AAC I - Central Check-In - South Shore Health

Job Description Summary

Under the guidance and direction of the Ambulatory Access Manager, the Ambulatory Access Coordinator I (AAC I)- Central Check-in staff are the initial point of contact for patients entering the Health System for care. This role requires exceptional customer service skills, the ability to maintain the highest level for professionalism with each interaction, and ability to support those with diverse cultural needs. This role supports multiple technical tasks needed to ensure patients are appropriately identified, registered, and scheduled for their care needs.

Job Description

ESSENTIAL FUNCTIONS

CUSTOMER SERVICE
1.    Greets and acknowledges all patients and visitors, both in office and on telephone, with professionalism and directs to appropriate services.
2.    Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation and express interest 
3.    Proactively greets customers by name and with individualized interest
4.    Follows through on messages to be sure to keep entire team informed of issues as needed
5.    Independently initiates and follows through with service recovery process while keeping all team members informed as needed
6.    Monitors patient flow and attendance throughout the day keeping patients informed of delays as needed
7.    Acknowledges customer arrival at the desk promptly and courteously
8.    Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards
9.    Answers telephones by the third ring, using department accepted greeting and in professional tone in accordance with the hospital’s telephone etiquette standards
Able to function with ease in all areas of Ambulatory Access Department. 
10.    Meets department standard of 98% accuracy rate when identifying, scheduling, and
registering patients.
11.    Monitors and manages workflow as directed in the health system's EHR.
12.    Displays an understanding/sensitivity to each patient’s unique cultural needs. Demonstrates independence, proficiency, and accuracy with all scheduling and registration processes ensuring all regulatory and compliance requirements are maintained.

CO-PAYMENT COLLECTION
1.    Adheres to department standards for timely collection of co-payment, completing all documentation and delivery according to department standard. 
2.    Actively pursues co-payment at time of visit through use of scripting as established by department standard.
3.    Able to collect 95% of eligible copayments.

DAILY ASSIGNMENTS AND LONG TERM PROJECTS
1.    Works independently to complete daily assignments by the end of the shift and long term assignments by deadline established
2.    Able to efficiently manage work schedule to accomplish assignments and activities before deadline
3.    Works independently with infrequent need for supervision
4.    Informs supervisor when not able to meet deadline
5.    Embraces technological solutions to work processes and practices.  
6.    Able to function using department computer programs, including Internal/External websites. 
7.    Able to function and have a complete understanding of computer downtime process.
8.    Able to review, analyze, and act upon insurance eligibility system responses.
9.    Manage own API (timecard) system. 
10.    Accepts changing environment as technology advances, willing to learn new techniques and equipment
11.    Receptive to changes in department work processes and practices
Seeks appropriate guidance for new techniques
Offers suggestions for change to improve department
Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.
12.    Embraces technological advances that allow us to communicate information effectively and efficiently based on role - for example, EPIC and TIGER

PATIENT INTERACTION
1.    Staff will work to enhance the patient experience in every interaction.
2.    Demonstrates professional courtesy in all interactions with patients, family and     coworkers.
3.    Answers all questions in a polite, professional manner or finds someone who can answer the question.
4.    Able to handle difficult patients or situations in a calm, professional manner.
5.    Able to report issues/concerns using the chain of command.

DEPARTMENT WORKFLOW AND OPERATIONS
1.    Staff will work to together to facilitate a smooth department workflow:
2.    Prints, reviews and inquires about all department specific reports as needed
3.    Completes hand off communication with each shift change or time away from the front office
4.    Able to complete weekly/monthly assignments according to schedule
   
DAILY OFFICE FUNCTIONS
1.    Staff is able to independently manage daily office functions:
2.    Able to perform multiple work tasks efficiently and effectively 
3.    Able to maintain a high level of concentration at all times
4.    Able to be able to identify within themselves when they may need time away from the front desk and to find the appropriate coverage
5.    Participate in professional and appropriate conversations while at the front desk or while in the area of patients/family members 
6.    Able to work under pressure and to maintain composure during stressful situations
7.    Able to provide a high level of service for all interactions at the front desk
8.    Able to complete tasks according to assigned deadlines
9.    Utilizes critical thinking and problem solving in day to day operations as well as in emergent situations.
10.    Communicates appropriately and effectively following chain of command.
11.    Demonstrates dependability and flexibility in meeting scheduling needs of the department.
12.    Fosters a “Culture of Safety” through personal ownership and commitment to a safe environment.
13.    Adheres to patient identification policies/procedures. Understands individual roles/responsibilities during hospital/ambulatory site codes (e.g. Code Disaster, Code Red).
14.    Adheres to universal precautions.
15.    Scheduling and registration role.
16.    Effectively manages scheduling requests. Ensuring patients are properly identified in the health systems EHR and scheduled to appropriate appointment type.
17.    Able to accurately and independently schedule required appointment types
18.    Works independently to complete daily assignments
19.    Completes with 98% accuracy all required registration items included but not limited to, all demographic requirements, patient identification practices, scanning and photographing of required patient information, interpreting and leveraging insurance eligibility systems to ensure appropriate insurance coverage for patient care, leverage financial counseling teams as needed
20.    Able to accurately check patients in for elective, emergent, and urgent care

JOB REQUIREMENTS

Minimum Education - Preferred

High school diploma preferred, two (2) years of college preferred.

Minimum Work Experience

Minimum one (1) year admitting experience to become proficient.

Required additional Knowledge, and Abilities

Computer experience required. 
Strong telephone and interpersonal communication skills.
Demonstrated skills in customer service.
Knowledge of medical insurance.
Able to demonstrate problem solving and critical thinking skills.