Description:

Interviews patients and gathers information to assure appropriate pathway selection which will include but not be limited to accurate and timely scheduling, registration, insurance verification and claims submission.

Interprets information collected to determine and create comprehensive patient and visit specific medical and billing records.

Utilizes multiple system applications simultaneously to rout patients to the correct pathway every time which will include but not be limited to complete the scheduling, order management, pre-registration and insurance verification processes, and appropriately.

Provides information to patients concerning hospital policies and regulatory requirements utilizing effective interpersonal and guest-relations skills while integrating the organization's "Never Say No" initiative.

Obtains dates of previous services to determine eligibility for future services using Allscripts.

Uses prior study physician recommendations from Allscripts to determine appropriate next test to schedule.

Schedules STAT appointments, block appointments and obtaining department approvals for complex procedures.

Schedules services via web enabled system applications for specific physician practices.

Assists with training of new employees and cross training of other team members.

Ensures that all physician orders have been obtained from ordering practices for upcoming scheduled services. Verifies that the services on the schedule match those ordered by the doctor.

Reviews, analyzes and corrects report entries to ensure accurate scheduling and registration, and makes sure insurance and billing requirements are met prior to services being rendered.

Verifies insurance coverage using Real Time Eligibility system tool for all scheduled services to facilitate accurate assignment of financial responsibility and claims submission.

Identifies opportunities to improve the quality of scheduling, registration and/or verification processes.

Responds to patient questions concerning their scheduled services, registration, insurance eligibility and payment requirements as related to their scheduled services.

Demonstrates accountability to follow-up with patients concerning requests for information of action regarding their appointment and/or account.

Demonstrates team-player abilities and seamless service to patients.

Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions, and participate in their resolution.

Maintains the confidentiality of information acquired pertaining to patient, physicians, employees, and visitors to Holy Cross Health. Discusses patient and hospital information only among appropriate personnel in appropriately private places.

Behaves in accordance with the Mission, Vision, and Values of Holy Cross Health.

Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.

Other duties as assigned.

MINIMUM QUALIFICATIONS

Medical scheduling experience and extensive customer service background is required. Experience with call center technology is highly desirable. Must demonstrate critical thinking and sound judgement under high paced stressful environment.

Education: Requires high school diploma or equivalent; 1-2 years post high school education and/or training or the equivalent.

Must possess the ability to comply with Trinity Health policies and procedures. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

REQUIRED SKILLS AND ABILITIES

• Demonstrated computerized system application experience.
• Critical thinking and problem-solving skills.
• Analytical ability to effectively and efficiently resolve registration, scheduling and insurance issues.
• Exceptional interpersonal communication skills to effectively communicate with patients, team members, clinical colleagues, medical staff, external agencies and contacts.
• Exceptional customer services skills and positive personality attributes.
• Patience in dealing with ordinary, arduous or emotional patients.
• Use of telephones and call center technology.

  WORKING CONDITIONS

• Call Center environment.