PRIMARY FUNCTION:
Handle multi-channel interactions in a centralized contact center environment from patients, families and physicians to schedule, register and financially clear patient appointments. Meet every transaction with the utmost service and resolve; providing a patient experience that supports our commitment to efficient and effective connections to care. Interact with a diverse patient base to ascertain the reason for the call and assist the caller with their questions, concerns or problems with a focus on first call resolution. Demonstrate commitment to service and follow-through. Follow departmental protocols to ensure patient safety and accurate data entry.
ESSENTIAL FUNCTIONS:
Schedule patient appointments and register patient across the Jefferson Health System for primary and specialty care visits and/or at least four outpatient service lines in accordance with established clinical and insurance requirements to improve access and care coordination.
Utilize Electronic Medical Record (EMR) to complete scheduling and registration, confirm appointments, verify demographic information, run medical necessity, answer inquiries and resolve user issues in accordance with established protocols to ensure patient safety, compliance and departmental policies and procedures.
Coordinate referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assure regulatory and compliance requirements following local payor coverage determinations.
Access contact center software to answer, coordinate, track, and monitor interactions across multiple channels of communication.
Maintain qualitative and quantitative individual and team performance targets.
Interact with co-workers, visitors, and other staff consistent with the values of Jefferson.

OTHER FUNCTIONS AND COMPETENCIES:
A team player who takes the initiative to deliver an exceptional patient experience to improve
patient satisfaction and increase revenue.
Track record of over-achieving quota
Strong phone and verbal communication skills along with active listening
Identify patientrsquo;s liability, run estimates and the collection of this out of pocket expense,
including collect co-payments, deposits and past due balances.
Familiarity with EMR systems and practices
Customer focus, adaptability to different personality types amd the ability to demonstrate
empathy
Ability to multi-task, set priorities and manage time effectively
Rregistrar patients and verify all demographic and insurance information using all patient
identifiers.
Transcribe radiology orders
Run medical necessity
Obtain signatures for outpatient and admission
Run estimates and collect copays
Check in outpatients / surgical patients
Strong verbal and written communication skills including good voice quality, good diction and
articulation
Ability to work independently, solve typical problems, know when to escalate and select
solutions for established operations
Maintain 65-75 calls a day
Maintain 90% adherence rate
Minimize hold time

EDUCATIONAL/TRAINING REQUIREMENTS:
High school degree or GED. Associate degree preferred.
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CERTIFICATES, LICENSES, AND REGISTRATION:
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EXPERIENCE REQUIREMENTS:
Previous customer service experience, preferable in a health care setting.
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ADDITIONAL INFORMATION:
Proficient in the use of computers. Type 35 wpm. Knowledge of medical terminology and medical terminology used by insurance and managed care health plans. Bilingual skills a plus.
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Covid Vaccination is a requirement for employment at Jefferson for employees working at Jeffersonrsquo;s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnetreg;-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jeffersonrsquo;s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold amp; Think Differently and Do the Right Thing

As an employer, Jeffersonmaintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.