[Hiring] Patient Scheduling Representative @Northern Arizona Healthcare

Role Description

This is a remote role open to residents of Arizona only. The Patient Scheduling Representative is responsible for the verification and collection of patient demographic and insurance information by direct data entry to the electronic medical record during the scheduling/referrals. S/he conducts either face-to-face or inbound/outbound telephonic interviews with the patient or authorized representative to secure information specific to requested services; accurately documenting the discussion and other referral/scheduling activities in the encounter, schedule book, and patient chart. Demonstrates customer-centric focus in all interactions with internal and external customers as well as an understanding of and ability to achieve acceptable performance standards as defined by Integrated Patient Scheduling Management.

Responsibilities

• Patient Registration and Scheduling
  • Demonstrates ability to navigate web-based products or system applications required for registration or scheduling.
  • Accurate identification of patient for direct data entry of required clinical, demographic, and insurance information to the electronic medical record during registration or for appointment booking of assigned services.
  • Provides general explanation of scheduled procedures and patient instructions that are necessary for conducting medical services.
  • Ensures system documentation specific to the patient visit is entered and accurately reflects activities related to patient or provider contact, order documentation, insurance verification, financial education, and payment.
  • Provides explanation of legal forms and secures signature of patient/authorized party as required for services.
  • Demonstrates basic understanding of compliance standards required within a healthcare environment including EMTALA and HIPAA-Privacy Patient Confidentiality regulations.
• Eligibility/Authorization Management
  • Accurate identification and selection of insurance carrier in the patient medical record for specified dates of medical services.
  • Navigation of web-based products or system applications to initiate and document insurance eligibility, benefit details, and authorization requirements.
  • Performs required notifications to ensure insurance authorization for identified medical services, surgical procedures, and inpatient/observation stays are secured and documented.
  • Demonstrates basic knowledge of CPT, ICD10 diagnosis coding documentation as required for medical services.
• Financial Counseling
  • Demonstrates basic knowledge of regulatory or Third Party Payer insurance requirements including Medicare, AHCCCS/Medicaid, Workers Comp and other commercial payers.
  • Educates the patient on insurance eligibility, coverage, and availability of medical financial assistance program(s).
  • Collects identified patient financial liabilities; performs secured payment entry and deposit/cash reconciliation steps.
• Revenue Cycle Support
  • Performs PBX Switchboard functions as required for answering and routing of internal/external calls; paging codes and fire alarms; handles department call volumes as assigned to appropriately respond to requests from patients, providers, or other hospital departments.
  • Acts as a resource for clinical departments for registration/scheduled services related to data entry of patient account fields, provider order requirements, and questions regarding insurance coverage or financial assistance.
• Compliance/Safety
  • Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
  • Stays current and complies with state and federal regulations/statutes and company policies that impact the employees area of responsibility.
  • If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
  • Completes all company mandatory modules and required job specific training in the specified time frame.

Qualifications

• High School Diploma or GED - Required
• Medical Terminology Coursework - Preferred
• Basic level of computer skills including keyboarding of 25 - 35 words per minute - Preferred
• 1 year of call center or customer service experience, or 1 year of experience in a medical facility - Preferred
• Proficiency in Microsoft Applications (Excel, Word, PowerPoint) - Preferred