To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values-integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
The Stem Cell Patient Account Representative reports to the Outpatient Access Manager with responsibility of assisting with the coordination of potential stem cell patients at Yale-New Haven Hospital. They will perform various registration functions and financial clearance process'' and work directly with the Stem Cell Nurse Coordinators to ensure all financial, educational and scheduling needs are met. The Stem Cell Patient Account Representative must possess critical thinking skills and ability to meet the needs of the specifc needs of the role accurately and independently. Ensure positive interactions with patients, family members, medical staff, third party representatives and hospital personnel. Promotes good customer service in the work environment. Effectively utilizes all computer systems to ensure that the responsibilities of Outpatient Registration and the Stem Cell Program are met. Performs certain statistical and QA functions. Works with the Manager and stem cell team to develop new procedures and participates in the planning and implementation of system improvements to enhance the operating functions of the department. Supports the Manager and the Stem Cell team in daily operations and decisions concerning work-flow.
Responsibilities: 1. Financial Clearance: Obtain and verify transplant coverage (including outside pharmacy, home care, dental, lodging, donor search, transportation). Provide insurance case manager contact information to the clinical coordinators. 2. Patient/Family Education:Educate the patient and family regarding their coverage & financial responsibilities at the onset of the process. 3. Application Assistance: Assist patients in completing applications for coverage (insurance, Free Care, pharmaceutical, grant/search approval applications) as well as with alternative funding (National Transplant Assist Fund, Leukemia & Lymphoma Society, Cancer Care, etc). 4. Scheduling: The Stem Cell PAR would collaborate with the coordinators in scheduling and ensuring financial clearance for the various patient tests/appointments. Ensure patient transportation is in place. 5. Customer Service: Continually exhibits excellence in customer service by supporting and advocating the standards outlined in the hospitals Service Excellence Pledge. Works with staff to create a patient/family, physician and employee experience that exemplifies caring, understand, efficiency and overall quality of service. Demonstrates the ability to balance customer service with the financial needs of the hospital. Acts as a role model in providing exceptional customer service. 6. Problem Solving: Exhibits a high degree of problem solving skills and resourcefulness to resolve issues. Takes necessary steps to address problems or refers issues to the appropriate person or department for resolution. Recommends and implement reasonable solutions to address problems. 7. Technology Resource Management: Maintains a strong working knowledge of all current computer systems used in registration, scheduling, accounts receivable, Web and Internet insurance eligibility systems. Utilizes Microsoft packages. Participates in internal and external committees as related to the enhancement or development of computer systems.
Bachelors Degree in Business, Health Administration/Health Services or enrolled in a degree program with relevant strong customer service/technology/health-care equivalent experience.
Three (3) or more years experience in an Access/ Healthcare related environment with strong customer service & third party insurance background. Supervisory experience or demonstrated ability to coordinate the work of others required.
Strong organizational skills as well as excellent interpersonal and team oriented skills. Must have strong ability to interpret insurance benefits and apply to hospital services. Strong PC skills, keyboarding skills and the capability to navigate various software and spreadsheet systems and produce reports. Must be able to prioritize and re-evaluate continuously based on ongoing requests and daily situations. Must be able to work under intense pressure with ability to problem solve and multi-task. Capable of balancing appropriate level of intervention with staff members, clinical staff and patients as needed. Partners with clinical staff to insure the highest quality of patient care.
Incumbent is held accountable for ensuring the following: the accuracy and timeliness of patient information, for obtaining and verifying patient insurance benefits and requirements, collection of patient balances and the completeness of all required documentation pertaining to clinical and financial aspects throughout the access areas.
Must be able to work under intense pressure with ability to problem solve and multi-task. Capable of balancing appropriate level of intervention with staff members, clinical staff and patients as needed. Partners with clinical staff to ensure the highest quality of patient care. Handles conflict and sensitive situations with discretion and confidence. Identifies the need to modify the work flow as needed to respond to delivery of health care and its accompanying reimbursement issues. Ability to utilize PC software programs and other systems to monitor and track patient account activity while coordinating the financial needs of the patient.