Description
*** Hybrid or Remote ***
*** 8 hour shifts - 5 days a week ***
Summary of Position:
The Patient Services Coordinator serves as Barton's initial point of contact for various healthcare services with the knowledge and ability to address callers needs. This position schedules new and returning patient appointments for a variety of areas of care, supports clinical areas with schedule change requests, works to ensure all appointments have a verified insurance plan or self-pay, and any necessary authorizations have been obtained. This position is the first point of contact for patient requests regarding medical refills, results and clinical care questions.
This team member will also participate in health maintenance outreach calls to our patients, provide billing assistance to patients by phone, collect payments on patient accounts or guide them in payment options, review accounts for delinquency, and follow department policies to resolve accounts. The team member is expected to provide the highest level of customer service with a sense of urgency, reliability, data entry skills, and a spirit of teamwork. The team member must be skilled in active listening, proper phone etiquette, and possess outstanding verbal and writing skills. The team member is expected to provide exceptional and personalized service with every interaction.
Qualification
Education:
• High School diploma or GED strongly preferred.
Experience:
● Minimum of two years of work experience in a customer service environment dealing with patients, staff and volunteers of diverse educational, economic and cultural backgrounds preferred.
● Previous experience in the healthcare industry is preferred.
● Previous experience in customer service is preferred.
● Previous experience in orthopedics, family practice, specialty clinic, or rehabilitation services preferred.
● Previous experience with EPIC preferred.
● Experience working in a rural health clinic or a federally qualified health center preferred.
● Basic insurance and medical terminology knowledge preferred.
Knowledge/Skills/Abilities:
● Strong computer skills, including Microsoft Office, Google and WebEx.
● Exceptional verbal, reading, and writing skills, ability to multi-task and stay organized.
● Ability to work independently, as well as part of a team, and effectively manage and prioritize conflicting demands and to maintain adherence to strict deadlines
● Requires critical thinking skills, analytical skills and the ability to work with minimal supervision.
● Must be able to take appropriate action and maintain composure in a stressful high call volume environment.
● Able to work with diverse populations (patient, staff, physicians) under difficult and stressful challenging situations.
● Knowledge of or willing to obtain knowledge of HIPAA and State regulations for privacy and confidentiality of medical records.
● Knowledge of federal and state funded health coverage preferred.In compliance with patient safety standards, must be able to effectively communicate in English; Bilingual abilities preferred
Certifications/Licensure:
• N/A
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear.
• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.
• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.
• The employee must occasionally lift and/or move up to 25 pounds.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.
• Occasional travel to various health system locations.
Essential Functions
1. Provides consistently exceptional care.
2. Provides exceptional customer service by answering calls, routing callers, answering routine questions, including patient billing questions and returns calls in a timely manner.
3. Schedules medical appointments according to practice guidelines and pre-registers patients to ensure accuracy.
4. Obtains authorization for services, verifies insurance benefits and creates good faith estimates.
5. Completes patient registration work queues and in-baskets timely.
6. Accurately document patient communication and route calls to the appropriate area, as necessary.
7. Prepares clinic schedules and paperwork for the next business day.
8. Provides routine information to insurance companies.
9. Reviews accounts for guarantor credits, delinquency, and communicating with patients by telephone, statement and letter.
10. Screens patients for financial assistance, coordinating applicants for government or hospital assistance.
11. Performs patient account adjustments, such as small balance, bad debt, collection and those approved by leadership.
12. Accepts and collects current and outstanding patient amounts due and balances the electronic cash drawer daily, ensuring payments are posted accurately.
13. Communicates problems as they arise through proper channels.
14. Ensures availability of treatment information by filing and retrieving patient records.
15. Performs follow-up on returned mail and interoffice correspondence, ensuring that agent correspondence and time-dated materials are prioritized
16. Responds to the needs of the department by performing other duties, as necessary.
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