Pavilion Liaison, Admitting

Under guidance from the Director of Patient Access Services, responsible for the day-to-day administrative operations of the Shapiro Pavilion; ensuring that productivity and quality standards are met. Must be able to work independently; make sound decisions and interact with patients, patients' families, visitors and all levels of staff in a professional and diplomatic manner. Facilitates an efficient process in accordance with JCAHO guidelines, and within established hospital and department policies. Provides support for Admitting Centers staff and workflows as needed. Adheres to departmental Customer Service Standards to achieve high levels of patients, visitors and physician satisfaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Responsible for the day to day administrative operations of the Shapiro Pavilion, while providing support and professional development opportunities for Admitting Center teams.
• Provide all patients on the Shapiro Pavilion, including those temporarily boarding, with information regarding pricing structure, services provided and relevant policies.
• Make frequent rounds on the Shapiro Pavilion, ensuring availability to respond to patient's non-clinical needs, and to address any issues or concerns.
• Acts as a liaison between the patient and hospital billing resolution team to assist with resolving any Shapiro Pavilion related billing matters
• Responsible for troubleshooting concerns, issues and/or difficult situations and taking necessary corrective action or referring to appropriate individuals.
• Provide effective interactions among staff to promote teamwork and create an overall harmonious work environment.
• Adhere to Customer Services Standards by demonstrating professionalism, alertness, helpfulness, and receptiveness to all patients, visitors and other staff members.
• Seek opportunities for improvement and/or changes in the Pavilion workflow process which may impact effectiveness and efficiency.
• Maintain patient confidentiality and privacy by accessing patient information only to extent necessary to fulfill assigned duties. All patient information must be kept private, confidential and secure. All lists, reports, files and documents must always be properly secured and stored. Interviews and conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy.
• Analyze work flow to design creative schedules to accommodate changing business needs of the area and collaborate with colleagues as needed,
• Participate in daily and/or monthly audits of staff work and act as backup for payroll entry and may approve earned time requests.
• Provides cross coverage to other functional areas in Patient Access, as necessary.

QUALIFICATIONS

• Bachelor's degree, preferably in health-care related field.
• Extensive experience accepted, in lieu of degree.
• Three or more years experience in finance, hospitality/customer service or health care, preferably Access Services.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED

• Strong, demonstrated customer service skills
• Ability to use commons sense, decision-making and negotiating skills to achieve desired results.
• Ability to function independently and prioritize work within established policies.
• Thorough knowledge of hospital and interdepartmental functions.
• Medical Terminology.
• Interpersonal relationship skills necessary to communicate effectively with patients, visitors, and members of the medical and executive leadership team.
• support staff, nursing staff administrators, other hospital personnel and external organizations and agencies.

WORKING CONDITIONS

Busy office environment, with frequent interruptions. Due to the size and complexity of the department, the pace of work can be hectic and challenging. Also requires carrying a communication device and department coverage.

FISCAL RESPONSIBILITY

Contributes to institutional financial stability by promoting efficient Shapiro Pavilion patient flow/throughput and data integrity.

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.