Guest Services Specialist – Guest Services – Winter Park - Weekends in Winter Park, FL at Adventist Health System

Date Posted: 10/7/2018

Job Snapshot

  • Job Schedule
  • Date Posted:
  • Job ID:
  • Job Function
    Administrative / Business Support
  • Travel
  • Shift
  • AHS Zone
    2-Legacy System
  • Organization
    Florida Hospital

Job Description

Guest Services Specialist – Guest Services – Winter Park

Florida Hospital Winter Park seeks to hire a Guest Services Specialist who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:

Nestled among the oak-shaded, brick-paved streets of one of the most picturesque hometowns in the country, Winter Park Memorial Hospital has continuously served the residents of Winter Park and its surrounding communities for more than 50 years. Chartered in 1951, the hospital has grown from the visionary efforts of a handful of Winter Park residents and community leaders, to a 307-bed acute care facility that is a model of community health and wellness. Over the years the hospital has continually expanded to meet the needs of the community, adding an upscale obstetrics and Level II Neonatal Intensive Care Unit at The Dr. P. Phillips Baby Place, cancer care at the Florida Hospital Cancer Institute, Winter Park, and state-of-the-art surgery, recovery and rehabilitation at the Florida Hospital Orthopaedic Institute. Together with the community we serve, we're building a model of community health and wellness for generations to come.

Work Hours/Shifts:

Thursday – Sunday; 1130am - 10pm

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 Florida Hospital, 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
  • 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)
  • One (1) or more years of experience in customer service
  • 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 Florida Hospital’s Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork 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 Florida Hospital 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 Winter Park and apply online today.

Job Keywords:

Guest Services, Winter Park

Position Location:  Winter Park
Job:  Administrative / Business Support
Organization:  Florida Hospital
Primary Location:  US-FL-Winter Park
Schedule:  Full-time
Shift:  Day
Job Level:  Entry Level
Education Level:  None
Travel:  No
Job Posting:  Sep 7, 2018, 9:56:16 AM

Location | Organization | Category | Job Function