<p>Responsibilities & Requirements</p> <p>This network-service position, under the direction of the Pre-Access Manager, Kettering Health, is responsible to facilitate the patient intake process by performing accurate data entry of patient demographic and insurance information for patient's observation/inpatient services. The Representative reviews/verifies insurance benefits and notifies payers of observation and inpatient stay when required at each encounter to ensure accurate and complete billing. This highly visible position must be aware of the importance and impact this position has on KH denials. The representative provides exceptional customer service to our patients, providers and all other departments and is always expected and required to be exhibited.</p> <p>Demonstrates through behavior Kettering Health's mission, vision and services standards as outlined in the organization's training while adhering to department policy and HIPAA regulations. Subject matter expert with maintaining competence and using critical thinking skills to promptly resolve consumer inquires within assigned functional area(s). Always demonstrates successfully to resolve customer inquiries Surpasses and adheres to all established workflows, scripting, and department greetings Create exceptional customer experience by setting proper expectations and consistently following through with end- users Thoroughly document all interactions and consistently update consumer records in the relevant technology system(s) Consistently demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, Pre-Access colleagues, and leaders Exceeds individual key department performance objectives such as quality assurance and productivity. Subject matter expert in knowledge of Pre-Access and Kettering Health offerings to provide exceptional services Always handles sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution. Perform other duties as assigned by department leaders</p> <p>Preferred Qualifications</p> <p>QUALIFICATIONS AND EXPERIENCE:</p> <ul> <li>High school diploma required </li><li>College degree preferred in finance or healthcare field </li><li>Previous registration or billing experience preferred </li><li>Excellent written and oral communication skills </li><li>Meets Pre-Screening Protocol and testing for proficiencies in computer skills, phone skills, and customer service knowledge </li><li>SME (Subject matter expert) with Insurance plans and processes </li><li>SME with Insurance portals and websites </li><li>Demonstrated competency in working in teams and ability to effectively communicate with all levels </li><li>Computer literate and very strong with Microsoft Excel, Outlook, and Word while maintaining updates through email and Teams. </li><li>Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner </li><li>Exceeds Quality Assurance scores, and productivity </li><li>SME with insurance response history (deductible, co-insurance, co-pay and out of pocket) and EPIC Estimator tool </li><li>ability to perform as a collaborative team member. </li><li>Fully trained in pre-registration </li></ul> <p>Overview</p> <p>Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it's by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.</p>