Note: The job is a remote job and is open to candidates in USA. Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. The Pre-Registration I position is responsible for facilitating the patient intake process by performing accurate data entry of patient demographic and insurance information, while providing exceptional customer service.

Responsibilities

• Demonstrates through behavior Kettering Health’s mission, vision and services standards as outlined in the organization’s training
• Maintain competence and use critical thinking skills to promptly resolve consumer inquiries within assigned functional area(s)
• Demonstrates successfully to resolve customer inquiries
• Adhere to all established workflows, scripting, and department greetings
• Create delightful customer experience by setting proper expectations and consistently following through with end-users
• Documents all interactions and consistently update consumer records in the relevant technology system(s)
• 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
• Achieves individual key department performance objectives such as quality assurance and productivity
• Maintain knowledge of Pre-Access and Kettering Health offerings to provide exceptional services
• Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution
• Adhere to department policies and procedures and HIPAA regulations
• Perform other duties as assigned by department leaders

Skills

• High school diploma required
• One-year customer service experience required
• Ability to articulate the mission of Kettering Health and Pre-Access
• Strong attention to detail and ability to take initiative to resolve inquiries and issues
• Demonstrated personal commitment to promoting and providing excelled customer service
• Demonstrated interpersonal, customer relations, and communication skills; remains patient while interacting with consumers and colleagues
• Exhibits desire to continuously learn, improve service delivery, and work in a team environment
• Ability to listen and document notes simultaneously
• Ability to read, analyze, and interpret verbal and written instruction
• Maintains high energy and positive attitude
• Ability to remain calm under pressure
• Adapts to change and balances multiple priorities in a fast-paced environment
• Demonstrates regular, consistent and punctual attendance
• Effective communicator in English, both orally and in writing
• Computer Proficiency: Microsoft Office Suite programs and basic keyboard typing skills
• Technological aptitude to accomplish additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Previous registration/medical office experience preferred
• Demonstrated competency in working in teams and ability to effectively communicate with all levels
• Proficient in computer skills and phone skills
• Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner
• Must have the ability to perform as a collaborative team member

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