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. Arrives patient appointments in GE/GECB and presents appropriate paperwork to patient. Notifies clinical staff of patient arrival status per section guidelines. Facilitates resolution of patient concerns.Assists with patient flow by tracking and monitoring patient wait times. Arranges transportation for ambulatory patients. Reviews all appointments prior to patient's arrival for appropriateness and completeness and resolve any issues. Sorts and distributes reports daily. 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. Checks out patients ensuring all TEC financial and service requirements have been fulfilled. 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. 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 GE/GECB. Completes productivity reports; i.e., patient count, copay and collection reports. Answers and directs incoming calls according to section guidelines. Attends training classes and meetings as scheduled. Prepares all source documents for imaging. Maintains supply of necessary forms and supplies. Coordinates basic maintenance of office equipment (fax, copier, printers, etc). Collects all payments according to guidelines and enters into GE/GECB. Identifies and processes case specific special billing requirements; i.e., dental or company billing. Balances and closes all charge and payment batches by the end of each day. 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. Performs other related duties as assigned or requested by any member of leadership.
MINIMUM QUALIFICATIONS:
High school diploma/GED or equivalent preferred and twelve (12) months experience in healthcare or customer service OR a Bachelor's degree.
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.
