Patient Access Ambassador - Oshtemo - 60 hr. per pay period

Bronson Healthcare•Kalamazoo, MI

1d•Onsite

About The Position

The Patient Access Ambassador supports a positive patient experience by welcoming patients and helping them use self-service Welcome tablets for check-in. The role monitors the tablet check-in process, assists patients who need help or are unable to complete check-in, provides wayfinding, and supports patient registration workflows. Other patient access duties may include collecting demographic and insurance information, verifying details, scheduling appointments, providing financial information and estimates, and collecting and entering payments. The position requires understanding registration workflows and the effects that incomplete or inaccurate information can have on patient care and revenue cycle operations. The ambassador also supports tablet implementation across sites, serves as a subject matter expert on Welcome Tablet features, and trains staff on tablet workflows. Duties include maintaining clear signage, cleaning tablets according to site-specific schedules and safety instructions, and promptly submitting IT tickets for outages, equipment failures, or identified improvements. This is a part-time, first-shift position scheduled for 30 hours per week at the Kalamazoo medical office location.

Requirements

High school diploma or GED.
Excellent computer skills and a high comfort level with technology.
Strong customer service skills and good verbal communication.
Approachable, knowledgeable, and strong interpersonal skills.
Willingness to learn and maintain competency in Welcome and patient check-in workflows.
Ability to adapt to change and build rapport easily with staff and patients.
Ability to identify opportunities for improvement.
Competency in all registration workflows.
Current knowledge of billing and coding requirements and ability to apply industry standards, when performing applicable registration duties.
Ability to resolve financial issues and negotiate payment arrangements, when performing applicable duties.
Ability to stand and/or walk for up to four consecutive hours per day.

Responsibilities

Warmly greet patients and encourage them to use Welcome tablets for check-in.
Monitor the kiosk concierge application and tablet check-in process throughout the day, troubleshooting issues as needed.
Assist patients with check-in, including completing the process at the support workstation when tablet check-in fails.
Provide wayfinding directions and direct patients to the appropriate waiting area.
Assist patients with visual impairments or mobility issues, including helping them access a desk or use a tablet while seated.
Explain tablet locations for future visits and advise patients that scheduling and e-check-in can make arrival quicker.
Add patients to patient flow, provide pagers where applicable, and review and link orders as applicable.
Register patients and, as needed, gather and verify demographic and insurance information, schedule appointments, provide financial information and price estimates, and collect and enter payments.
Orient, train, and educate staff on Welcome Tablets and workflows; train new sites on standard tablet implementation procedures.
Serve as a subject matter expert on Welcome Tablet features and support tablet implementation at sites as required.
Facilitate resolution of problematic situations and inform appropriate leadership of actions taken.
Ensure signage is clear and appropriate.
Clean tablets on the required schedule using CaviWipes and gloves, and allow surfaces to dry before use.
Submit IT tickets promptly for tablet outages, equipment failures, or identified needs and improvements.
Identify opportunities to improve patient flow and work with leadership to develop enhanced training tools.
Cross-train at all sites with tablet implementation and provide support as needed.