All the benefits and perks you need for you and your family:

• Career Development

• Whole Person Wellbeing Resources

• Benefits from Day One

• Paid Days Off from Day One

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-time

Shift: Days

Location:Advent Health – Rome GA

The role you’ll contribute:

Ensures patients are appropriately registered for all service lines. Performs eligibility verification, obtains pre-cert and/or authorizations, makes financial arrangements, requests and receives payments for services, performs cashiering functions, clears registration errors and edits pre-bill, and other duties as required. Maintains a close working relationship with clinical partners to ensure continual open communication between clinical, ancillary and patient access departments. Actively participates in extending exemplary service to both internal and external customers and accepts responsibility in maintaining relationships that are equally respectful to all. Provides PBX (switchboard) coverage and support as needed.

The value you’ll bring to the team:

Helps management with training and supervising Consumer Access Representative, Consumer Access Specialist, and Senior Consumer Access Specialist in daily activities

• Proactively seeks assistance to improve any responsibilities assigned to their role

• Accountable for maintaining a working relationship with clinical partners to ensure open communications between clinical, ancillary, and patient access departments, which enhances the patient experience

• Provides timely and continual coverage of assigned work area in order to offer prompt patient service and availability for all clinical partner registration needs. Arranges relief coverage during extended time away from assigned registration area.

• Meets and exceeds productivity standards determined by department leadership

• Meets attendance and punctuality requirements. Maintains schedule flexibility to meet department needs. Exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime

• If applicable to facility, provides coverage for PBX (Switchboard) as needed, which includes full shifts, breaks, and any scheduled/ unscheduled coverage requirements

• If applicable to facility, maintains knowledge of PBX (Switchboard), which includes answering phones, transferring calls or providing alternative direction to the caller, paging overhead codes, and communicating effectively with clinical areas to ensure code coverage. If applicable to facility, knowledge of alarm systems and protocols and expedites code phone response. Maintains knowledge of security protocol

• Actively attends department meetings and promotes positive dialogue within the team

• Contacts insurance companies by phone, fax, online portal, and other resources to obtain and verify insurance eligibility and benefits and determine extent of coverage within established timeframe before scheduled appointments and during or after care for unscheduled patients

• Verifies medical necessity in accordance with Centers for Medicare & Medicaid Services (CMS) standards and communicates relevant coverage/eligibility information to the patient. Alerts physician offices to issues with verifying insurance

• Creates accurate estimates to maximize up-front cash collections and adds collections documentation where required

• Calculates patients' co-pays, deductibles, and co-insurance. Provides patients with personalized estimates of their financial responsibility based on their insurance coverage or eligibility for government programs prior to service for both inpatient and outpatient services

• Advises patients of expected costs and collects payments or makes appropriate payment agreements in adherence to the AdventHealth TOS Collection Policy

• Attempts to collect patient cost-sharing amounts (e.g., co-pays, deductibles) and outstanding balances before service. Establishes payment plan arrangements for patients per established AdventHealth policy; clearly communicates due dates and amount of each installment. Collects payment plan installments, out-of-pocket costs, outstanding previous balances, and any other applicable amount from patients per policy. Informs patients of any convenient payment options (e.g., portal, mobile apps) and follows deferral procedure as required

• Connects patients with financial counseling or Medicaid eligibility vendor as appropriate

• Contacts patient to advise them of possible financial responsibility and connects them with a financial counselor if necessary

• Performs cashiering functions such as collections and cash reconciliation with accuracy in support of the pre-established legal and financial guidelines of AdventHealth when required

• Discusses financial arrangements for newborn(s), informs patient of the timeframe for enrolling a newborn in coverage,provides any documentation or guidance for the patient to enroll their child prior to or after the anticipated delivery date, and communicates appropriate information to registration staff as neededQuality Audits and Other Leadership Duties:

• Assists department supervisor with quality audits as needed

• Demonstrates leadership skills through mentoring staff and assisting with departmental training as needed

• Contributes to a positive work environment. Is open to change and is sensitive to department and organization needs

• Acts as a liaison to various departments as a knowledge leader

• Utilizes knowledge of and performs and educates team members on Guest Services functions to ensure the smooth operation of the Guest Services/Information department if applicable

• Works complex accounts and manages escalations from Consumer Access Representatives and Consumer Access Specialists

• Assists with Human Resource functions, including evaluation, scheduling, and productivity

• Communicates educational needs for improvement on performance, processes, and workflows to leadership via email, one-on-one, and/or team meetings

The expertise and experiences you’ll need to succeed:

Minimum qualifications:

• High School Graduate or Equivalent AND 1 year experience

Preferred qualifications:

• One year of relevant healthcare experience
• Prior collections experience
• One year of customer service experience
• Two years of direct Patient Access experience
• Associate's degree in Health Services or completed coursework related to Health Services
• Certified Healthcare Access Associate (CHAA)
• Certified Revenue Cycle Representative (CRCR)
• Understanding of HIPAA privacy rules and ability to use discretion when discussing patient related information that is confidential in nature as needed to perform duties.
• Intermediate medical terminology
• Bilingual – English/Spanish