This network-wide 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 patients scheduled for admission, pre-admission and outpatient services. The Representative reviews insurance benefits, authorizations/referral information and upfront patient appropriate liability 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 public relations. The representative provides exceptional customer service to our patients, providers and all other departments and is always expected and required to be exhibited.

1. Demonstrates through behavior Kettering Health’s mission, vision and services standards as outlined in the organization’s training.
2. Maintain competence and use critical thinking skills to promptly resolve consumer inquires within assigned functional area(s).
3. Demonstrates successfully to resolve customer inquiries 
4. Adhere to all established workflows, scripting, and department greetings 
5. Create delightful customer experience by setting proper expectations and consistently following through with end- users 
6. Documents all interactions and consistently update consumer records in the relevant technology system(s) 
7.  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 
8. Achieves individual key department performance objectives such as quality assurance and productivity.
9. Maintain knowledge of Pre-Access and Kettering Health offerings to provide exceptional services 
10.  Handle sensitive matters courteously and with professionalism. When appropriate, escalate with leadership for proper awareness and/or resolution. 
11. Adhere to department policies and procedures and HIPAA regulations 
12. Perform other duties as assigned by department leaders 

Previous registration/medical office experience preferred

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.