GUEST EXPERIENCE EDUCATOR- FULL TIME

Description

Summary/Objective

Enhances the guest experience by warmly welcoming individuals at registration desk. Possess excellent customer service and communication skills. Provides general directions to and within our facilities. Accurately verifies all patient information. Demonstrates mastery in all Patient Access duties to facilitate appointment scheduling within multiple medical specialties. Performs special projects and facilitates staffing needs to provide reception coverage. Displays a positive and professional image at all times to elicit a favorable lasting impression.

 Essential Functions

 

General:

· Maintain open communication with Supervisory Staff, Clinical Services and Providers; acting as a liaison to provide high level of patient satisfaction and customer service.

· Promotes high morale, acting as a role model to include: positive direction; research errors and complaints; and provide feedback and documented outcome to supervisory staff. Functions independently in absence of supervisor.

· Makes recommendations to Supervisory Staff for improvement and/or streamline of processes.

· Provide training to new-hire staff; assist in performing competency evaluations; continually observe skill levels to ensure adequate cross training and implement shared work assignments, adjusting as necessary based on work volume.

· Observe patient volumes at desks to ensure minimal wait times.

· Attend meetings and training sessions to stay current with protocols and processes as they pertain to job and department needs as directed by Patient Access Supervisory Staff.

Checking-in, Scheduling, and Cancelling Appointments/Billing and Payment Collections:

· Must follow HIPPA privacy policy guidelines.

· Follow standard department operating procedures and PFS flags when checking-in, scheduling and cancelling appointments.

· First time patient seen at Watson Clinic provide a privacy notice, required registration forms and obtain signature. Register in Epic to include mastering insurance.

· Verify patient’s demographic information to include address and phone number; update emergency contact information (i.e., guarantor, addresses, seasonal patients, parent(s) if patient is a minor, etc.) avoid creating duplicate patients.

· Obtain and verify current insurance information when scheduling and checking-in patient for appointment. Utilize current Insurance Grid to confirm we are contracted with patient’s insurance carrier. If insurance has changed, signature should be obtained.

· View/Run current eligibility to confirm “Active” status. View benefits to obtain co-pay amount. 

· If insurance is an HMO or requires an authorization (sometimes referred to as a “referral”) – confirm this is in place when applicable. If authorization is required but visit has not been approved – contact Managed Care Representative (MCR) prior to checking-in patient. 

· Collects appropriate pre-pay/co-pay. Enter payment source accurately into Epic. If requested, receipts issued. 

· To ensure appropriate payment source is accurate for (i.e., Liability, work comp, agency grants, employer, VA and legal), guarantor information must be verified/updated. 

· Scan Photo ID and Insurance Card into Epic.

· Have patient sign Self Payment Estimate Acknowledgement form when applicable.

· Provide questionnaire to patient when appropriate pursuant to protocol guidelines. 

· Keep petty cash bag locked throughout the day.

· Close cash drawer accurately prior to leaving for the day, deposit in designated area.

· View provider schedules throughout the day to see if any patient hasn’t been arrived 15 mins prior to their scheduled appointment time. Page lobby to see if patient is present. 

· Works appointment request and pre-reg work queues.

· Completes reschedule/bump lists in a timely manner.

· Assist patients with hearing or language barriers. Able to use Video Relay Interpretation (VRI) equipment. 

Additional Educator Duties:

· Possesses skills to be able to cover at all reception desks.

· Rotates monthly weekend coverage with other department supervisors.

· Observe appointment desk and monitor wait times; assist with staffing/provide coverage to site GEN staff.

· Facilitate special projects and implementation of new processes.

· Provide input to patient access supervisor on appraisals for GEN staff.

· Provides coverage when patient access supervisor is out.

· Facilitate special projects and implementation of new processes.

· Conducts Inter-departmental New Hire Orientation to GEN staff to include: training on departmental forms, review of interdepartmental policies, obtain emergency contact information, and provide training in a classroom or one-on- one setting.

· Prepares GEN training material to outline step-by-step instructions that enable the GEN staff to perform their duties; ensures training is consistent and all policies and procedures are provided.

· Performs new hire GEN competency evaluations in a timely manner (typically at 30-, 60- and/or 90-days during probationary period); identifies educational needs of GEN staff and provides additional training when needed; notifies supervisory staff of deficiencies and concerns prior to the GEN passing their 90-day probation.

· Document on staff grids to annotate training steps, counseling of errors, good deeds, etc.

· Accepts and adapts to additional responsibility and/or rotating job assignments as needed.

· Is responsible for distributing meeting agendas and taking/distributing minutes.

Hearing Interpretation:

· Acts as liaison between the provider and Clinic to the outsourced hearing interpretation vendor(s).

· Requests for hearing interpreters are scheduled in accordance with the Hearing Interpreter Protocol.

· Guest appointments are placed on a schedule to indicate whether a live interpreter or the Video Relay Interpretation (VRI) equipment is needed.

· Reviews the schedule daily and ensures that the VRI equipment is available.

· Reviews live interpreter and VRI invoices for accuracy; once invoice is confirmed, submits to Director for payment.

Miscellaneous Duties:

· Monitors lobby throughout the day to ensure patients are not waiting excessive amounts of time. Notifies patients of wait times when providers run behind. Ensures lobby is neat and clean throughout the day as well as remove any items with inappropriate content. 

· Handles phone calls, faxes, voice mail messages, and emails in a professional and timely manner. 

· Utilizes Secure Chat to communicate with providers’ offices.

· Facilitates interactions between pharmaceutical reps with providers’ offices.

Supervisory Responsibility

N/A

Work Environment & Physical Demands

Physical Surroundings: 

· Must be able to work in a team environment. 

· Works in an office and/or lobby where patients/customers approach desk and may have several phones ringing.

· Must be aware of patients/customers throughout area and/or building. 

· Must be able to multi-task and to adjust work pace to meet patient volume demands in a fast-paced environment demonstrating tact, courtesy, and discretion at all times.

Light Work/Lifting/Reaching/Manual Dexterity:

· Able to sit for extended periods of time.

· Able to get up and down from chair with ability to walk to equipment, lobby, and occasionally offices. 

· Routinely exerts a negligible amount of force to move objects; occasionally exerts up to 10 pounds. 

· Able to lift, carry, push, pull, or stretch to retrieve and/or handle documentation or objects. 

· Able to lift documentation or objects from a lower-to-higher position or moving objects horizontally from position-to-position. 

· Able to extend hand(s) and arm(s) in any direction.

· Able to use computer keyboard and mouse.

· Able to perform continuous fine hand manipulation/motion.

Talking/Hearing/Visual Activity:

· Must be able to communicate or exchange instructions or information by means of spoken word accurately and discreetly. 

· Able to perceive sounds at normal speaking levels with or without correction.

· Able to receive detailed information through oral communication, and to make the discriminations in sound. 

· Must be aware of multiple phone lines ringing and answer phones accordingly (within three rings as per Clinic Policy). Retrieve voicemail messages and respond accordingly.

· Required to have close visual acuity to perform activities such as: viewing a computer terminal, reading, and/or utilizing phone system. 

Travel

· Must have reliable transportation to travel to sites as needed for training, conferences or meetings.

Requirements

Required Education and Experience 

· All related education and experience must be within the last two (2) years.

· High School graduate or GED equivalent.

· Advanced understanding of medical, insurance, scheduling, customer service, billing/ payment processing and legal terminology.

· Experience as a trainer or similar lead position in a related field such as customer service, medical appointment scheduling, billing/payment processing or other similar experience.

· Proficient in Epic appointment scheduling system.

Preferred Education and Experience 

· Prefer 2-year degree or higher level of education in business-related field.

· Prefer advanced understanding of medical, insurance, scheduling, customer service, billing/ payment processing and legal terminology

· Prefer 2+ years’ experience as a trainer or similar lead position in a related field such as customer service, medical appointment scheduling, billing/payment processing or other similar experience.

Additional Eligibility Qualifications

· Must meet department standards for general abilities and typing tests; must have accurate keyboard skills to include proper grammar and accurate spelling skills.

· Must have knowledge of Windows-based computer applications.

· Must be detail oriented and able to access data from varied recourses and programs. 

· Must be able to multi-task and adjust work pace to meet work volume demands in a fast-paced environment demonstrating tact, courtesy and discretion at all times.

· Must possess professional manner and appearance.

· Must display a positive demeanor and be a role model for dependability, responsibility and professionalism at all times.

Must uphold all aspects of Clinic Standards of Conduct. Holds self to the highest standard of individual ethical and legal business practices and takes appropriate steps to identify, report and prevent illegal or unethical activity in the workplace.