FT day 930a-6p Norwood: 

Performs 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 Degree or GED
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.
1-2 years experience Customer Service 

Job Responsibilities:
 

Meets departmental targets for handling inbound/outbound calls, Ready status, registrations per hour and Epic work queue assignments.
Meets departmental targets for accuracy and avoiding critical errors
Follows scripting including consistently using AIDET+P, anticipates customer needs, problem-solving, and exhibits consistently positive interactions with internal/external customers and peers.
Follows regulatory and departmental policies/protocols for collection of data, patient safety and pre-service collections.

Other job-related information:

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