Patient Access Rep, Senior, Universal Support, Kentwood, Flexible Virtual, Full Time, 8:30 a.m. to 5 p.m.

Spectrum Health   Kentwood, MI   Full-time
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Job Description

Job Summary

Assist and educate patients, providers, medical office staff, and/or Health system staff with accessing services, facilitating and resolving problems, understanding navigation questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, online chat, email, etc. Adheres to established procedure and quality guidelines in support of Patient Access Services Center performance indicators, as well as Corporate values and codes of excellence.

Essential Functions

  • Demonstrates high competency in responding to service inquiries from patients, providers within departmental guidelines. Professional and pleasant interactions are ongoing expectations.
  • Assist patients, providers, practice staff, regarding accessing service lines, facilitating scheduling & registration tasks along with support of other non-routine questions, via inbound and outbound calls, postal mailing, online chat, TEAMS, email, etc., as outlined by standard work.
  • Able to perform in all disciplines within the respective service line and remains up to date on standard work changes industry, industry standards, policy changes and operational improvements. Effectively manage to daily improvement and intermediate knowledge of the operations
  • Identifies potential trends or issues that impact patients and service lines and works with coworkers and leadership resources to suggest process improvements.
  • Consistently meets standards of the On-Track performance and averaging consistently high QA audit scores. Demonstrated ability to perform all duties of the associate and intermediate levels
  • Acts as an expert resource for team members through “in the moment” guidance (SME Line) and reinforcement of standard work guidelines and disciplines with new employees within the “at the elbow” presence (preceptor).
  • Maintains /updates knowledge of changes in standard work and guidelines and provides input.
  • Escalates transaction incidents to Lead/ Supervisor/Manager for resolution. Fluently communicates with all levels of leadership, manage up and lead laterally

Qualifications
  • Required High School Diploma or equivalent
  • Preferred Associate's Degree
  • 5 years of relevant experience In related field. Required
  • 2 years of relevant experience Experience in customer-facing service on phone or face-to-face, focus on positive customer outcomes; customer service and/or managed health care Preferred
  • 1 year of relevant experience Revenue Cycle Required

    Primary Location

    SITE - Kentwood Medical Office Building - 4600 Breton Rd - Kentwood

    Department Name

    COVID-19 Contact Center

    Employment Type

    Full time

    Shift

    Day (United States of America)

    Weekly Scheduled Hours

    40

    Hours of Work

    830 am-500 pm

    Days Worked

    Monday-Friday

    Weekend Frequency

    Variable weekends

    Spectrum Health requires all team members to receive the COVID-19 vaccinations subject to certain exclusions based on the team member’s job category. Spectrum Health is committed to granting reasonable accommodations in accordance with applicable laws.

    Accommodation Notice: If you are a qualified individual with a disability, you may request a reasonable accommodation in Spectrum Health's application process. Contact us at 616-486-SHHR (7447).

    Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected

    category. See more here.

    This job is no longer available.

    Spectrum Health

    Kentwood, MI