Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: ACCESS SVCS REP II/Flow Coordinator/M-F 7am-3:30 pm Every 5th Sat 8:15 am-12:30 pm

Job Number: 93521

Location: Cincinnati, OH

Date Posted: 7-19-2017

SUPERVISOR'S TITLE: Director, Manager, Supervisor



PURPOSE OF POSITION: CCHMC Registration Services provides the highest level of customer service to our patients and families as we register their visit, collect accurate information for our systems, and seek payment for our services. We are engaged, empowered, and knowledgeable professionals making a positive impact on the patients and families we serve and the divisions that we serve. Assist in the development and presentation of department training.

·Quality and Compliance
Participate in activities related to organizational, regulatory, and governmental compliance.
·Relationship Management
Answers questions, applying knowledge of the assigned function and of CCHMC's policies and procedures to resolve customer and coworker requests, questions, or problems. Determine cause of problems; talks with customers to research problems and find a solution. Collaborates with divisional personnel to identify system and process issues. Acts as a resource within the department. Represent the department supervisor in his/her absence. Provide input to developing policies and procedures.
·Division Specific
Perform non-routine service functions on a regular basis such as systems, projects, reports. Maintain and/or troubleshoot systems. Recommend modifications as necessary. Perform research and analysis.
·Training and Development
Assist in the training of new employees. Serve as a resource and/or mentor to coworkers, management, other departments and community contacts. Provide instruction for and perform non-routine functions on a regular basis. May give work direction to others. Assist in the development and presentation of department training.
·Document Authentication
Registration staff are authorized to obtain and authenticate documents requiring signatures from patients and families that are entered into the medical record electronically and/or via scan. The credentials of the registration staff are required to ensure the integrity of the authentication and protect security all of record entries.
Investigates and resolves customer requests, petitions or problems. Receives telephone calls from customers inquiring about services or having problems. Talks to the customer to learn questions and sources of problems. Contacts outside representatives to request information or assistance in resolving problems
·Financial Assistance
Provide families with hospital Financial Assistance Programs, self-pay discount information, and applications for assistance.
Attend standing meetings. Answer incoming registration line and properly re-direct when complete. Call and pre-register patients via appointment scheduling reports and work queues associated with incomplete registrations or errors. Create Medical Record numbers and enter registration information following established guidelines. Collect demographic and billing information in a courteous and professional manner. Explain parking rules and validate parking as appropriate. Direct patient to scheduled clinic appointment after completing the registration process. Staff at all registration points of access require knowledge of unique workflows at each Registration location. Promote and assist patients in kiosk utilization. Serve as a coach to new Registration staff, as assigned. Act as a first line contact to answer questions from Clinical and Operational staff and leaders. Identify, document and provide feedback to management on issues that impact departmental workflow. Identify and help implement changes to the registration process, as directed. SuperUser for EPIC. Identify potential issues and resolve.
·Patient Family Experience
Treat patients and co-workers with respect, integrity and compassion. Develop clear, caring, connections by smiling and making eye contact when greeting all customers. Communicate in a manner consistent with positive patient relations and prompt and accurate reimbursement. Provide helpful assistance in anticipating and responding to the needs of all customers. Utilize resources provided in the Empowerment Kit to support families at the point of service for unanticipated waits and service recovery opportunities.
·Cash Handling
Ability to reconcile the day end cash bags for an entire registration point of access, and identify inconsistencies/problems. Insurance Knowledge (coverage, benefits, and collections): Knowledgeable of price estimation requirements: coverage, allowable charges, and patient benefits in order to provide patient estimates at the time of service. This includes deductible, coinsurance, copay, and out-of-pocket maximum information. Develop and maintain knowledge of insurance plans and account statuses. Ensure that the patient's coverage reflects the correct filing order. Create Guarantor accounts and ensure the appropriate account is selected for the patient's visit.
·Support CCHMC Initiatives
Enroll patients/families in Biorepository research program. Enroll patients/families with a MyChart activation code.

Skills & Competencies
·Data Entry
Computer literacy sufficient to perform data entry and typing
Effective verbal, written, telephone and interpersonal communication skills
·Attention to Detail
Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines
Capable of relating to diverse age and demographic backgrounds.
·Computer literacy
Demonstrated proficiency in computer and word processing, spreadsheets, and database management
Demonstrates expertise in more complex problem solving.
·Professional Knowledge
Knowledge of diagnosis codes and medical terminology. Knowledge of billing. Knowledge of insurance coverage and patient benefits. Comfortability with articulating and collecting patient liability payments. Experience in cash handling and reconciliation procedures. Knowledge of standard office equipment and medical terminology helpful.
Ability to function in a fast-paced work environment with multiple responsibilities.

·High School Graduate OR equivalent
·5 years related experience in healthcare
·Certified Healthcare Access Associate within one year of hire


Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here