Caring For the Community You Love

Choose a career to make a difference in peoples lives every day choose Fisher-Titus!

Perks of working at Fisher-Titus:

• Hours of Work- Full time
• Comprehensive Benefits Package- Medical & Dental coverage 401K match paid time off tuition assistance and more!
• Shift Weekend & PRN differential

About Fisher-Titus:

Fisher-Titus proudly serves the greater Huron County areas 70000-plus residents by providing a full continuum of health and wellness care from heart and cancer care to outpatient services such as lab imaging and physical rehabilitation.

Vision: Be the first choice for healthcare and employment within our community

Mission: Deliver compassionate and convenient care to the highest level of excellence that promotes lifelong health and wellness for our community

General Summary:

Plans develops updates and delivers training and quality control processes across the revenue cycle. Provides onboarding coaching scripting and competency validation to ensure accurate registration/scheduling outstanding customer service compliance and optimal financial partnership with Patient Access leadership and the Business Office supports the general setup and training of Billing staff and back-end protocols to promote standard work productivity and appropriate reimbursement. Continuously evaluates performance metrics and feedback to improve workflows training materials and departmental readiness for change.

Reports to:

Patient Access Supervisor-Patient Registration with collaboration of Revenue Cycle/Business Office leadership

Education Licensure Registration and Experience:

• Associate degree in a health-related field or equivalent combination of education and experience
• 2 years of Patient Access experience preferred
• Prior experience training mentoring auditing or leading workflow improvement preferred
• Working knowledge of revenue cycle workflows payer/authorization requirements and patient financial experience concepts
• Proficiency with Microsoft applications and hospital systems; ability to learn and support multiple applications/work queues
• Excellent customer service communication and coaching skills; able to write clear step-by-step procedures
• Motivated goal-oriented and able to manage multiple priorities in a fast-changing environment

Essential Functions:

• Train and onboard Patient Access staff using structured orientation plans job aids and competency checklists.
• Develop and maintain training materials including step-by-step procedures workflows scripting and reference guides that meet regulatory/accreditation standards and support consistent performance.
• Perform quality control and competency validation through observation account audits and documentation review to ensure accurate demographics insurance capture authorizations ABNs/consents as applicable and compliance with policies.
• Track and report training progress (e.g. 30/60/90-day checkpoints) and provide coaching plans; communicate performance and readiness to Patient Access leadership.
• Identify and target improvement opportunities based on feedback from Revenue Cycle partners (Coding Billing HIM Clinical areas) and key metrics; recommend process changes and support implementation.
• Support Business Office/Billing training by assisting with general setup for new billing staff reinforcing standard work and providing introductory education on back-end functions account follow-up concepts and patient/customer service expectations.
• Coordinate training logistics including scheduling classroom/meeting space training calendars and maintenance of a resource library (job aids manuals and online references).
• Serve as a subject matter resource for Patient Access and assigned Business Office workflows; respond to questions troubleshoot routine issues and escalate when needed.
• Promote excellent customer service by modeling service behaviors supporting service recovery scripting and maintaining positive working relationships with internal/external customers.
• Support change management by helping staff adapt to new processes/technology and partnering with Revenue Cycle departments to ensure a smooth transition.
• Maintain compliance and confidentiality; understand and support Corporate Compliance requirements and report potential non-compliance per policy.
• Operational support: ability to work varied shifts as needed (including occasional weekends) and provide coverage/leadership support when Patient Access leadership is unavailable.

Working Conditions:

• Stand/Walk 6-8 hrs
• Sit 1-2 hrs
• Bend Up to 1/3 of time
• Squat - Up to 1/3 of time
• Climb N/A
  Reach Up to 1/3 of time
• Lift - Up to 1/3 of time
• Carry N/A
• Push - Up to 1/3 of time
• Pull - Up to 1/3 of time
• Right Hand - Precise Motor Function (Or Fine Manipulation)
• Left Hand - Precise Motor Function (Or Fine Manipulation)
• Right Foot - Gross Motor Function
• Left Foot - Gross Motor Function
• Up to 25 pounds 1/3 or more of the time
  Body Fluid Exposure - Yes

Standards of Employment:

Attends all mandatory education programs and can describe his or her responsibilities related to general safety and regulatory compliance.

Appearance is professional neat clean and appropriate for the work environment. Wears proper photoidentification badge while on duty.

Maintains confidentiality of all hospital and patient information at all times as observed by peers and management.

Attends monthly staff meetings and participates in monthly rounding process with manager to assure effective and timely two-way communications.

Participates in and completes required department specific education and training programs and can describe his or her responsibilities related to department safety and specific job-related hazards.

Follows safety and security policies including exposure control plans/blood borne and airborne pathogens.

Core Requirements:

Supports the mission vision and CARES values of Fisher Titus.

Is knowledgeable of patient rights and ensures an atmosphere which allows for the privacy dignity and well-being of all patients in a safe secure environment.

Supports cooperates with and implements specific procedures and programs for:

1. Safety including universal precautions and safe work practices established fire/safety/disaster plans risk management and security report and/or correct unsafe working conditions equipment repair and maintenance needs.

1. Confidentiality of all data including patient employee and operations data.

1. Quality Assurance and compliance with all regulatory requirements.

1. Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.

Key Service Behavior:

Communicates with Compassion - Every patient Every time

• Engages in active listening skills
• Utilizes the AIDET communication tool
• Uses key words at key times
• Utilizes HEART service recovery techniques

Demonstrates Service Etiquette - Every patient Every time

• Smiles and greets patients using the 10/5 rule
• Demonstrates a calm positive attitude through tone and body language
• Ensures patient privacy and promotes a healing environment
• Adjusts approach to respect the diversity of patients
• Assesses and manages patients expectations of care

Commitment to Safety - Every patient Every time

• Follows established safety guidelines to reduce risk of adverse event through early recognition
• Commits to the Culture of Safety; If you see something say something

Delivering High Quality Care - Every patient Every time

• Commits to efficient effective and purposeful work and delivery of care
• Engages in practices that will continually improve processes

Required Experience:

IC