Akron Children's Hospital has been caring for children since 1890, and our pediatric specialties are ranked among the nation's best by U.S. News & World Report. With two hospital campuses, regional health centers and more than 50 primary and specialty care locations throughout Ohio, we're making it easier for today's busy families to find the high-quality care they need. In 2020, our health care system provided more than 1.1 million patient encounters. We also operate neonatal and pediatric units in the hospitals of our regional health care partners. Every year, our Children's Home Care Group nurses provide thousands of in-home visits, and our School Health nurses manage clinic visits for students from preschool through high school. With our Quick Care Online virtual visits and Akron Children's Anywhere app, we're here for families whenever and wherever they need us. Learn more at akronchildrens.org.
To treat every child as we would our own
To treat others as they would like to be treated
To turn no child away for any reason
We are seeking people who are committed to fostering a diverse environment in which patients, family and staff from a variety of backgrounds, cultures, and personal experiences are welcomed, included and can thrive.
*Medical Assistant/Medical Secretarial experience a plus*
This position is primarily responsible for increasing the number of referrals to hospital specialists, programs and testing by enhancing referral relationships and streamlining access. Manages calls to assist families with scheduling and non-clinical needs related to their visit. Provides superior customer service with appropriate resolution. Patient concierge/navigator performs rounds, much like physicians and nurses, but unlike medical professionals, the concierge/navigator strictly focus on making patients and patient families' hospital visit comfortable and convenient.
Coordinating appointments to ACH specialists, programs, and diagnostic testing in appropriate time frame with the correct provider, in the right location.
Answering general questions about ACH services.
Connecting patients/families to ACH departments and services
Maintains communication with referring physicians/physician offices regarding outcome of referrals
Establish and maintain business relationships with ACH Physicians and staff develop strong knowledge of ACH and its services
Interface with patients/families to schedule and build appointment volume.
Participates in community marketing and business development functions of ACH to increase referral and enhance relationships.
Plans, organizes, prioritizes, and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and organizational objectives.
Ensures department productivity standards are met/exceeded.
Maintains up-to-date knowledge of computer systems, insurance/government regulations and Patient Access policies/procedures used within the department. Performs other duties as assigned.
Other duties as required.
This role encounters Protected Health Information (PHI) as part of regular responsibilities. ACH employees must abide by all requirements to maintain PHI safely and securely for our patients
High level of interpersonal skills to handle sensitive and confidential situations and documentation. Uses good judgment in maintaining confidentiality in all aspects of the position.
Demonstrated skills in attention to detail in composing, typing and proofing materials.
Skills in communication, both verbal and written to effectively communicate HR programs. Resolve employee relations issues.
Education and Experience
High School or Equivalent required. Additional education is a plus.
Minimum of 1 year of experience in customer service is required, customer service in a healthcare environment is preferred.
Experience in marketing, community function, volunteer activities preferred.
Akron Children's Hospital is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.
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