This role performs all duties related to the pre-registration, registration, scheduling, patient identification, cash collections and insurance eligibility. This role provides “front-door” customer service to patients when they present physically to the service areas as well as over the phone. Guest Services Officers communicate directly with patients and families, physicians, nurses, and are responsible for ensuring the hospital maintains compliance where applicable with the Department of Health (DOH) and Joint Commission International (JCI) standards. Ensures adherence to all customer satisfaction indicators to ensure service excellence and ultimately increase in M42’s Likelihood to Recommend and
Net Promoters Score.
Welcome and assist patients upon arrival, ensuring a smooth and friendly check-in experience.
Accurately register patients using a structured interview approach and capture all demographic and insurance details into the Electronic Medical Records (EMR).
Verify insurance eligibility, patient identity, and out-of-pocket responsibilities to facilitate seamless care and billing.
Secure all required patient signatures, including general consent and compliance documents, while ensuring patients understand their rights and next steps.
Schedule appointments, make reminder calls, and support patients with discharge coordination and follow-ups.
Act as a liaison between patients, their families, and clinical teams, maintaining professional communication and upholding confidentiality at all times.
Collect payments (co-pays, deductibles, etc.), manage receipts, and ensure cash handling procedures are followed precisely.
Handle incoming calls, inquiries, and patient feedback with empathy and efficiency, ensuring timely resolution or escalation.
Support operational excellence by participating in department meetings, completing training requirements, and meeting quality, productivity, and patient satisfaction standards.
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