Full-time, 40 hours/week
Monday-Friday, Days

Onsite
*Medical Assistant/Medical Secretarial experience a plus*

Summary:

This position is primarily responsible for increasing the number of referrals to hospital specialists, programs and testing by enhancing referral relationships and streamlining access. Manages calls to assist families with scheduling and non-clinical needs related to their visit. Provides superior customer service with appropriate resolution. Patient concierge/navigator performs rounds, much like physicians and nurses, but unlike medical professionals, the concierge/navigator strictly focus on making patients and patient families? hospital visit comfortable and convenient.

Responsibilities:

1. Coordinating appointments to ACH specialists, programs, and diagnostic testing in appropriate time frame with the correct provider, in the right location.
2. Answering general questions about ACH services.
3. Connecting patients/families to ACH departments and services
4. Maintains communication with referring physicians/physician offices regarding outcome of referrals
5. Establish and maintain business relationships with ACH Physicians and staff; develop strong knowledge of ACH and its services
6. Interface with patients/families to schedule and build appointment volume.
7. Participates in community marketing and business development functions of ACH to increase referral and enhance relationships.
8. Plans, organizes, prioritizes, and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and organizational objectives.
9. Ensures department productivity standards are met/exceeded.
10. Maintains up-to-date knowledge of computer systems, insurance/government regulations and Patient Access policies/procedures used within the department. Performs other duties as assigned.
11. Other duties as required.

Other information:

Technical Expertise

1. This role encounters Protected Health Information (PHI) as part of regular responsibilities. ACH employees must abide by all requirements to maintain PHI safely and securely for our patients
2. High level of interpersonal skills to handle sensitive and confidential situations and documentation. Uses good judgment in maintaining confidentiality in all aspects of the position.
3. Demonstrated skills in attention to detail in composing, typing and proofing materials.
4. Skills in communication, both verbal and written to effectively communicate HR programs. Resolve employee relations issues.

Education and Experience

1. High School or Equivalent required. Additional education is a plus. 
2. Minimum of 1 year of experience in customer service is required, customer service in a healthcare environment is preferred.
3. Experience in marketing, community function, volunteer activities preferred. 

Full Time

FTE: 1.000000

Status: Onsite

About Akron Children's

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