Patient Access Officer-Sakina-Hubs&Satellite-AD-Patient Access Services (Sec)

Job DescriptionResponsible 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-certification and/or authorizations are obtained to meet individual payer payment authorization protocols prior to the date of service. Generating, monitoring and reviewing daily cash receipts, registration reports and patient collections. Also responsible for handling routine patient inquiries related to the admission process, insurance verification, financial counseling, financial assistance and billing.ResponsibilitiesCustomer Service and SupportInteract 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 requestedDemonstrate a patient centered approach in all interactions, ensuring adherence to SEHA values and service excellence standards, established workflows, call scenarios and scriptsMaintain courtesy, professionalism, confidentiality and privacy when interacting with patients, customers, and staff membersProactively attending to patient needs, requests and concernsStay updated on services available, physician specialties, facility workflows, required documents, campaigns and eventsShare information on workflow updates, eligibility updates, new campaigns, and events with patientsAssist with positive and timely resolution and documentation of requests and issues and escalte any formal complaints to the Quality teamCommunicate directly with various SEHA staff members to resolve issues and concernsEscalate clinical questions to the Clinical teamEscalate unresolved queries or concerns to team leaders or Senior OfficersHandle assigned tasks in accordance with set policies and procedures (scheduling, registration, eligibility check, payment collection, etc.)Appointment SchedulingFollow 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 bookingsObtain and input accurate and updated demographic data, contact details, and insurance information for all scheduled patientsIdentify and assign correct Enterprise Person Identification and/or Medical Record NumbersOrient the customer to the registration process, identification, patient rights and responsibilities and consent forms, as requiredInitiate and forward all merge requests for multiple EPI or MRN records to the HIM (Health Information Management) departmentProvide information to patients on expected waiting times, next steps, follow up appointments - proactively and when questions ariseCoordinate and assist nursing staff and physicians to prevent and address patient complaintsCoordinate with other departments to ensure efficient and accurate scheduling, registration and admission of patientsDocumentation and ReportingFollow established workflows to communicate and follow up on customerPersonal Responsibility and Team EffortAct responsibly and ensure that all job activities are carried out in an efficient and accurate mannerParticipate in improving Patient Access services, performance and productivityProvide public holiday and out of hours coverage as requiredCollaborate with other team members to provide a seamless serviceProvide assistance to less experienced representatives and guidance on unusual or complex queriesAttend lectures, training sessions, meetings as requiredCollaborate and communicate professionally and effectively with team members internally and in other departmentsPromptly alert management of any issues related to the accomplishment of work assignmentsAdhere to SEHA standards relating to grooming, dress code, personal hygiene and presentationAccept Additional Responsibilities As Required(No specific responsibilities listed)QualificationsRequiredDiploma in Accounting/Finance/Business Administration or any relevant fieldDesiredBachelor's degree or equivalent in Accounting/Finance/Business Administration or any relevant field#J-18808-Ljbffr