Patient Ambassador Part Time @ Bronson Methodist Hospital

Customer Experience & Support (2)
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Location

BMH Bronson Methodist Hospital

Title

Otsego Patient Ambassador PT

A patient access ambassador is instrumental in ensuring a positive experience for patients using our self-service tablet check-in process. Customer service is a vital part of this role employees must continually create a positive environment for patients and family. An Ambassador would be expected to be interactive with patients with introducing new technology.

Other responsibilities may include registering patients, gathering appropriate demographic and insurance information verification, scheduling appointments, providing patients with financial information, price estimates, and the collection and entry of payments. Current knowledge of billing and coding requirements and ability to apply these based on industry standards is required. Ability to resolve financial issues and negotiate payment arrangements. Representatives must fully understand the ramifications and impact of incomplete or inaccurate information to patient care and overall revenue cycle employees providing direct patient care must demonstrate competencies specific to population served

Ambassador Responsibilities:

This position may require standing &/or walking for up to a consecutive 4-hour period, per day.
Approachable, knowledgeable, and have strong interpersonal skills.
Strong belief and excitement with utilizing new technology and tablet implementation
A willingness to learn and remain competent in Welcome and patient check in workflows
Ability to adapt to change and build rapport with staff & patients easily
High comfort level with technology
Strong Customer service skills and good verbal communication
Highschool or GED
Must have excellent computer skills.
Demonstrate the ability to identify opportunities for improvement.
Required to cross train at all sites with tablet implementation and support as needed.
Ability to maintain positive customer service
Orient, train, and provides education for staff related to Welcome Tablets and workflows
Act as a subject matter expert for the organization by providing guidance on Welcome Tablet features
Facilitates the resolution of problematic situations and informs appropriate leadership of action taken.
Competent in all registration workflows

Daily duties include by not limited to:

At the beginning of shift, bring up the welcome concierge application on the support workstation so you have it to troubleshoot issues if needed.
Continuously monitor the kiosk concierge throughout the day to ensure all patients successfully check in.
Stand near the entrance and warmly greet patients as they arrive to the building. Promoter should encourage patients to use the tablets in the arrival areas.
Assist with wayfinding directions to patient appointments.
Assist patients who have visual impairments to a desk.
Assist patients with mobility issues to take the tablet with them to a chair or guide them to the desk area. Move the chair out of the way to offer additional space.
The ambassador should also inform patients about the locations of other Welcome tablets in the building/locations for future visits.
Stay near/available to the tablets even if there isn't someone actively using them. Only sit down at the support workstation if needed to assist a patient or if there is a very slow period in the day.
Watch patients using the tablets and reach out to them if they are struggling. Ensure that they finish the entire workflow and complete the check-in.
If a patient fails at the tablet, guide them over to the support workstation so you can complete the check-in. If possible, let them know what the issue was so they feel more encouraged to try the tablet again in the future.

Helping patients use the tablet:

Ask the individual if they have an appointment that day or if they have a walk-in service.
Patients can use the tablet for arrival if they meet the following criteria:
- They do not have a paper order.
- They can pay any applicable copays with a credit card.
Here is an example script:

“Welcome to Bronson. What services are you arriving for today? I can assist you with using our tablets to check in for your visit.”

Assist patients with the check in process.
- Any additional questionnaires?
- Advise patients if they schedule and e-check in the arrival process is much quicker
- Add patient to patient flow, provide pager where applicable
- Review and link orders as applicable
Direct patients to the appropriate waiting area for their visit.

Extra responsibilities

Ensure signage is clear and appropriate.
Clean the tablets.
Train new sites on standard work for tablet implementation
- The tablet(s) should be wiped down using CaviWipes in the following intervals:
  - Once every hour for sites that have at 5 or more patients checking in per hour on the tablet.
  - Twice per day at locations that have less than 5 patients check in per hour.
- Gloves must be used when using CaviWipes.
- Please ensure that the touchscreen, E-Signature pen, and tablet surface that patients regularly touch is cleaned thoroughly.
- Please use discretion when cleaning, often one CaviWipe can work for multiple tablets as long as it is still coating the surface.
- Please allow for at least a minute after cleaning a tablet to allow for the surface to dry before allowing a patient to use it.
- If you notice any discoloration or warping of the kiosk after wiping down the tablet please stop using CaviWipes and submit a ServiceNow ticket to the HL Prelude team immediately and we will review.
Submit IT tickets immediately whenever the tablets are down, need or improvement is identified, or there is equipment failure.
Identify opportunities for improvement in the patient flow and work with leadership to develop enhanced training tools

Shift

Variable

Time Type

Part time

Scheduled Weekly Hours

Cost Center

1201 Patient Access OP Registration (BHG)

Agency Use Policy and Agency Submittal Disclaimer

Bronson Healthcare Group and its affiliates (“Bronson”) strictly prohibit the acceptance of unsolicited resumes from individual recruiters or third-party recruiting agencies ("Recruiters") in response to job postings or word of mouth. Unsolicited resumes sent to any employee of Bronson by Recruiters, without both a valid written agreement with Bronson and a direct written request from the Bronson Talent Acquisition Department for a specific job position, will be considered the property of Bronson. Furthermore, no fees will be owed or paid to Recruiters who submit resumes for unsolicited candidates, even if those candidates are hired. This policy applies regardless of whether the Recruiter has a pre-existing agreement with Bronson. Only candidates submitted through a specific written agreement with the Bronson Talent Acquisition Department for a named position are eligible for fee consideration.

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