The posting
Job Responsibilities:
Primary Function:
Perform Patient outreach to coordinate care, including schedule appointments.
Collect all patient demographics and complete a full registration in EPIC for every patient that is scheduled.
Complete review of patient coverage and submit authorizations for insurance.
Interact with health system staff in coordinating patient care.
Pharmacy prescription coordination and interactions with third parties.
Image uploads and third party radiology support for Image Library/Reading Room staff.
Excellent customer service, insurance knowledge and attention to detail are key competencies to ensure the accuracy of the patient’s medical record and a positive customer experience.
Room to grow in other areas within the health systems Radiology Department (Reading Room and Film Library)
Responsibilities:
Demonstrate ability to navigate healthcare applications (Epic, Cerner, iCite, etc.) and Call Center applications/telecom equipment (Kyruus, Genesys, etc.)
Gain knowledge of physician, department and overall healthcare scheduling processes to ensure accurate and appropriate physician/service referrals/appointment and scheduling of all outpatient services/exams.
Complete a full patient registration including collection of all patient demographics, guarantor data and insurance eligibility and benefits.
Provide excellent customer service to each caller including consistent use of customer service/telephone standards.
Interacts with co-workers, visitors, and other staff consistent with the values of healthcare clients.
Will document all calls in appropriate software.
Additional Responsibilities and Competencies:
Accurate and consistent tracking of patient or third party interactions. Will ask on each call and follow PC reminders and prompts.
Appropriate greeting for each interaction, including identifying self.
Professionalism and respect at all times with patient, doctors or other healthcare parties.
Request hospital affiliation or location patient prefers.
Always offer to schedule an appointment to drive growth.
Adhere to schedule (lunch, breaks, shift starts) and attendance policies.
Direct patient access issues and concerns to Manager or Director.
Consistent use of references and software prompts to enable accurate scheduling.
Accurate registration of callers and classes, screenings, and special events.
HIPAA guidelines should be followed on all patient encounters.
Meet daily call volume ad quality metrics.
Complete outbound scheduling calls from the healthcare system work-queues.
Handling of service requests via web appointment request form.
Required Skills:
Superior Customer Service and Telephone skills
Ability to type and use a computer.
Experience in a Healthcare Environment or Appointment Scheduling.
Timeliness, patience and professionalism
Insurance knowledge, sound judgement, critical thinking, pleasant telephone voice.
Preferred: Bachelors degree in related industry or working to obtain such.
