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 I/PT/Evening Shift

Job Number: 94056

Location: Cincinnati, OH

Date Posted: 8-10-2017



SUPERVISOR'S TITLE: Director, Manager, Supervisor

TITLES SUPERVISED: 0

TOTAL NUMBER OF FTEs DIRECTLY OR INDIRECTLY SUPERVISED: 0

PURPOSE OF POSITION: To provide customer service and support for all aspects of admitting and/or registration functions for an assigned department(s)/division(s).

Responsibilities
·Registration
Provides assistance to and service to patients, families, staff, external agencies in the completion of patient registration, admission, and scheduling. Ensures that the necessary data, information, and forms are obtained and entered into the appropriate system accurately and timely.
·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.
·Quality and Compliance
Participate in activities related to organizational, regulatory, and governmental compliance.
·Insurance Knowledge
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.
·Problem-Solving
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
·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.
·Financial Assistance
Provide families with hospital Financial Assistance Programs, self-pay discount information, and applications for assistance.
·Support CCHMC Initiatives
Enroll patients/families in Biorepository research program. Enroll patients/families with a MyChart activation code.
·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.

Skills & Competencies
·Data Entry
Computer literacy sufficient to perform data entry and typing
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Computer Proficiency
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Communication
Excellent verbal, written and/or interpersonal communication skills
·Problem Solving
Advanced problem solving skills.
·Attention to Detail
Demonstrate attention to detail, teamwork skills and ability to prioritize and meet deadlines
·Preferred
Knowledge of diagnosis codes and billing functions may be preferred for some positions. Working knowledge of standard office equipment and medical terminology helpful.
·Environment
Ability to function in a fast-paced work environment with multiple responsibilities.

Required:
·High School Graduate OR equivalent
·One year of customer service experience
·CPR certification within one year of hire

Preferred:

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