Think Beyond The Label Jobs

Guest Services Specialist

Location: AdventHealth Winter Garden- 2200 FOWLER GROVE BOULEVARD, Winter Garden, 34787

All the benefits and perks you need for you and your family:

• Benefits from Day One

• Paid Days Off from Day One

• Student Loan Repayment Program

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift : Day

The role you’ll contribute:

The Guest Services Specialist, under supervision, greets all customers, such as, patients, guests, families, staff, physicians, and vendors in a helpful and courteous manner while extending exemplary customer service. Answers telephones within three (3) rings and responds to inquiries in a timely manner. Uses all available patient data search tools to accurately locate or create patient visit information as outlined by department policy. Accountable for monitoring patient registration wait times and ensuring patients are directed to Patient Access representative within standards as designated by department. During peak registration times, supports registration staff ensuring patients are processed through system protocols timely, obtaining required missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Responsible for collecting patients’ financial responsibilities, i.e., co-payments, co-insurances, deductibles, etc. as required, placing clear and thorough financial assessments, authorizations/pre-certs, and/or benefit memos on patient accounts to ensure expeditious billing and to protect financial standing of Florida Hospital, when applicable. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

Demonstrates, through behavior, Florida Hospital’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.

· Monitors patient registration wait times and ensures patients are directed to patient access representatives within standards, as designated by department. Uses sign-in log appropriately for tracking purposes. During peak registration times, supports registration staff and ensures patients are processed through system protocols in a timely manner. Obtains required, missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Assists with scheduling, as needed.

· Registers patients for services and achieves accuracy while working patient accounts in regards to insurance identification and selection, along with required protocols associated with insurance selection, including authorization requirements, in addition to ensuring timely discharge is facilitated and reimbursement is maximized. Creates accurate good faith estimates in an effort to maximize upfront cash collections, in addition to, adding collection documentation where required, accordingly. Properly identifies patients, ensuring armband accuracy, and inputs demographics information, as well as, secures the required forms to ensure compliance and regulatory policies.

· Screens and directs faxes, document copies, and assists in obtaining patient’s prescriptions, if applicable. Reviews Physicians orders/scripts, when appropriate according to process protocols, to verify patient’s name, date of birth and ensure order/script has been signed by clinician. Maintains an open line of communication with patients, leadership, and clinical units when delays occur or issues arise.

· Identifies, determines and directs all customers to the appropriate area of responsibility within PA/PFS and/or other departments. Assesses the lobby periodically to ensure all patients and/or visitors needs are being met. Answers telephones within three (3) rings, and responds to inquiries within a timely manner.

· Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) in a helpful and courteous manner while extending exemplary customer service. Anticipates and responds to inquiries and needs in an assertive, yet courteous manner. Assists all customers, guests, patients, and healthcare team with appropriate information requested. Maintains up to date and thorough knowledge of assigned Florida Hospital campus and phone numbers in order to provide guests and patients the most accurate information and directions possible.

· Manages a multitude of clerical duties and assigned projects, while sustaining department’s key initiatives in support of daily operational flow(s). Reviews patient account reports and monitors timely account classification related to insurance reimbursements. May release films to patient’s/physician’s offices utilizing proper sign out process. May print patient records for release internally and externally and fax paper records while adhering to HIPAA and established guidelines.

· Prepares to begin work by being at a workstation as scheduled by department leadership in order to offer continuous patient service and be available for all clinical partners’ registration needs. Maintains schedule flexibility and exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime. Provides continual coverage of assigned workstation at all times in order to assist customers promptly, arranging scheduled relief coverage during extended time away from workstation.

· Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information.

Qualifications

The expertise and experiences you’ll need to succeed :

KNOWLEDGE AND SKILLS REQUIRED :

· Knowledge and understanding of HIPAA privacy rules and adroit ability to use discretion when discussing patient related information that is confidential in nature

· Working knowledge of Microsoft programs and database programs

· Ability to operate general office machines, such as, computers, facsimiles, copiers, and scanners

· Ability to effectively learn and perform multiple tasks and organize work in a systematic and efficient fashion

· Ability to communicate professionally and effectively in English, both verbally and in writing

· Ability to be responsive to ever changing matrix of hospital needs and act accordingly

· Ability to follow complex instructions and procedures with close attention to detail

· Self-motivator and quick thinker

KNOWLEDGE AND SKILLS PREFERRED :

· Knowledge of computer programs, such as Cerner

· Basic knowledge of medical terminology

· Exposure to insurance benefits; ability to decipher insurance benefit information

· Bilingual in English and Spanish

EDUCATION AND EXPERIENCE REQUIRED :

· One (1) or more years of experience in customer service

EDUCATION AND EXPERIENCE PREFERRED :

· Associate’s degree in Health Services

LICENSURE, CERTIFICATION, OR REGISTRATION REQUIRED :

· N/A

LICENSURE, CERTIFICATION, OR REGISTRATION PREFERRED :

· Certified Healthcare Access associate from National Association of Healthcare Access Management

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: AdventHealth Winter Garden

Schedule: Full-time

Shift: 1 - Day

Req ID: 24022543

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.