Job Description

JOB SUMMARY

The position of Patient Access Representative II is responsible for working patient schedules and booking appointments for Cleveland Clinic Abu Dhabi (CCAD). Ensures that pre-certification and/or authorization are obtained prior to service. Coordinates pre-registration, scheduling and

provides non-clinical instructions to patients prior to arrival. Identifies financial liability and hands-off coordination of financial counseling when needed to Senior Financial Counselor. Provides customer service to patients and families, physicians, nurses, insurance companies and is

responsible for ensuring the hospital maintains compliance with the Heath Authority of Abu Dhabi (HAAD) and Joint Commission International

PRIMARY JOB DUTIES AND RESPONSIBILITIES

– Handles patient scheduling for outpatient and other ancillary department visits

– Checks the database for available preferred schedules to meet patient’s first choice for dates and times

– Confirms future appointments as well as any changes to existing appointments with patients via phone

– Conducts follow-up phone reminders as well as other avenues (e.g., SMS, E-mail)

– Performs insurance verification, determines eligibility for services, and informs patients of the financial responsibility for services

– Collects insurance and demographic information and updates the system as needed while the patient is still on the phone

– Communicates estimate of charges as applicable prior to patient appointment

– Determines if patient requires financial counseling and proactively refers patient to the Senior Financial Counselor

– Ensures that all necessary insurance eligibility and authorization is complete prior to appointment

– Provides non-clinical instructions to patients as needed to help the patients manage expectations if any preparation is needed

– As part of customer service orientation, shall be able to assist patients in activating MyChart

– Required to work collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient

experience

– Required to be flexible in handling international patients, including coordination, follow-up and understanding of the international insurance

business programs

– Responsible for delivering results for key performance indicators as established by the Manager/Director of Patient Access

– Other duties as assigned

ROLE LEVEL ACCOUNTABILITIES

· Adheres to CCAD’s standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within CCAD, this position may be required to perform other duties as assigned and reporting relationships may vary.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Typical physical demands include: a high degree of manual dexterity to sufficiently perform computer functions on a keyboard, produce materials on a PC and operate basic office equipment, normal or corrected vision and hearing, operate audiovisual equipment used during training programs, physically move, lift and carry training equipment and materials, mobility sufficient to visit with departments or employees throughout CCAD, stand in front of an audience for up to eight (8) hours a day and lift up to 30 lbs.

QUALIFICATION & EXPERIENCE REQUIREMENTSESSENTIAL PREFERRED

Education

– High School Diploma is required – Diploma/Associate’s Degree may substitute for 1 year of required experience

– Bachelor’s Degree in Business, Nursing, or other related field, Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management or Certified Revenue Cycle Representative (CRCR) through the Healthcare Financial Management Association may substitute for 2 years of required experience

Experience

– Minimum three (3) years of customer service experience – Ability to demonstrate genuine concern for patients and patient satisfaction

– Ability to manage and efficiently complete multiple tasks on time

– Strong oral and written communication skills

– Excellent interpersonal skills

– Strong organizational and time management skills

– Ability to work independently and as part of a team

– Critical thinker, resourceful and self-starter

– Ability to speak and write in English is required

– Proficient in the use of PCs, electronic medical records software, hospital scheduling software and MS Office (i.e., MS Word, Excel) suite

– Ability to perform basic math functions (calculations of discounts, basic additions / subtractions / multiplications)

– Ability to adapt to a changing and dynamic environment

– Ability to fully embrace the culture of CCAD and the “Patients First” values – Ability to work rotating shifts as needed

– Experience in Patient Access, Billing in a health care setting (clinic or hospital), with an insurance company, call center or related area in a similar role preferred

– Basic knowledge of medical terminology, insurance, hospital operations is preferred

– Knowledge of conversational Arabic is preferred

Job Specific Skills and Abilities

· Proficiency with Microsoft Office suite

· Fluency in written and spoken English

DISCLAIMER

The responsibilities described on this job description are intended to describe the general nature and level of work being performed by people

assigned to this job. These statements are not intended to be exhaustive of all responsibilities, duties, knowledge, skills and abilities required of

employees in the position.

Final determination of a candidate’s qualifications and eligibility to perform the job is at the sole discretion and judgment of the

institute/department executive leadership.