Job Description

Performs Hospital-based Scheduling and Pre-Registration in a call center setting. Provides excellent customer service to our internal and external customers. Schedules outpatient testing/procedures according to physician ordered tests in accordance with departmental protocols. Collects patient demographics and insurance information accurately and verifies eligibility of insurance coverage. Ensures patients are prepared for visits including providing prep instructions and parking/arrival directions. 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. Utilizes secure financial protocols to obtain pre-service collections.

Job Requirements:

High School Diploma or GED (Required)

1 - 2 years Customer Service (Required)

Experience in fast paced, customer-focused environment; Ability to operate multiple computer applications

Excellent verbal and written skills

Typing speed of 35 w.p.m

Medical terminology required within first year of employment if not already taken

Job Responsibilities

Follows regulatory and departmental policies/protocols for collection of data, patient safety and pre-service collections.

Follows scripting including consistently using AIDET+P, anticipates customer needs, problem-solving, and exhibits consistently positive interactions with internal/external customers and peers.

Meets departmental targets for accuracy and avoiding critical errors

Meets departmental targets for handling inbound/outbound calls, Ready status, registrations per hour and Epic workqueue assignments.Working Conditions:

Concentrating - Consistently

Continuous Learning - Consistently

Hearing: Conversation - Consistently

Hearing: Other Sounds - Consistently

Interpersonal Communication - Consistently

Reading - Consistently

Sitting - Consistently

Standing - Occasionally

Talking - Consistently

Thinking/Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Frequently

Visual Acuity: Far - Occasionally

Visual Acuity: Near - Consistently

Walking - Occasionally

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

Excel: ALWAYS...

• 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: ALWAYS...

• 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: ALWAYS...

• 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.

Engage: ALWAYS...

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community