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Guest Services Specialist – Registration – Altamonte Springs – Part Time – Weekends – Nights in Altamonte Springs, FL at AdventHealth

Date Posted: 1/9/2019

Job Snapshot

  • Job Schedule
    Part-Time
  • Date Posted:
    1/9/2019
  • Job ID:
    275036
  • Job Function
    Administrative / Business Support
  • Travel
    No
  • Shift
    Night
  • Application Zone
    2-Legacy System
  • Organization
    AdventHealth Altamonte Springs

Job Description



Guest Services Specialist – Registration – Altamonte Springs – Part Time – Weekends – Nights

AdventHealth Altamonte seeks to hire Guest Services Specialist who will embrace our mission to extend the healing ministry of Christ.



Facility Profile:

Located north of Orlando in the community of Altamonte Springs, our facility is consistently named “Best Hospital” for overall quality, reputation, doctors and nurses by local residents. As the largest satellite campus within the AdventHealth system, AdventHealth Altamonte has been providing state-of-the-art healthcare to the community since 1973. The 398-bed hospital cares for more than 168,000 patients a year. We are proud to be revolutionizing health care with visionary leadership and world-class resources.



Department Profile:

AdventHealth Patient Access/Guest Services – offers world class customer service and is the patient’s first impression at our mission-centric organization. As patient advocacy ambassadors, the Altamonte team strives for excellence in patient experience, patient safety, throughput, regulatory compliance and ensures financial stability across the system. Our team of highly engaged registration and concierge staff assist patients, providing them with knowledge on medical insurance benefits and options to take care of patient financial responsibility. We work hand in hand with multiple departments throughout the campus to give our patients a seamless experience. With a focus on fostering talent we provide a wide range of opportunities to learn new skills and grow professionally through individual development plans.



Work Hours/Shifts:

Friday and Saturday; 8:30p – 7a



Job Summary:

The Guest Services Specialist, under supervision, greets all customers, such as, patients, guests, families, staff, physicians, and vendors in a helpful and courteous manner while extending exemplary customer service. Answers telephones within three (3) rings and responds to inquiries in a timely manner. Uses all available patient data search tools to accurately locate or create patient visit information as outlined by department policy. Accountable for monitoring patient registration wait times and ensuring patients are directed to Patient Access representative within standards as designated by department. During peak registration times, supports registration staff ensuring patients are processed through system protocols timely, obtaining required missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Responsible for collecting patients’ financial responsibilities, i.e., co-payments, co-insurances, deductibles, etc. as required, placing clear and thorough financial assessments, authorizations/pre-certs, and/or benefit memos on patient accounts to ensure expeditious billing and to protect financial standing of AdventHealth, when applicable. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



Knowledge, Skills, Education, & Experience Required:

  • Knowledge and understanding of HIPAA privacy rules and adroit ability to use discretion when discussing patient related information that is confidential in nature
  • Working knowledge of Microsoft programs and database programs
  • Ability to operate general office machines, such as, computers, facsimiles, copiers, and scanners
  • Ability to effectively learn and perform multiple tasks and organize work in a systematic and efficient fashion
  • Ability to communicate professionally and effectively in English, both verbally and in writing
  • Ability to be responsive to ever changing matrix of hospital needs and act accordingly
  • Ability to follow complex instructions and procedures with close attention to detail
  • Self-motivator and quick thinker
  • One (1) or more years of experience in customer service
  • Knowledge of computer programs, such as Cerner (Preferred)
  • Basic knowledge of medical terminology (Preferred)
  • Exposure to insurance benefits; ability to decipher insurance benefit information (Preferred)
  • Bilingual in English and Spanish (Preferred)
  • Associate’s degree in Health Services (Preferred)


Licensure, Certification, or Registration Required:

  • Certified Healthcare Access associate from National Association of Healthcare Access Management (Preferred)


Job Responsibilities:

Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program.

  • Monitors patient registration wait times and ensures patients are directed to patient access representatives within standards, as designated by department. Uses sign-in log appropriately for tracking purposes. During peak registration times, supports registration staff and ensures patients are processed through system protocols in a timely manner. Obtains required, missing patient documents, when possible, from in-house patients, and/or appropriate patient representative. Assists with scheduling, as needed.
  • Registers patients for services and achieves accuracy while working patient accounts in regards to insurance identification and selection, along with required protocols associated with insurance selection, including authorization requirements, in addition to ensuring timely discharge is facilitated and reimbursement is maximized. Creates accurate good faith estimates in an effort to maximize upfront cash collections, in addition to, adding collection documentation where required, accordingly. Properly identifies patients, ensuring armband accuracy, and inputs demographics information, as well as, secures the required forms to ensure compliance and regulatory policies.
  • Screens and directs faxes, document copies, and assists in obtaining patient’s prescriptions, if applicable. Reviews Physicians orders/scripts, when appropriate according to process protocols, to verify patient’s name, date of birth and ensure order/script has been signed by clinician. Maintains an open line of communication with patients, leadership, and clinical units when delays occur or issues arise.
  • Identifies, determines and directs all customers to the appropriate area of responsibility within PA/PFS and/or other departments. Assesses the lobby periodically to ensure all patients and/or visitors needs are being met. Answers telephones within three (3) rings, and responds to inquiries within a timely manner.
  • Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) in a helpful and courteous manner while extending exemplary customer service. Anticipates and responds to inquiries and needs in an assertive, yet courteous manner. Assists all customers, guests, patients, and healthcare team with appropriate information requested. Maintains up to date and thorough knowledge of assigned AdventHealth campus and phone numbers in order to provide guests and patients the most accurate information and directions possible.
  • Manages a multitude of clerical duties and assigned projects, while sustaining department’s key initiatives in support of daily operational flow(s). Reviews patient account reports and monitors timely account classification related to insurance reimbursements. May release films to patient’s/physician’s offices utilizing proper sign out process. May print patient records for release internally and externally and fax paper records while adhering to HIPAA and established guidelines.
  • Prepares to begin work by being at a workstation as scheduled by department leadership in order to offer continuous patient service and be available for all clinical partners’ registration needs. Maintains schedule flexibility and exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime. Provides continual coverage of assigned workstation at all times in order to assist customers promptly, arranging scheduled relief coverage during extended time away from workstation.
  • Adheres to HIPAA regulations by verifying pertinent information to determine caller or visitor authorization level before releasing account information.

If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Guest Services Specialist opportunity with AdventHealth Altamonte and apply online today.



Job Keywords:

Guest Services, Customer Service, Administrative, Altamonte



Position Location:  Altamonte Springs
Job:  Administrative / Business Support
Organization:  AdventHealth Central Florida
Primary Location:  US-FL-Altamonte Springs
Schedule:  Part-time
Shift:  Night
Job Level:  Entry Level
Education Level:  None
Travel:  No
Job Posting:  Jan 9, 2019, 10:41:01 AM

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