Department/Unit:

Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range: $18.00/hr - $23.79

Pre-Service Representative I is responsible for the initial touchpoint of our patient population to provide an exceptional patient experience with assisting in scheduling of services for our Hospital and Practice. This requires ability to work in a high-volume, fast paced environment. Understanding of complex scheduling needs of our patients in an empathetic, compassionate manner is critical. Position is required to use eligibility application to invoke request to verify insurance eligibility, interpret response and capture appropriate health insurance information as it pertains to the service being rendered. The position requires ability to understand and apply contractual benefits to the service being rendered, with ability to collect patient financial obligation pre-services.

The Pre-Service Representative I, after one year in the position and based on performance and success in position, has ability to be promoted to Pre-Service Representative II as Career Ladder requirements indicate.

Responsibilities:

Contributes to the creation of a compassionate and caring environment for patients, families and colleagues through displays of kindness and active listening. Recognizes and appreciates that each employee’s work is valuable and contributes to the success of the Mission.Understands and exhibits all tenets of ALWAYS, each day through demonstration of Albany Med CARES; is an ambassador to Albany Med to our patients and customer.Exhibits positive service excellence skills, utilizing AIDET, to patients, visitors and coworkers by greeting others in a friendly manner, keeping customers/patients/colleagues informed about progress, delays and changes.Demonstrates effective teamwork by interacting in a positive manner with colleagues and creating a collaborative work environment. Initiates communication, conveys positive intent, offers to assist.Contributes to a safe and secure environment for patients, visitors, colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce.Demonstrates stewardship by thoughtful and responsible use of resources including maintaining a clean and hospitable environment, starting work on time, displaying a consciousness regarding costs, supplies and department finances.Demonstrates respect for individual differences of each person by acknowledging the essence of each person, appreciating and responding to unique, spiritual, personal and cultural backgrounds of patients, families and colleagues.   Understands the organization’s strategic plan and supports plan within scope of Patient Engagement Center expectation and role.

Qualifications:

High School Diploma1 – 2 years winning customer service personality with ability to engage patients and customers via telephone with superior patient experience.Insurance knowledge, preferred

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.