Essential FunctionsThis position is primarily responsible to perform the following:
•Serve as 1st escalation point for escalated calls and service recovery
•Responsible for scheduling from the Epic work queues not completed at time during the checkout process
•Primarily responsible for scheduling patient appointments in courteous manner
•Plans, organizes, prioritizes and maintains workflow in conjunction with targeted physicians, marketing and clinical initiatives, and UH organizational objectives
•Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location
•Verifies and inputs insurance, appointment, patient information in a timely manner
•Partner and directly communicate with clinical Navigators/identified support to facilitate 1st call resolution and appropriate patient navigation.
•Maintains up-to-date knowledge of computer systems, insurance/government regulations and Care Connection policies/procedures used within the department
•Provide Good Faith Estimates for a patient at time of scheduling
•Validates and captures primary, secondary and tertiary insurance coverage to ensure accurate billing
•Provides patient education about third party coverage and liabilities; communicate possible payment options. Collect, post, and balance co-pays, deductibles and other patient payments.
•Recruits and advises patients to access My UH Care Personal Health Record
•Scheduling appointments for post in-patients being discharged from a UH facility
•Scheduling appointments for patients discharged from UH Emergency Departments
•Reaching out to non-UH providers for scheduling follow up discharge appointments
•Real-time support of team needs and escalations associated with patient navigation and incoming referrals.
•Enforce use of approved tools and resources and adhering to standard operating procedures and protocols.
•Encourage critical thinking and solution driven mentalities.
•Serve as team advocate for system and process improvement; team engagement and retention
•Provide investigation and insight to process gaps and opportunities for streamlined workflows.
•Verify all transaction were completed accurately and inclusive of all relevant referral details.
•Participates in community marketing and business development functions of UH in order to increase referrals and enhance relationships
•Ensures department productivity standards are met/exceeded
•Manages calls to triage and provide customer with appropriate resolution, including: Coordinating appointments to all UH specialists, programs and diagnostic testing in appropriate time frame with the correct provider, in the right location
•Performs other duties as assignedThis role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.Required For All JobsPerforms other duties as assigned.Complies with all policies and standards.For specific duties and responsibilities, refer to documentation provided by the department during orientation.Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.Qualifications:Qualifications
Education
High School Equivalent / GED RequiredAssociate's Degree or progress towards degree PreferredWork Experience
5+ years Of professional health care experience or related health care position RequiredExperience using Epic application PreferredKnowledge, Skills, & Abilities
Flexible, detail-oriented, and organized, patient scheduling, good analytical and problem-solving/critical thinking ability. RequiredEnthusiastic, positive, and approachable individual. RequiredMust possess conflict management, and emotional intelligence Ability to function independently and as a team player in a fast-paced environment. RequiredMust have strong written and verbal communication skills. Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e. printers, copy machines, multi-line phones, FAX machines, etc.). RequiredCall Center telephone etiquette PreferredPatient and referring provider satisfaction PreferredKnowledge of healthcare operations PreferredStrong understanding of the AIDET/HEAT communication model and strong call center relationship-building skills are strongly PreferredLicenses and Certifications
Certified Healthcare Access Associate (CHAA) RequiredAdditional Licenses and Certifications
related medical certification, or take and pass RequiredPhysical Demands
Standing OccasionallyWalking OccasionallySitting ConstantlyLifting Rarely 20 lbsCarrying Rarely 20 lbsPushing Rarely 20 lbsPulling Rarely 20 lbsClimbing Rarely 20 lbsBalancing RarelyStooping RarelyKneeling RarelyCrouching RarelyCrawling RarelyReaching RarelyHandling OccasionallyGrasping OccasionallyFeeling RarelyTalking ConstantlyHearing ConstantlyRepetitive Motions FrequentlyEye/Hand/Foot Coordination Frequently
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