Patient Access Rep / PBX Operator

Sutter Health•Vallejo, CA

19h•Onsite

About The Position

This position serves as the primary face-to-face point of contact for patients at a client location, responsible for obtaining all necessary information to register and financially clear patients for service delivery. The role involves greeting patients and family members, verifying relevant information, and enhancing the patient experience through excellent customer service and knowledge of Sutter Health's system and offerings. The individual will also support the success of a high-performing shared services organization by championing the long-term MFSS vision, fostering continuous improvement, and participating in programs related to performance measurement, people development, and customer relationship management.

Requirements

HS Diploma or equivalent education/experience
Experience within a hospital or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities as typically acquired in two years
EMTALA and Consent Laws knowledge
Excellent time management skills and the ability to manage frequent in-person patient contacts while effective maintaining and documenting data in the patient registration systems
Demonstrated ability to work in multiple computer systems, such as patient registration/accounting systems, telephone consoles, document imaging, scanning, payment posting, proprietary payer websites and data quality monitoring, both accurately and efficiently
Strong data entry skills required
Excellent verbal and written communication and active listening skills
Interpersonal skills necessary in dealing with internal and external customers
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Sutter Health
Accuracy and attentiveness to detail required
Strong decision making and problem solving skills
Must be able to set and organize own work priorities, and adapt to change
Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles
Ability to meet or exceed targeted customer service, productivity and quality standards
Computer proficiency skills required
Requires the ability to work with and maintain confidential information

Nice To Haves

Associate's degree or equivalent
Completion of regulatory/mandatory certifications and skills validation competencies
General knowledge of patient access financial counseling functions in acute and non-acute settings
Working knowledge of medical terminology
Working knowledge and understanding of insurance terminology
Fluency in both English and a minimum of one other language

Responsibilities

Serves as the face to face point of contact for the patient at a client location.
Obtains all necessary information to register and financially clear patients.
Greets patients/family members and obtains and/or verifies relevant information in the process of registering financially clearing patients for service delivery.
Enhances the patient experience throughout all patient interactions by serving as the customer service point of contact at the point of service by demonstrating knowledge of Sutter's Health system and service offerings.
Responsible for supporting the success of a high-performing shared services organization by helping to champion and drive the long-term MFSS vision.
Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized.
Participates in programs and in using tools in support of building a high performance culture via the standard MFSS responsibilities (e.g. performance measurement, people development, customer relationship management, etc.).