Location: Odessa,FL, USA
Location:
** Guest Service Specialist Part Time at AdventHealth**
**Date Posted:** 2/17/2022 **Job Family**
Patient Experience **Job Description**
Description
**YOU ARE REQUIRED TO SUBMIT A RESUME WITH YOUR APPLICATION!**
**Guest Services Specialist-****AdventHealth Winter Garden**
**Location Address:** **2200 FOWLER GROVE BOULEVARD, Winter Garden, 34787**
**Top Reasons to work at AdventHealth -** **Winter Garden:**
* AdventHealth Winter Garden is a state-of-the-art emergency facility featuring board-certified physicians trained in the care of both adults and children
* The 97,415-square-foot, three-story facility opened in February 2016 across from Winter Garden Village at Fowler Groves
* It is AdventHealths ninth campus in Central Florida. Outpatient imaging, lab, and surgical services, as well as primary care and specialty physician offices, are all available at one convenient location
**Work Hours/Shift:** Part Time Days - 1 Shift Available - Friday 5:30am - 4:30pm and Saturday and Sunday 7am -5pm and 1 Shift Available Friday 9:30am - 8pm amd Saturday and Sunday 10am -8pm
**You Will Be Responsible For:**
Demonstrates, through behavior, Florida Hospitals core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.
* Monitors patient registration wait times and ensures patients are directed to patient access representatives within standards, as designated by department. Uses sign-in log appropriately for tracking purposes. During peak registration times, supports registration staff and ensures patients are processed through system protocols in a timely manner. Obtains required, missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Assists with scheduling, as needed.
* Registers patients for services and achieves accuracy while working patient accounts in regards to insurance identification and selection, along with required protocols associated with insurance selection, including authorization requirements, in addition to ensuring timely discharge is facilitated and reimbursement is maximized. Creates accurate good faith estimates in an effort to maximize upfront cash collections, in addition to, adding collection documentation where required, accordingly. Properly identifies patients, ensuring armband accuracy, and inputs demographics information, as well as, secures the required forms to ensure compliance and regulatory policies.
* Screens and directs faxes, document copies, and assists in obtaining patients prescriptions, if applicable. Reviews Physicians orders/scripts, when appropriate according to process protocols, to verify patients name, date of birth and ensure order/script has been signed by clinician. Maintains an open line of communication with patients, leadership, and clinical units when delays occur or issues arise.
* Identifies, determines and directs all customers to the appropriate area of responsibility within PA/PFS and/or other departments. Assesses the lobby periodically to ensure all patients and/or visitors needs are being met. Answers telephones within three (3) rings, and responds to inquiries within a timely manner.
* Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) in a helpful and courteous manner while extending exemplary customer service. Anticipates and responds to inquiries and needs in an assertive, yet courteous manner. Assists all customers, guests, patients, and healthcare team with appropriate information requested. Maintains up to date and thorough knowledge of assigned Florida Hospital campus and phone numbers in order to provide guests and patients the most accurate information and directions possible.
* Manages a multitude of clerical duties and assigned projects, while sustaining departments key initiatives in support of daily operational flow(s). Reviews patient account reports and monitors timely account classification related to insurance reimbursements. May release films to patients/physicians offices utilizing proper sign out process. May print patient records for release internally and externally and fax paper records while adhering to HIPAA and established guidelines.
* Prepares to begin work by being at a workstation as scheduled by department leadership in order to offer continuous patient service and be available for all clinical partners registration needs. Maintains schedule flexibility and exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime. Provides continual coverage of assigned workstation at all times in order to assist customers promptly, arranging scheduled relief coverage during extended time away from workstation.
* Adheres to HIPAA regulations by verifying pertinent information to determine Qualifications
**What You Will Need:**
**Required:**
* One (1) or more years of experience in customer service
**Preferred:**
Associates degree in Health Services
Certified Healthcare Access associate from National Association of Healthcare Access Management
**Job Summary:**
The Guest Services Specialist, under supervision, greets all customers, such as, patients, guests, families, staff, physicians, and vendors in a helpful and courteous manner while extending exemplary customer service. Answers telephones within three (3) rings and responds to inquiries in a timely manner. Uses all available patient data search tools to accurately locate or create patient visit information as outlined by department policy. Accountable for monitoring patient registration wait times and ensuring patients are directed to Patient Access representative within standards as designated by department. During peak registration times, supports registration staff ensuring patients are processed through system protocols timely, obtaining required missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Responsible for collecting patients financial responsibilities, i.e., co-payments, co-insurances, deductibles, etc. as required, placing clear and thorough financial assessments, authorizations/pre-certs, and/or benefit memos on patient accounts to ensure expeditious billing and to protect financial standing of Florida Hospital, when applicable. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.