Oversees the activities of the Patient Service Representative to ensure prompt patient access to the outpatient clinics. Coordinates day-to-day operations associated with the accurate and timely gathering of demographic, medical, insurance, and financial information; pre-billing functions i.e.; verification of insurance/benefits, calculation of patient responsibility, financial clearance and collection of co-pays, deposits and payments at time of service. The Coordinator provides guidance and coaching to the Patient Service Representatives to achieve positive customer relations while obtaining elements mandated by compliance and regulatory requirements. Performs all Patient Access Representative functions and assumes responsibility for the department(s) in the absence of the Manager Work in Coordination with Ancillary Services, PPC and Emergency Room DepartmentEscorts customers to hospital destinations via walking or pushing wheelchairEscalate issues of coverage determination to clinical providers and management team as needed. Insures proper coverage is maintained in all registration access for efficient registrationEvaluates and maintains current knowledge of patient access best practices, trends and national benchmarksMonitors and supervises daily work responsibilities of the patient access representatives this includes but is not limited to upfront collections activity and outcomes.

Values:

i

•Innovation "Forward thinking" "Exploring new possibilities" "Ambitious Goals" Looks out for new and innovative approaches that will improve efficiency. Embraces and champions new ideas and encourages others to do likewise. Recognizes and rewards people and teams who are creative and innovative. This is in sharp contrast to those who tend to embrace the status quo, struggle with new approaches and discourage others when they are creative and innovative in the pursuit of increased efficiency or effectiveness. C

•Compassion "Friendly countenance" "Servant attitude" "Demonstrating genuine concern" Shows genuine sensitivity to the needs, feelings and capabilities of other people. Deals with others in a pleasant manner. Treats others with respect and consideration. This is in contrast to those who are unpleasant and tend to alienate co-workers, or who seem insensitive to the needs of others and tend to demonstrate a lack of respect for others. A

•Accountability "Showing integrity" "Leading by example" "Ownership and accepting responsibility" Acts in ways that demonstrate personal integrity and serves as a positive example of why others should trust the motives of the organization. Views himself or herself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he or she might make. Leaves others with the clear impression that integrity is a core value at this organization. This is in contrast to individuals who make commitments that go unmet, fail to acknowledge their role in disappointing events, or whose actions (or inaction) leave others with doubts about the level of trust that should be placed in the organization. R

•Respect "Considerate of cultural diversity" "Building trust" "All people are to be valued" Demonstrates a genuine interest in the thoughts, opinions, values and needs of co-workers and customers. Avoids speaking, writing or doing other things that could be seen as disrespectful of people in their absence (or "behind their backs"). Recognizes and shows respect for the strengths and contributions of others. This is in clear contrast to behaviors that leave people feeling that their thoughts, opinions, values and needs are of little interest. E

•Empowerment "Allowing others to reach their full potential: "Freedom to do what is right for our patients" "Attain and share knowledge to enrich others" Empowered in an intentional manner that allows the person to find their way, yet receiving help when needed. Using good judgment related to the level of authority given and the amount of leeway extended. This contrasts with leaders and individuals who focus more on the risks involved from the empowerment, instead of reaching the full potential of the organization.

Organization Expectations:

Communication The process of sending and receiving messages with words, verbally, written or in sign language. Customer Focus Identifying and responding to current and future patient and other customers' needs; providing excellent service to internal and external patients and other customers. Initiative Identifying and dealing with issues proactively and persistently; seizing opportunities that arise. Self-Development Lifelong, voluntary, and self-motivated learning. Teamwork Effectively work and complete assignments in group settings. Works independently and cooperatively with others to achieve common goals.

Servant Leadership:

S

•Selfless A belief that we put our customer's needs before our own.

A belief that we put our staff's needs before our own.

Demonstrating sensitivity for the needs of others. E

•Exemplary Modeling the Nor-Lea Culture.

Creating a culture of Innovation. R

•Results Driven Demonstrates a focus on results.

Understands DMAIC and the Nor-Lea Performance Excellence program. V

•Visionary Ability to lead the staff courageously.

A forward thinker.

Being a change agent. A

•Approachable Staff feel comfortable approaching their leader.

Creating a positive environment.

Demonstrates an understanding of different personalities. N

•Nurturing Actively shows staff appreciation and recognition.

Encourages staff through coaching and mentoring.

Actively empowers staff to make decisions in the best interest of patients. T

•Transparent Actively informs staff of organizational and departmental status.

Honest and trustworthy.

SKILLS, KNOWLEDGE AND ABILITIES

Communication skills

•oral/written Interpersonal skills Safety factors Professional behavior Teamwork Ethical Conduct Medical terminology Computer skills

MINIMUM EXPERIENCE REQUIRED

Three to five years of healthcare environment experience preferred Three to five years of registration experience preferred

MINIMUM EDUCATION REQUIRED

High School Diploma or General Education Degree Required