Patient Access Switchboard Operator, part time, days

Holland Hospital•Holland, MI

9d•Onsite

About The Position

The Patient Access Specialist delivers skilled registration and support services across a variety of clinical areas, including the Emergency Department, Urgent Care, Laboratory, Radiology, and Hospital Operator functions. This role is responsible for ensuring the accurate collection of demographic and financial information, maintaining regulatory compliance, and providing exceptional customer service. Accurate and timely registration supports patient safety, clinical decision making, and compliant billing. The Patient Access Specialist communicates effectively with clinical teams to promote safe, timely, and efficient patient care. In every interaction, they help create a positive and welcoming experience for patients and visitors throughout Holland Hospital.

Requirements

High school diploma or GED required.
Experience in healthcare, medical office, or a patient-facing high-acuity customer service environment preferred.
Experience with multitasking roles requiring rapid decision-making.
Demonstrated ability to work independently and as a team in high-pressure environments.
Familiarity with medical terminology or registration workflows preferred.
Demonstrated strength in critical thinking, informed decision making, and problem solving, with the ability to multitask in high volume environments.
Ability to remain calm and professional in emergency or high-volume situations.
Excellent communication and customer service skills.
High accuracy in data entry and attention to detail.
Ability to navigate multiple software systems simultaneously.

Responsibilities

Verify patient identification per hospital policy and scan ID/insurance cards.
Update and validate patients’ information to ensure accurate demographic and financial registration.
Utilize electronic work queues to efficiently serve patients and assist with maintaining optimal clinical workflows.
Access multiple software systems to determine payer/benefit information.
Determine patient responsibility using software and discuss payment with compassion.
Collect copays and patient payments following established financial communication standards.
Balance cash box and online payment systems.
Participate in meetings, share improvement ideas, and support compliance and process efficiency.
Serve as a preceptor as needed.
Complete all processes in alignment with Patient Access compliance standards including EMTALA, NSA, and other healthcare regulations as applicable to work area.
Present and obtain signatures on required forms including Treatment Consent/HIPAA, Payment Agreement, IMFM/MOON, ABN, NSA/PBB, and Patient Belongings as applicable.
Collect required demographic details for Meaningful Use (race, ethnicity, sex, portal information).
Obtain accurate financial information including MSP questionnaires to ensure compliant payer ranking.
Route calls from internal and external customers using prioritization and critical thinking.
Escalate urgent calls according to established protocols.
Provide exceptional customer service to all callers.
Maintain composure during Code events and perform clear and quick overhead paging in a professional manner.
Perform additional duties concurrently, including creating and activating visits and completing assigned reports.