Patient Ambassador - Honickman Center (FT, Days)

Jefferson Health Plans • Philadelphia, PA

3d • Onsite

About The Position

The Patient Ambassador ensures patients are greeted promptly and courteously, helps them find their way, and completes registration, check-in, and copay collection. The role combines navigator and registrar functions with an emphasis on an excellent patient experience and managing patient flow throughout the assigned floor and building lobby.

The Patient Ambassador supports smooth daily practice operations by assisting with check-out and follow-up scheduling, training staff on registrar functions, applying registration workflow changes, identifying workflow issues, and communicating recommendations to practice leadership. The position also supports billing activities, appointment coordination, chart preparation, and communication among patients, providers, and staff.

Requirements

• High school diploma or GED.
• Three years of experience in a medical setting handling a busy practice, including typing, telephone contact, insurance and referrals, decision-making, interpersonal communication, organization, and computer data entry.
• Related patient service experience, preferably in a healthcare setting.
• Ability to act independently and make decisions about insurance, referral issues, and patient lateness in accordance with provider preferences and departmental policies.
• Working knowledge of medical terminology and basic arithmetic, including calculating, balancing, and reconciling figures and making accurate changes.
• Ability to organize information for quick retrieval.
• Ability to provide exceptional customer service and perform service recovery.
• Ability to communicate with tact and diplomacy.
• Ability to establish and maintain effective working relationships with patients, employees, and the public.
• Ability to work effectively with minimal supervision and under pressure while maintaining a positive attitude.
• Ability to take initiative in problem solving.
• Ability to master Microsoft Office Suite, IDX, Jeff Chart, and similar systems.

Nice To Haves

• IDX certification.

Responsibilities

• Interact with co-workers, visitors, and other staff in accordance with Jefferson's values.
• Ensure smooth and efficient patient flow on the assigned floor, monitor patient queues, identify opportunities for service recovery, coordinate resolutions, and maintain appropriate coverage.
• Assist with check-out, including scheduling appointments and follow-ups.
• Train new and current staff on registrar functions and follow departmental and JMG initiatives related to registration workflow changes.
• Address workflow issues and recommend improvements to the Floor Manager and SCP Building Administrator.
• Greet patients and visitors promptly and warmly and direct patients to the waiting area.
• Complete patient check-in, including updating demographic and insurance information, obtaining and linking referrals, collecting copays, scheduling appointments, and ensuring required forms are completed and signed.
• Perform electronic registration and arrival functions, including full registration, scanning insurance cards and photo IDs, completing electronic guarantor forms, and ensuring patients electronically sign JUP forms (NPP and SOF).
• Support departmental billing by collecting outstanding balances, informing patients about outstanding bills or debts and responsibility for upcoming procedures, and organizing and preparing the daily batch.
• Review schedules for appointment conflicts, communicate needed adjustments to divisional support staff, generate charts for add-on patients, and notify the back office when charts are needed.
• Communicate effectively with stakeholders and keep patients informed when a doctor is more than 30 minutes behind schedule.
• Communicate cancellations and rescheduled appointments to providers and staff in a timely manner.
• Keep the SCP Building Manager and Floor Manager informed about issues affecting daily practice operations.

Benefits

• Medical insurance, including prescription coverage
• Supplemental insurance
• Dental insurance
• Vision insurance
• Life and AD&D insurance
• Short- and long-term disability
• Flexible spending accounts
• Retirement plans
• Tuition assistance
• Voluntary benefits, including access to group insurance rates and discounts
• Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
• Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED