Summary:
Assists callers and/or patients in the following capacities: way-finding, appointment scheduling, pre-service registration, insurance verification, co-pay collection, physician referral, initial screening of patient sign/symptoms, class scheduling and any other questions or concerns. Mentors and assists in training Patient Access Liaison I (PALI) level employees. Assists PALI’s with de-escalation of calls. Provides a high level of customer service to present a positive impression of Summa Health.
Minimum Qualifications:
1. Formal Education Required:
a. Associates Degree or equivalent combination of education and/or experience.
2. Experience and Training Required:
a. Two (2) years working in customer service or general office support experience in any industry to include six (6) months experience working in patient access position which has provided knowledge of one or more of the following: patient registration, insurance verification/pre-certification, financial counseling, and patient accounts.
b. Cross trained or ability to work efficiently in 2 or more areas of access (e.g., appointment services, pre-registration, central scheduling, and sleep study) if position is within the clinical access center.
3. Other Skills, Competencies and Qualifications:
a) Knowledge of keyboard with high accuracy and Microsoft Office products (Excel, Word, Outlook).
b) Population Specific Competency: Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity.
c) Demonstrates communication, organizational and interpersonal skills.
d) Ability to work well within a team environment by offering and accepting honest and constructive feedback, supporting team goals, encouraging and mentoring fellow team members.
e) Ability to be highly motivated, work independently, make decisions, and work in a fast paced stressful environment.
f) Organizational Competencies: Appearance, Attitude, Courtesy, Concern, Communication, Teamwork, Safety.
g) Functional Competencies: Customer Service Orientation, Access Operations, Quality & Compliance Management, Physician & Patient Relations, Documentation & Reporting, Employee Engagement.
h) Uphold the standards of the organization and service excellence as a role model for peers.
i) Personal Attributes: Customer Focus, Adaptability and Flexibility, Ability to understand and follow directions, Communication, Professionalism, Enthusiasm, Positivity, Integrity/ethical standards, Results-oriented, Organizational skills with strong attention to detail.
j) Meet all criteria of Patient Access Liaison I.
4. Level of Physical Demands:
a. Ability to sit or stand for extended periods up to 12 hours depending on location
b. Work weekends, evenings, and holidays as assigned
c. Reliable Transportation required
d. Ability to adjust work hours to meet business demands as required

The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.