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. Must have working knowledge of computers and various applications. This position also plays a key role in the charge capture and revenue cycle process. Answers all calls utilizing the EHC customer service model. Assists in the selection of patient appointments based on patient needs and urgency. Participates as a key contributor to the Press Ganey patient satisfaction initiatives within the department. Facilitates resolution of patient concerns. Confirms patient appointments via telephone per PASS guidelines. Answers and directs incoming calls according to PASS guidelines. Successfully completes initial training program through Central Casting, as well as annual recertification. Schedules patient appointments via patient phone calls. Follows up on Televox cancellation messages. Mails appointment reminders and directions to patients. Reviews appointment detail with patient for appropriateness and completeness and resolves any issues. 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 contacts insurance carrier to obtain eligibility and benefits and takes appropriate action. Registers any new patients not pre-registered, including specialized registrations such as transplants, student health, occupational medicine, etc. and prepares medical records. Complies with all clinic and section policies and procedures, as well as EHC call center standards. Assists Master Scheduler in rescheduling appointments from bump lists and wait lists. Accesses Lotus Notes for Prescription Refills. Accesses EeMR to enter clinical messages for triage nurses.Performs other related duties as assigned or requested by any member of leadership. Verifies and processes referrals, authorizations and links to appointment. Maintains supply of necessary forms and supplies. Coordinates basic maintenance of office equipment (fax, copier, printers, etc). Maintains close working relationship with other departments to ensure effective communication of important issues, identifies problems and troubleshoots to facilitate patient care and follow-up.
MINIMUM QUALIFICATIONS: High school diploma. External - Minimum of 2 years in Healthcare or customer service industry. Internal - Successful completion of 6 months as a PSC I. Successful completion of Medical Terminology course.
PHYSICAL REQUIREMENTS (MediumMax 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional 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.