Pre-Access Associate

TriHealth•Norwood, OH

13h•Onsite

About The Position

The Pre-Access Associate performs hospital-based scheduling and pre-registration in a call center setting, providing customer service to internal and external customers. The role schedules outpatient testing and procedures according to physician orders and departmental protocols, accurately collects patient demographic and insurance information, and verifies insurance eligibility. It helps prepare patients for visits by providing preparation instructions and parking or arrival directions. The associate uses standardized scripting and Epic workflows to meet legal and financial requirements, explain insurance benefits and estimated out-of-pocket costs, connect patients with financial assistance resources when appropriate, and collect pre-service payments using secure financial protocols. The position is based at TriHealth’s Norwood location in Cincinnati, Ohio, and is part-time at 16 hours bi-weekly. The schedule is day shift with a rotating weekend commitment and no holiday or on-call commitment. TriHealth expects team members to demonstrate its SERVE standards and ALWAYS behaviors, including welcoming and assisting patients, taking responsibility for service recovery, respecting individual differences, valuing others’ time and resources, and showing courtesy and compassion.

Requirements

High school diploma or GED.
1–2 years of customer service experience.
Experience in a fast-paced, customer-focused environment.
Ability to operate multiple computer applications.
Excellent verbal and written communication skills.
Typing speed of 35 words per minute.
Medical terminology must be completed within the first year of employment if not already taken.

Responsibilities

Perform hospital-based scheduling and pre-registration in a call center setting.
Schedule outpatient testing and procedures according to physician-ordered tests and departmental protocols.
Accurately collect patient demographic and insurance information and verify insurance eligibility.
Prepare patients for visits by providing preparation instructions and parking or arrival directions.
Use standardized scripting and Epic workflows to comply with legal and financial requirements.
Educate patients about insurance benefits and Epic-generated estimates of out-of-pocket costs.
Connect patients with financial assistance resources as needed.
Obtain pre-service collections using secure financial protocols.
Follow regulatory and departmental policies and protocols for data collection, patient safety, and pre-service collections.
Use AIDET+P scripting, anticipate customer needs, problem-solve, and maintain positive interactions with internal and external customers and peers.
Meet departmental targets for accuracy and avoiding critical errors.
Meet departmental targets for inbound and outbound call handling, Ready status, registrations per hour, and Epic work queue assignments.
Demonstrate TriHealth SERVE standards and ALWAYS behaviors in interactions with patients, guests, team members, and the community.