Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values. Requires a high level of public contact and excellent interpersonal skills. Ability to work in a fast-paced metric driven environment that is patient centered.
Obtains required information for hospital and physician records, governmental requirements, billing and third-party payer needs. Enters accurate patient information into the electronic health record. Maintains confidentiality of patient information and complies with HIPAA regulations Correctly transcribes and validates patient orders.
Schedule, re-schedule, and cancel appointments in the electronic health record at the request of the patient, receiving department or ordering provider. Verifies and correctly assigns insurance coverages based on eligibility responses. Creates a transparent financial experience including generation of estimate, explains patient liability, and collects prepayments and/or on outstanding balances.
Monitors, resolves, and assigns work queue items to Patient Access team to ensure timely resolution. Serves as a preceptor for the Revenue Cycle Shadowing program. Serves as a preceptor/mentor for Patient Access Representatives and assists with patient escalations.
Advocates for patient portal (MyChart) engagement and activates upon patient request. Assists patients with navigation and troubleshooting in MyChart. Thorough understanding of KPI’s and thresholds to measure productivity.
Identifies areas of opportunity to increase productivity and improve KPI’s. Assists with wayfinding and connecting patient to care. Identifies process opportunities and participates in department improvement initiatives.
Performs all other duties as assigned.
Education &
High school diploma or GED preferred. In lieu of high school diploma or GED, experience in a related field may be considered.
Strong interpersonal skills, communication skills, and attention to detail while demonstrating the ability to problem solve. Advanced knowledge of Windows computer system, including Mircrosoft Office products. Prior healthcare, medical office, or insurance experience required.
Experience in a call center environment preferred.
Degrees: High School Diploma/GED
Full time