Notice of Admission I - Patient Access

Kettering Health Network•Miamisburg, OH

6d•Onsite

About The Position

This network- service position, under the direction of the Pre-Access Manager, Kettering Health, is responsible to facilitate the patient intake process by performing accurate data entry of patient demographic and insurance information for patient’s observation/inpatient services . The Representative reviews /verifies insurance benefits and notifies payers of observation and inpatient stay when required at each encounter to ensure accurate and complete billing. This highly visible position must be aware of the importance and impact this position has on KH denials . The representative provides exceptional customer service to our patients, providers and all other departments and is always expected and required to be exhibited . Demonstrates through behavior Kettering Health’s mission, vision and services standards as outlined in the organization’s training while adhering to department policy and HIPAA regulations. Subject matter expert with m aintain ing competence and usi ng critical thinking skills to promptly resolve consumer inquires within assigned functional area(s). Always d emonstrates successfully to resolve customer inquiries Surpasses and a dhere s to all established workflows, scripting, and department greetings Create exceptional customer experience by setting proper expectations and consistently following through with end- users Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s) Consistently d emonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, Pre-Access colleagues, and leaders Exceeds individual key department performance objectives such as quality assurance and productivity. Subject matter expert in knowledge of Pre-Access and Kettering Health offerings to provide exceptional services Always h andle s sensitive matters courteously and with professionalism. When appropriate , escalate with leadership for proper awareness and/or resolution. Perform other duties as assigned by department leaders

Requirements

High school diploma
Excellent written and oral communication skills
Meets Pre-Screening Protocol and testing for proficiencies in computer skills, phone skills, and customer service knowledge
SME (Subject matter expert) with Insurance plans and processes
SME with Insurance portals and websites
Demonstrated competency in working in teams and ability to effectively communicate with all levels
Computer literate and very strong with Microsoft Excel , Outlook, and Word while maintaining updates through email and Teams
Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner
Exceeds Quality Assurance scores, and productivity
SME with insurance response history (deductible, co-insurance, co-pay and out of pocket) and EPIC Estimator tool ability to perform as a collaborative team member
Fully trained in pre-registration

Nice To Haves

College degree preferred in finance or healthcare field
Previous registration or billing experience preferred

Responsibilities

Facilitate the patient intake process by performing accurate data entry of patient demographic and insurance information for patient’s observation/inpatient services
Reviews /verifies insurance benefits and notifies payers of observation and inpatient stay when required at each encounter to ensure accurate and complete billing
Provide exceptional customer service to our patients, providers and all other departments
Demonstrates through behavior Kettering Health’s mission, vision and services standards as outlined in the organization’s training while adhering to department policy and HIPAA regulations
Maintain competence and use critical thinking skills to promptly resolve consumer inquires within assigned functional area(s)
Resolve customer inquiries
Adhere to all established workflows, scripting, and department greetings
Create exceptional customer experience by setting proper expectations and consistently following through with end- users
Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s)
Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, Pre-Access colleagues, and leaders
Exceeds individual key department performance objectives such as quality assurance and productivity
Handle sensitive matters courteously and with professionalism
Escalate with leadership for proper awareness and/or resolution when appropriate
Perform other duties as assigned by department leaders