What are the responsibilities and job description for the Access Associate Optional position at TriHealth?
Optional as needed for Bethesda North Hospital: requires 2 FT day weeks of paid training
Performs hospital-based registration in an on-site patient facing setting. Provides excellent customer service to our internal and external customers. Internally working with TH ancillary departments to coordinate care, communication, confidentiality (HIPAA), patient throughput with patients and medical staff to obtain timely and accurate information necessary to register patients. Collects patient demographics, insurance information accurately, verifies eligibility of insurance coverage and collects copays/deposits/deductibles. Utilizes standardized scripting to ensure compliance with legal and financial requirements. Educates patients on insurance benefits, out-of-pocket costs based on Epic generated estimates and connects patients with financial assistance resources as needed. Registration duties are performed while maintaining the integrity and patient safety of patient needs while following the processes of each specific department. Including maintaining waiting rooms, informing clinical teams of medical concerns, ability to identify/perform critical registration tasks (CARES, Stroke, WC, Protocols, ODACS, etc.) wayfinding, and assisting with transportation/visitor needs.
Job Requirements:
High School Degree or GED
Experience in fast paced customer driven environment Ability to operate multiple computer applications
Excellent verbal and written skills
Typing speed of 35 wpm
Medical terminology required within first year of employment if not already taken
1-2 years experience Customer Service
Job Responsibilities:
Ability to adapt to a dynamic work flow, appropriate volume registrations per hour and other identified departmental targets.
Meets departmental targets for accuracy and avoiding critical errors.
Follows scripting, anticipates customer needs, problem solving skills, consistent and positive interactions with patients and co-workers. Demonstrates Always Behaviors and AIDET The Promise.
Follows regulatory and departmental policies for collection of data, patient safety and point of service collections.
Other job-related information:
Flexibility to work in 24/7 departments, 1st, 2nd and 3rd shifts. Ability to work 12- hour shifts, weekends, rotation of on-call.
Working Conditions:
Bending - Consistently
Climbing - Rarely
Concentrating - Consistently
Continuous Learning - Consistently
Hearing: Conversation - Consistently
Hearing: Other Sounds - Consistently
Interpersonal Communication - Consistently
Kneeling - Consistently
Lifting <10 Lbs. - Consistently
Lifting 50 Lbs. - Rarely
Lifting <50 Lbs. - Rarely
Pulling - Consistently
Pushing - Consistently
Reaching – Consistently
Reading - Consistently
Sitting - Consistently
Standing - Consistently
Stooping - Consistently
Talking - Consistently
Thinking/Reasoning - Consistently
Use of Hands - Consistently
Color Vision - Consistently
Visual Acuity: Far - Occasionally
Visual Acuity: Near - Consistently
Walking – Consistently
TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:
Serve: ALWAYS…
- Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
- Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
- Refrain from using cell phones for personal reasons in public spaces or patient care areas
- Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
- Offer patients and guests priority when waiting (lines, elevators)
- Work on improving quality, safety, and service
- Respect cultural and spiritual differences and honor individual preferences.
- Respect everyone’s opinion and contribution, regardless of title/role.
- Speak positively about my team members and other departments in front of patients and guests.
- Value the time of others by striving to be on time, prepared and actively participating.
- Pick up trash, ensuring the physical environment is clean and safe.
- Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
- Acknowledge wins and frequently thank team members and others for contributions.
- Show courtesy and compassion with customers, team members and the community
