Patient Access Rep/PBX Operator

Sutter Health • Vallejo, CA

2d • $29 - $36

About The Position

Serves as the face-to-face point of contact for patients at a client location. Obtains necessary information to register and financially clear patients, greets patients and family members, and obtains or verifies relevant information for service delivery. Enhances the patient experience by providing customer service at the point of service and demonstrating knowledge of Sutter's health system and service offerings. Supports the success of a high-performing shared services organization by championing the long-term MFSS vision and fostering an environment that welcomes and recognizes continuous improvement in business processes and services. Participates in programs and uses tools that support a high-performance culture, including performance measurement, people development, and customer relationship management.

Requirements

• High school diploma or equivalent education/experience; equivalent experience may be accepted in lieu of the required degree or diploma.
• Strong data-entry skills.
• Excellent verbal and written communication and active-listening skills.
• Interpersonal skills for dealing with internal and external customers.
• Computer proficiency and the ability to work accurately and efficiently in multiple computer systems, including patient registration/accounting systems, telephone consoles, document imaging, scanning, payment posting, payer websites, and data-quality monitoring tools.
• Excellent time-management skills and the ability to manage frequent in-person patient contacts while maintaining and documenting data in patient registration systems.
• Ability to work with and maintain confidential information.
• Accuracy and attention to detail.
• Strong decision-making and problem-solving skills.
• Ability to set and organize work priorities, adapt to change, and work concurrently on varied tasks or projects in a potentially stressful environment with people who have diverse personalities and work styles.
• Ability to meet or exceed targeted customer service, productivity, and quality standards.
• Personal presence characterized by honesty, integrity, and caring, with the ability to inspire and motivate others in support of Sutter Health's philosophy, mission, vision, goals, and values.

Nice To Haves

• Associate's degree.
• Experience in a hospital or clinic, insurance company, managed care organization, or other financial services setting, performing financial counseling, financial clearance, or customer service activities; typically acquired over two years.
• Completion of regulatory or mandatory certifications and skills-validation competencies.
• General knowledge of patient access financial counseling in acute and non-acute settings.
• Working knowledge of medical terminology.
• Working knowledge and understanding of insurance terminology.
• Knowledge of EMTALA and consent laws.
• Fluency in English and at least one other language.

Responsibilities

• Greet patients and family members and serve as the face-to-face customer service point of contact.
• Obtain and verify information needed to register and financially clear patients for services.
• Enhance the patient experience by demonstrating knowledge of Sutter's health system and service offerings.
• Support the MFSS vision and contribute to a high-performing shared services organization.
• Promote continuous improvement in business processes and services.
• Participate in performance measurement, people development, customer relationship management, and other standard MFSS programs.

What This Job Offers

• Education Level: High school or GED