledge of medical terminology
• Exposure to insurance benefits; ability to decipher insurance benefit information
• Bilingual in English and Spanish
• Associate degree in Health Services
• Certified Healthcare Access associate from National Association of Healthcare Access Management

The Guest Services Specialist, under supervision, greets all customers, such as, patients, guests, families, staff, physicians, and vendors in a helpful and courteous manner while extending exemplary customer service. Answers telephones within three (3) rings and responds to inquiries in a timely manner. Uses all available patient data search tools to accurately locate or create patient visit information as outlined by department policy. Accountable for monitoring patient registration wait times and ensuring patients are directed to Patient Access representative within standards as designated by department. During peak registration times, supports registration staff ensuring patients are processed through system protocols timely, obtaining required missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Responsible for collecting patients’ financial responsibilities, i.e., co-payments, co-insurances, deductibles, etc. as required, placing clear and thorough financial assessments, authorizations/pre-certs, and/or benefit memos on patient accounts to ensure expeditious billing and to protect financial standing of AdventHealth, when applicable. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.