About this position
Job Summary:
This position is responsible for patient movement coordination. This includes communicating with patient via telephone and in person, pre-registration, surgery scheduling, and patient satisfaction. The position will act as an ambassador on behalf of the company with customers, clients, and vendors in public.
ABOUT YOU: Essential Character Traits:
- Dependability and Punctual – Follows instructions, responds to management direction; Takes responsibility for own actions; Consistently at work and on time; Commits to long hours of work when necessary to reach goals.
- Team-player - Highly resourceful team-player, with the ability to be extremely effective independently.
- Quality and Quantity – Demonstrates accuracy and thoroughness, while completing work in a timely manner.
- Problem-Solver - Demonstrates proactive approaches to problem-solving and strong decision-making skills.
- Communicator – Effective management of interpersonal skills, communicates issues with high degree of professional communication through support, and responds as appropriate. Demonstrates strong emotional intelligence, relationship builder.
- Motivated – Forward thinker, who actively seeks opportunities to improve processes and efficiencies and proposes solutions. Sets and achieves challenging goals.
- Ethical – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Sensitive to cultural differences, and values diversity.
- Adaptable – Highly adaptable, embraces changes in the work environment.
Essential Duties and Responsibilities (not limited to):
- Interacts with customers, vendors, and clients with excellent customer service
- Oversight and partnership with the clinical staff to determine appropriate scheduling
- Triages phone calls to determine if scheduling need is emergent
- Transfer calls to appropriate personnel, if necessary
- Responsible for pre-registration by obtaining demographics, insurance, and other necessary information for efficient claim processing
- Oversight and monitor clinic no shows, reschedules, and cancelations to adhere with company policies
- Respond to information requests from various parties both internally and externally
- Ensure appointment scheduling requests and referrals are processed and documented completely and in a timely manner
- Responsible for providing support to clinical team to facilitate the administrative components of clinic referrals, surgical orders, out-patient testing, and external referrals
- Scan internal and/or external documentation into appropriate patient records
- Monitor referral patterns and reports back to immediate supervisor
- Answer a high volume of incoming telephone calls and facsimiles from external facilities
- Process referrals and respond to general information requests via facsimiles and telephone
- Review referrals and second opinion requests for completeness to adhere with company protocols
- Promptly complete and resolve all orders for out-patient testing, surgery, and external referrals
- Prepare surgical reports for physicians and/or clinical staff
- Review orders for completeness and follows up for additional information if necessary
- Collection of bad debt and balances on patient accounts
- Effective and detailed written and oral communication with physicians, patients, facilities, and vendors
- Assist the Workers’ Compensation Coordinator with coordinating surgeries and/or other services needed
- Follows all HIPAA, compliance, privacy, and confidentiality standards
- Performs other clerical duties as needed
- Maintain a clean workspace
- Other duties as assigned
- Regular in office attendance, required
Skills and/or Qualifications (not limited to):
- Type 30-40 wpm
- 1-4 years’ experience in high-volume interactive customer service
- Fluent Medical Terminology, orthopaedics preferred
- Ability to prioritize and perform multiple tasks simultaneously
- Ability to understand and carry out complex oral and written instructions
- Proficient in Microsoft Office Outlook, Word, Excel, Power Point, and Adobe Acrobat
- Excellent customer service, verbal, and written communication skills
- Knowledge of HIPAA guidelines and regulations.
Physical Requirements:
- Prolonged period of sitting at a desk and working on a computer
- Prolonged periods of being on phone calls
- Bending/twisting/lifting
- Ability to lift and/or carry up to twenty (20) pounds
- Keen sense of eyesight and hearing
- Ability to stand or sit for an extended period
- Ability to lift, grip, carry, touch, speak, and listen
Education and/or Experience:
- Required High School diploma or GED
- One (1) to three (3) years of experience in high-volume interactive healthcare facility
- Medical Terminology, orthopaedics preferred
- ICD-10 and CPT coding knowledge, preferred
- 1-3 years’ experience with medical office or insurance knowledge