**Join arenaflex's Quest for Better Healthcare**
At arenaflex, we're committed to delivering exceptional patient care and experiences that set us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our mission to cultivate a positive workplace, where every patient interaction makes a difference. Our patient-first approach is built on a foundation of compassion, empathy, and a deep understanding of the importance of exceptional customer service.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative, patient-centered care. Our team of dedicated professionals is passionate about delivering exceptional experiences that exceed our patients' expectations. With a strong commitment to our values, we strive to create a workplace culture that is inclusive, supportive, and empowering.
**Job Summary**
We're seeking an experienced Patient Access Specialist to join our team, providing exceptional customer service to patients and families. As a Patient Access Specialist, you'll be the first point of contact for patients, setting the tone for their experience with arenaflex. You'll be responsible for scheduling appointments, verifying insurance information, and ensuring that patients have a positive and seamless experience.
**Responsibilities**
* Consistently practices Patients First philosophy and adheres to high standards of customer service, setting an example to peers and coworkers.
* Responds to questions and concerns, providing timely and effective solutions.
* Maintains patient confidentiality per HIPAA regulations, ensuring the security and integrity of patient information.
* Provides exceptional customer service to patients, establishing a positive first impression of arenaflex.
* Exceeds all consumer requests, alerting management of issues or concerns that require escalation.
* Correctly identifies and collects patient demographic information in accordance with organization standards.
* Interacts with various hospital departments and physicians' offices to effectively schedule and direct patients through the arenaflex systems in a patient/customer-friendly manner.
* Reaches out to patients to schedule an appointment as defined.
* Performs medical necessity checks as necessary for scheduled services, communicates options to patients if appointment fails.
* Informs patients of any issues with securing the financial account for their encounter.
* Completes out-of-pocket estimations as requested by patients.
* Provides training and education as needed.
* Manages work schedule efficiently, completing tasks and assignments on time.
* Completes other duties assigned by manager.
* Cross-trains between various departments to ensure coverage.
* Participates in Quality Assurance reviews to ensure integrity of patient data information.
* Uses effective service recovery skills to solve problems or service breakdowns when they occur.
* Utilizes department and hospital policies and procedures to complete assigned tasks.
* Adheres to all department policies and compliance requirements.
* Avoids putting patients in financial or safety risk.
**Communication and Collaboration**
* Communicates information to patients regarding questions about physician referrals, insurance referrals, and consultations.
* Collects authorization numbers in appropriate systems as applicable.
* Provides professional and constructive environment for communication across units/departments and resolves operational issues.
* May attend intra/interdepartmental meetings, which involve walking within the arenaflex campus.
* Communicates customer satisfaction issues to appropriate individuals.
* Demonstrates teamwork by helping coworkers within and across departments.
* Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
* Interacts with internal customers to provide excellent support service to staff in departments that provide direct patient care.
* Accommodates all levels of communication ability.
**Technology**
* Utilizes multiple online order retrieval systems to verify or print patients' orders.
* Verifies insurance eligibility and benefit levels through the use of online tools (NDAS, ASF, etc.) or over the phone as necessary.
* Completes accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
* Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.
* Runs real-time eligibility (RTE) on all patients to verify insurance and follows out-of-network policies as applicable.
* Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.
**Efficiency, Process Improvement, and Business Growth**
* Proactive in preventing issues with patient visits by double-checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.
* Understands minimum data set required for a complete registration, collects and verifies critical data, and updates that information into registration system.
* Understands departmental and individual quality metrics.
* Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
* Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
* Participates in departmental quality improvement activities.
* Provides ideas and suggestions for process improvements within the department.
* Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
* Adjusts processes as needed to meet standards.
* Uses organizational and unit/department resources efficiently.
* Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
* Understands that schedule may change to reflect shifting business needs.
* Evolves and learns as healthcare policies change.
**Qualifications**
* High School diploma or equivalent.
* 2-3 years customer service or medical office experience.
* Excellent interpersonal, verbal, and written communication skills.
* Proficiency in computer data-entry/typing.
* Excellent verbal and written communication skills.
* Ability to read, write, and communicate effectively in English.
* Basic Computer Skills.
* Ability to type 40 wpm.
* Ability to multi-task.
* Customer service oriented.
* Excellent organizational, time management, analytical, and problem-solving skills.
**Preferred Qualifications**
* Additional education.
* Additional language skills.
* Healthcare finance and/or healthcare insurance experience.
* Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
**Benefits**
arenaflex offers a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Some of the benefits we offer include:
* Competitive salary and benefits package
* Opportunities for professional growth and development
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Comprehensive health insurance and wellness programs
* Retirement savings plan with company match
* Paid time off and holidays
**How to Apply**
If you're passionate about delivering exceptional patient care and experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online portal. We can't wait to hear from you!
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