As skilled colleagues and intensive collaborators, we leverage administrative expertise to empower both our hospital departments and our patients. We often represent a patient’s first point-of-contact with NewYork-Presbyterian. We also often make the all-important “first impression.”
Achieving in a multitude of organizational and patient settings, we represent our vast team of patient financial advisors (PFAs), registrars, unit clerks and secretaries, staff assistants, administrative assistants and more. In line with our core hospital values, we are patient- and NOT process-centered. Rather, we utilize process to provide the efficiency and kindness that makes a difficult time easier.
Together, we work to deliver a caliber of service that instills healthcare with the utmost humanity. We believe that superior customer service is a commitment and a discipline. That’s why we participate in continuing educational inservices. We also regularly communicate patient feedback and concerns to our clinical and non-clinical associates.
We show sensitivity, diplomacy and understanding in all matters involving the patient: from insurance coverage to Medicaid to Medicare to the way we affix the patient’s ID badge. We’re even unrolling a pager check-in system at many of our sites. This provides patients and families more freedom in the waiting room area. Much like the reservation system used at many restaurants, this pager buzzes the patient to notify him or her when his or her room is ready. The patient response to this system has been overwhelmingly positive.
For our efforts, we are regularly honored with Falcon Awards by hospital leadership and Shining Star Awards by families and patients. As the first point of contact, many of us receive a uniform allowance (allowing us to best represent the hospital). As respected colleagues, we also represent an active voice in our daily department huddles.
Revenue Cycle Academy
This exciting program allows all levels of administrative and financial professionals (especially our PFAs) to enhance their expertise in our revenue cycle solutions. Striking a balance between classroom and e-learning, we catalyze learning and expand our knowledge in such payment areas as insurance coverages, Medicare and Medicaid. We also place an emphasis on personal development through superior customer service. The program is an incredible opportunity to network with colleagues throughout the hospital.
Doctors initially told Danion’s mother that there was no way to save him. But his mother pushed on and came to NYP, where they agreed to accept the case. His surgeon, Dr. Mark Souweidane says, “It was one of the largest tumors I’ve ever seen.”