Central Scheduling— fast-paced, patient focused call center team
Position Summary
The Patient Access Specialist is responsible for supporting Patient Access Services and Clinics at the Crystal Clinic Orthopaedic Center through training and education of new and current employees, providing financial counseling support to uninsured or underinsured patients, educating patients on benefits and out of pocket expenses, and providing coverage for access related functions at all locations throughout CCOC, including but not limited to training of staff on Patient Access functions, registration, scheduling including telehealth for clinics and total joint classes, insurance verification, and coverage to registration functions in other departments, locations, or service lines outside of Patient Access Services (Rehab Services, Radiology, Quick Care, Hospital, Surgery Center, or other areas not defined).
Essential Job Functions/AccountabilitiesRegisters patients in an accurate, efficient, and professional manner to insure integrity of patient data in Cerner and Centricity systems; Conducts patient/guarantor interviews, explains hospital policies, financial responsibilities and Patient Rights and Responsibilities and Notice of Privacy Practices; Follows check-in procedures consistently for all patients ensuring that all forms are collected, completed, signed, and scanned into systems; Verifies insurance eligibility for upcoming patient appointments using, eligibility system; Provides advanced Insurance Verification when a response is not provided through automated systems, or requires further investigation by accessing insurance websites or occasional phone contact. Maintains confidentiality of sensitive information including, but not limited to, patient records, charts, hospital documents and employee information without exception, according to HIPAA guidelines.
Stays updated with all point of service, pre-registration, registration, detail charge entry, insurance verification, authorizations for outpatient appointments or other services as appropriate to the staffing needs per location, and scheduling needs of the department. Answers questions and assists in problem solving; Provides technical guidance to staff as well as evaluates the success of their overall learning experience and makes recommendations for performance improvements to Patient Access Leadership.
Facilitates the delivery of training and orientation to the front desk, scheduling, pre-registration, and check-out staff new to CCOC, in addition to providing continuing education to existing staff; Facilitates training sessions in department meetings, individualized instruction, or in the classroom as needed; Trains the point of service staff on co-pay collection, balancing, and batching polices.
Acts as a mentor, coach, and role model using procedural, and customer service skills and actively promotes patient access initiatives; Leads by example in conducting customer service that is consistently positive, professional, supportive and cooperative; Assists Supervisor to ensure scheduling guidelines are up to date and current.
Provides financial counseling services for patients that are uninsured, under-insured, and/or scheduled for surgery; Recruits, registers, and trains patients on how to use Patient Portal systems. Maintains strict privacy in regard to patient health and financial information; Participates in Performance Improvement activities and on-going initiatives.
All other duties not specifically assigned.
Position Requirements
Education: High school diploma or GED required. College degree or progress towards degree preferred.
Experience: One (1) year of demonstrated experience in Customer Service or various Patient Access related functions including patient registration, scheduling, verification. Proficient with Microsoft Office applications, cash handling, multitasking, excellent computer skills and knowledge of office equipment. Ability to train and cross coverage in other departments outside of Patient Access.
Technical Skills: N/A
Certifications/Licenses/Registrations: N/A
