JOB DESCRIPTION: This position contains technical aspects, but requires high-level customer service skills, excellent interpersonal and communication skills, and a high degree of independent decision-making. This position also plays a key role in the charge capture and revenue cycle process. Greets and welcomes all customers utilizing the EHC customer service model. Participates as a key contributor to the Press Ganey patient satisfaction initiatives within the department. Reviews all appointments prior to patients arrival for appropriateness and completeness and resolves any issues. Sorts and distributes reports daily. Arrives patient appointments in IDX and presents appropriate paperwork to patient. Verifies the accuracy of patient demographics and insurance information, updating IDX when applicable. Reviews insurance eligibility and primary care provider information via online insurance verification system and/or contact insurance carrier to obtain eligibility and benefits and takes appropriate action. Collects all payments according to guidelines and enters into IDX. Identifies and process case specific special billing requirements; i.e., dental or company billing. Notifies clinical staff to patient arrival status per section guidelines. Checks out patients ensuring all TEC financial and service requirements have been fulfilled. Enters outpatient and inpatient charges into IDX. Schedules all walk-in or add-on appointments and prepares necessary paperwork. Registers any new patients not pre-registered including those requiring specialized registration such as transplants, student health and occupational medicine. Verifies and processes referrals, authorizations and links to appointment. Balances and closes all charge and payment batches by the end of each day. Schedules ancillary services. Complies with all clinic and section policies and procedures. Reviews schedules periodically throughout the day to ensure all appointment status are correct in IDX. Reviews and resolve daily listing of past pending appointments, missing referrals and missing charges. Completes productivity reports; i.e., patient count, copay and collection reports. Facilitates resolution of patient concerns. Assists with patient flow by tracking and monitoring patient wait times. Answers and directs incoming calls according to section guidelines. Arranges transportation for ambulatory patients. Attends training classes and meetings as scheduled. Prepares all source documents for imaging. Performs other related duties as assigned or requested by any member of management. Prepares encounter forms for inpatient and nursing home billing.
MINIMUM QUALIFICATIONS: High school diploma. External - Minimum of 2 years in Healthcare or customer service industry. Successful completion of all Central Casting training requirements including certification and recertification. Successful completion of EHC medical terminology course or EHC medical terminology course initiated within 90 days, and successfully completed within 6 months from date of hire. Internal - Successfully completed 12 months as a PSC I. Successful completion of annual PSC recertification via on-line courses.
PHYSICAL REQUIREMENTS: 1-10 lbs 0-33% of the work day (occasionally), negligible 34-66% of the workday (frequently), negligible 67-100% of the workday (constantly). Lifting 10 lbs max, carrying of small articles such as dockets, ledgers, files, small tools, occasional standing & walking, frequent sitting, close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste. chemicals/gases/fumes/vapors, communicable diseases, electrical shock, floor surfaces, hot/cold temperatures, indoor/outdoor conditions, latex, lighting patient care/handling injuries, radiation, shift work, travel may be required, use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.