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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.
• In accordance with standard work, consistently create an exceptional experience with each contact, via inbound and outbound calls, postal mailing, online chat, TEAMS, email, etc.
• 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.
• Consistently meets standards of the On-Track performance and demonstrated ability to perform all duties of the associate level
• Effectively tracks and/or documents all service interactions with customers within appropriate systems according to guidelines.
• Identifies potential trends or issues that impact patients and service lines and works with coworkers and leadership resources to suggest process improvements.
• Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes. Demonstrated ability to influence, support and improve upon processes

Qualifications

• Required High School Diploma or equivalent
• Preferred Associate's Degree

• 2 years of relevant experience In related field. Required
• 1 year of relevant experience Experience in customer-facing service on phone or face to face; customer service, high volume call center, medical billing, insurance environment relevant to benefits, provider contracting, claims processing, and/or managed health care. Preferred
• 1 year of relevant experience Revenue Cycle Preferred

Primary Location

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

Department Name

Patient Access Service Center - Radiology

Employment Type

Full time

Shift

Variable (United States of America)

Weekly Scheduled Hours

40

Hours of Work

9:30 a.m. to 6:00 p.m.

Days Worked

variable Monday to 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.