Guest Services Representative - Guest Services, Casual, Rotating

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

The Patient Access Specialist reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities:

• Ensures patient safety and satisfaction through courteous, timely and accurate registration.
• Collects and enters pertinent patient information and informs of hospital policies and procedures.
• Demonstrates I-CARE values (Integrity, Compassion, Accountability, Respect and Excellence) in daily work and interactions.
• Presents a friendly, approachable, professional demeanor and appearance.
• Provides accurate information and timely updates to patients and customers. Addresses questions and concerns promptly, or identifies appropriate person and resources to do so. Provides directions or help to patients and customers with finding their way.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Demonstrates teamwork by helping co-workers within and across departments. Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
• Uses organizational and unit/department resources efficiently.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Contributes to opportunities and processes for continuous improvement.
• Participates in efforts to reduce costs, streamline work processes, improve and grow services we provide.
• Demonstrates knowledge of Revenue Cycle and the impact of Patient Access on all areas, from point of service collections to timely and accurate billing.
• Demonstrates knowledge and is able to navigate competently in multiple computer systems.
• Completes and scans the following documents with 95% accuracy: Consents, MFM, Coordination of Benefits, insurance cards, photo identification, and any other paperwork
• Electronically records and updates patient information in a timely, accurate fashion.
• Initiates electronic and/or telephone inquires to physician offices, insurance payers, employers and internal business partners.
• Completes insurance eligibility checks and verifies benefits through electronic means.
• Demonstrates knowledge concerning the operations of the various hospital departments.
• Answers or refers the questions of patients, visitors, and fellow employees in an appropriate manner.
• Keeps open lines of communication with both internal and external customers allowing issues to be resolved with little or no conflict.
• Appropriately and effectively explains, secures and witnesses all signatures required to provide medical treatment, assign insurance benefits, complete release of information, establish financial responsibility, and meet other internal regulator or payer requirements, including "Important Message from Medicare" and Care Everywhere. Appropriately identifies Self-Pay patients and provides Presumptive Eligibility and/or Financial Assistance.
• Assesses and responds appropriately to patients' communications needs and secures an interpreter or other necessary assistance, when appropriate.
• Maintains an effective working relationship with all Revenue Cycle Departments.
• Adheres to the designated dress code/uniform requirements when reporting to work.
• Answers telephone in a polite manner, stating name and department name.
• Displays sensitivity to the needs and problems of patients, visitors and fellow employees and understands the individual's right to confidentiality must be maintained.
• Understands that the Patient Access Specialist is an agent of the hospital and is to act in a manner, which is in the best interests of the hospital.
• Creates a positive image with patients, visitors and fellow employees.
• Maintains a productivity standard for the specific area of registration (3 registrations/hr ED or 5 registrations/hr OP).
• Accurately collects and analyzes all required demographic, insurance/financial, and clinica