The Admission Services Representative serves as the first on-site point of contact for patients at National Jewish Health. This position is responsible for coordinating and performing all of the administrative support tasks necessary for patient access, including: registering patients, providing outstanding customer service, updating PatientTrak and maintaining regulatory compliance.
1. Provide excellent customer service to patients, physicians, co-workers and clinical staff including: greeting patients, answering questions, and providing direction and instructions as necessary.
2. Opens accounts in Registration and assures that patient appointments and activities occur on the correct account.
3. Responsible for facilitating all areas of Admissions, including Opening procedures, Patient Flow Coordination with IPad, Closing procedures and downloading PatientTrak daily for the facility.
4. Updates and maintains accurate PatientTrak with required information.
5. Accurately completes the patient registration process. Verifies insurance coverage is current and authorizations and referrals are in place.
6. Assures that workflow processes are followed according to policy and Joint Commission requirements.
7. Collects co-payments/deductibles and posts payments to the Registration system. Reconciles cash bag and prepares necessary paperwork. Explains patient’s financial responsibility and refers to financial counseling if necessary.
8. Prints labels and facesheets and provides appropriate paperwork to patient for appointments.
9. Scans documentation, insurance cards and photo IDs into EMR.
10. Confirms patient appointments. Answers phones and directs patient calls to appropriate departments. Prints patient schedules from Scheduling system as needed.
11. Maintains appropriate level of knowledge regarding NJH clinical operations, insurance procedures, and clinical terminology. Maintains appropriate level of expertise in Registration Systems, virtual merchant and patient trak.
12. Effectively administers policies and procedures for late patients and patients with no appointments.
13. Performs all other duties as assigned.
1. Performs, as directed, safety compliance and uses Personal Protective Equipment (PPE), as needed.
2. Participates in Quality Assessment (QA) and Quality Improvement (QI) programs, as directed.
3. Ensures compliance with The Joint Commission and all other Federal, State and Regulatory Agencies.
4. Responds promptly and sincerely to customer’s needs, requests and concerns via all communication forms using easily understood language and refraining from using inappropriate language and non-verbal gestures.
5. Maintains positive working relationships as a team player through problem solving issues, speaking positively about others, listening attentively and observing the Patient Bill of Rights and Confidentiality.
6. Increases customer service knowledge, skill and ability by participating in department and institution-wide specific programs.
7. Incorporates National Jewish’s identity (Science Transforming Life®) into daily functions. Speaks positively about the institution, provides customers with prompt service, maintains a clean and safe working environment, dresses appropriately based upon National Jewish safety standards, and departmental policies and wears an ID badge visibly.
Knowledge and Skills
Strong computer skills, solid oral and written communication skills, including handling difficult customers, demonstrated problem solving skills and analytical abilities, ability to multi-task and work in an environment with frequent interruptions is required. Excellent people skills and fluency in Spanish preferred. Able to perform basic Math and balance cash and Credit Card receipts daily.
High school graduate or equivalent preferred. Bachelor’s Degree preferred.
Certification and Licensure
One (1) year of recent and related experience in a healthcare setting, insurance company, or customer service, required.
- or - Any equivalent combination of Education and/or Experience
Position is in an office environment. Frequent requirements may include: sitting for extended periods, entering and manipulating data on a workstation computer and participating in team/executive meetings. Approximately 75% of daily responsibilities will be working both one-on-one and in teams with other personnel and extended one-on-one contact in a busy environment where hearing and listening is paramount. Must possess the ability to communicate by observation, verbal, written and listening; standing; walking; climbing stairs; stooping to remove/replace files; good hand-eye coordination; lifting, pulling, pushing, and upper body twisting while handling supplies and equipment; sitting while completing paperwork; using keyboard for PC and word processing needs. Occasional requirements may include: stand, walk, use hands to manipulate, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, and lift/move up to 25 pounds. Incumbent may be scheduled to work an alternate schedule to accommodate essential business needs; routine travel by foot or automobile to alternate work/meeting locations may be required, possibly during inclement weather.
No environmental conditions indicated. Professional office environment with time of each day spent in interaction with management/staff, in addition to planning and working autonomously. Requires teamwork and the ability to handle multiple interruptions; frequently fast-paced; high-pressure; occasionally variable-paced; variable pressure. Personal Protective Equipment (PPE) will be provided to each employee when needed as determined by policy. Utilization of PPE is mandatory. Estimated 1700 employees in the worksite.