PATIENT SERVICES REP-CALL CENTER

About the Role

This position has a strong emphasis on customer service to our patients. You will serve as the front-line contact person for all incoming patients, ensuring quality patient scheduling, positive telephone etiquette, and customer satisfaction in support of the mission of Cooper University Hospital. The role involves greeting, registering, scheduling, collecting point-of-service copays, and providing general information to patients and their families using AIDET. You will also act as the patient’s non-clinical navigator during discharge coordination.

Responsibilities

• Greet patients and guests utilizing AIDET while providing an individualized, excellent patient service experience.
• Provide patient support and keep informed of delays; take appropriate action, including offering alternatives.
• Perform all registration functions, including full registration, updating/validating demographics, identification, insurance information, verification, and obtaining signatures.
• Perform and document patient outreach for messages received in the front desk pool, MyChart messaging, and confirmation calls.
• Utilize kiosks, tablets, and other technology to assist patients upon arrival.
• Stand and walk for periods of time (2-8 hours per assigned shift) depending on location.
• Schedule appointments, including follow-up appointments for patients, in a high customer service environment efficiently and timely across the healthcare continuum (physician office visits, imaging, lab post-visit, and during patient outreach).
• Collect co-pays and outstanding balances; review and reconcile cash drawer daily.
• Accurately and efficiently perform non-clinical administrative duties, including in-basket and telephone communication, documentation in the medical record, obtaining reports and medical records, completing insurance/disability forms, precertification/authorizations, referrals, and work queues (e.g., patient registration, referrals).
• Comply with procedures for transcription of orders (radiology and/or scheduling).
• Perform and document patient outreach and callbacks for messages received in the pool, MyChart messaging, and confirmation calls in a timely and efficient manner.
• Fulfill organizational responsibilities, including respecting/promoting patient rights and responding appropriately to emergencies.
• Communicate successfully with multidisciplinary team members and patients, upholding Cooper’s Mission, Vision, and Values while adhering to the Code of Ethical Conduct.
• Maintain a working knowledge of regulatory standards and sustain these standards in daily operations.
• Demonstrate flexibility and the ability to multitask in a fast-paced environment, adjusting to patient volume.
• May be asked to work at other ambulatory offices based on volume.
• Perform other duties as assigned by the manager.

Requirements

• Minimum one year of recent registration or billing experience working in a medical facility preferred.
• Proficiency in patient registration, scheduling, medical insurance pre-certifications, authorizations, and referrals preferred.
• Epic experience preferred.
• Excellent organizational, written/verbal communication, and teamwork skills.
• Demonstrated performance of excellent customer service skills.
• High school diploma or GED.
• Customer service-oriented attitude/behavior, pleasant and poised demeanor, and excellent phone etiquette.
• Strong verbal and written communication skills.
• Skilled in the use of computers.
• NAHAM Certified Healthcare Access Associate (CHAA) certification preferred.

Benefits

Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.