Patient Ambassador - Honickman Center (FT, Days)

About the role

Number of Positions In Requisition

1



Job Details

The Patient Ambassador is responsible for ensuring the prompt and courteous greeting of all patients, assisting patients with wayfinding, and ensuring their registration, check-in, and copay collection are complete. Performs navigator and registrar functions with an emphasis on creating an excellent patient experience. Responsible for managing patient flow on each floor and in the building lobby.

About the role

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Responsible for ensuring smooth and efficient patient flow of assigned floor and monitoring patient queues to create an excellent patient experience. Identifies opportunities for service recovery and coordinates resolution as needed. Ensures appropriate coverage at all times.
• Assists with the check-out process to ensure smooth transitions through the patient visit, including scheduling of appointments and follow-ups.
• Trains new and current staff on registrar functions. Adheres to departmental and JMG wide initiatives related to registration workflow changes (i.e., patient portal, referral module). Addresses any workflow issues and provides recommendations for improvement to the Floor Manager and SCP Building Administrator.
• Promptly and warmly greets all patients and visitors when they arrive on the floor and directs patients to waiting area.
• Performs patient check-in processes: Updates demographic and insurance information, obtains referrals and links to referral module, collects co-pays, schedules appointments, ensures required forms are completed and signed by patient.
• Performs electronic system functions related to the patient registration and arrival process including: full registration of patients; scanning of insurance cards and photo ID’s; complete electronic guarantor forms; and ensure JUP forms are electronically signed by patient (NPP & SOF).
• Assists with departmental billing efforts, this includes but is not limited to collecting outstanding balance as noted on the encounter form, informing patients of outstanding bills or debts, and informing patients of his/her responsibility for upcoming procedures. Organizes and prepares daily batch.
• Reviews schedules for appointment conflict and communicates the need for adjustments to divisional support staff as needed. Generates charts for add-on patients and communicates with back office when charts are needed.
• Communicates effectively with all stake holders. Keeps patients informed when a doctor is running greater than 30 minutes behind schedule. Communicates scheduling changes, i.e., cancellations and rescheduled appointments, to providers/staff in a timely manner so that updated information is available at all times. Keeps SCP Building Manager and Floor Manager informed of issues pertaining to the daily operations of the practice.

Minimum Qualifications

• High School Diploma/GED
• 3 years experience in a medical setting handling busy practice including typing, telephone contact, insurance and referrals, decision-making skills, interpersonal communication skills, organizational ability and data entry computer experience. Related patient service experience, preferably in a healthcare setting.
• Ability to act independently and make decisions regarding insurance, referral issues, and patient lateness in accordance with provider preferences and departmental policies.
• Working knowledge of medical terminology and basic arithmetic to make calculations, balance and reconcile figures, and make accurate changes.
• Skill and ability to organize information for quick retrieval.
• Skill and ability to provide exceptional customer service and perform service recovery.
• Ability to communicate with tact and diplomacy.
• Ability to establish and maintain effective working relationships with patients, employees, and the public
• Ability to work effectively with minimal supervision
• Ability to work under pressure with a positive attitude
• Ability to take the initiative in problem solving
• Ability to master Microsoft Office Suite, IDX, Jeff Chart and like systems

Additional Qualifications

• IDX certification preferred.

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.

Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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