Posted Date
9/09/2024
Description
Req# 7967
York Hospital
York Hospital, York, ME
Care Access-York Hospital
Full Time, Day Shift, M-F 730a-4p rotating Holidays
At York Hospital, we are more than a hospital. We are a team of providers, clinicians and staff members offering expertise within a hospital setting, our community sites, and physician practices located throughout Southern Maine and the NH seacoast. Our caregivers' commitment is to make a positive difference in the lives of one another, our patients and our community by instilling our vision of Loving Kindness for All.
We are currently seeking a candidate to join our Care Access Team as a Care Access Patient Navigator.
The Care Access Patient Navigation role is the second stage of the care access career path. It is part of a multi-faceted team providing services to York Hospital and its affiliates on and off campus. Each team member is responsible to exercise the mission and vision of YH in providing safe patient and family centered care that is compassionate, timely, effective, efficient, and of the highest quality and patient experience. The role includes registration, main switchboard, and advanced call center responsibilities.
Essential Duties and Responsibilities (but not limited to):
Maintain courteous, inviting, professional demeanor at all times with patients, family members, caregivers, providers, and co-workers. Always maintain York Hospital’s code of Loving Kindness
Collaborate with other team members to ensure patients, family and other team members’ needs are met
Respect patient confidentiality guidelines without exception understanding a violation is grounds for disciplinary action
Professional appearance and demeanor at all times
Excellent written and verbal communication skills
Ability to work constructively in a team environment contributing actively to team goals
Exercise mature decision making and multi-tasking abilities and be able to work independently
To remain calm and personable in a fast paced and sometimes difficult setting
Support the timely flow of patient care by being a reliable, flexible, and dependable team member.
Schedule patients/families’ ancillary/support service needs (e.g. interpreter/social/nutrition services) per provider’s orders/referrals.
Demonstrate a willingness to learn and adapt to the dynamics of a constantly changing health care environment.
Competency in performing all duties and responsibilities as Care Access Patient Concierge (see job description)
Answer all calls with a courteous, inviting, professional demeanor at all times. (Call Center)
Understand the answering of specific calling queues as directed and work efficiently to reduce waiting times. (Call Center)
Collaborate with other team members to ensure patients, family and other team members needs are met
Supports inbound calling queues for more advanced scheduling areas such as Radiology, Cardiology, Interventional Radiology, and Central Scheduling as directed (Call Center)
Outbound calls to patients to schedule/re-schedule appointments in same queues (Call Center)
Ability to navigate through all applications needed to complete patient pre-registrations, registrations and appointments
Accommodate and coordinate patients and families’ need to schedule multiple appointments in a single interaction; seek help from team members as needed. (Call Center)
Competent in understanding hospital alarms and codes (Switchboard)
Admit patients into the Emergency Department, Walk-In facilities, outpatient lab and radiology services for scheduled and non-scheduled appointments
Verify insurance coverage
Clearly communicate any requirements for a scheduled procedure to a patient or family member (Call Center)
Create pre-registration and full registration accounts for all new and established patients, verify, collect, and update required information with a high degree of accuracy
To understand registration requirements associated with Worker’s Compensation or a Motor Vehicle Accident (MVA) to ensure accurate detailed billing which provides a better patient experience
Schedule clinically pre-determined lab panels/diagnostic tests that are prerequisites for the requested services (Call Center)
Schedule patients’/families’ ancillary/support service needs (e.g. interpreter/social/nutrition services) per providers’ orders/referrals
Support the timely flow of patient care by being a reliable, flexible, and dependable team member.
Demonstrate a willingness to learn and adapt to the dynamics of a constantly changing health care environment.
Other duties/responsibilities as deemed necessary, which may include schedule and/or location changes.
Qualifications/ Education/
EXPERIENCE:
High school diploma or GED, higher education preferred. One-year related experience in customer service and/or training in a health care practice setting preferred; or equivalent combination of education and experience. Knowledge of medical terminology, for Call Center & Switchboard, prior phone customer service or bookkeeping experience recommended.
YORK HOSPITAL IS AN EQUAL OPPORTUNITY EMPLOYER.