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Patient Access Care Specialist West Valley - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Mesa, AZ Mesa, Arizona |
About this job
Job Summary
This position is responsible for scheduling patient access needs for the organization's patients, physicians and medical facilities across the system by coordinating all aspects including, but not limiting to, facility resources, physicians, authorizations, insurance verification and setting payment expectations to avoid surprises at the point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides patients with an exceptional access experience that is easy, empathetic and differentiated in the marketplace.
Essential Functions
* Delivers an easy, empathetic and differentiated patient experience in scheduling medical access through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers. Receives and initiates calls to/from patients, providers, provider offices and facilities for scheduling access to services.
* Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards. Utilizes effective thought leadership in identifying alternative schedule solutions in the event patients preference is not available.
* Obtains and documents required authorizations, referrals, or other requirements as determined by various facilities and insurance carriers. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.
* Provides patients with information, pre and post-test instruction and directions, location directions, and answers to questions. Refers questions to medical offices as appropriate. Ensures patient has no surprises at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable.
* Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.
* Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system. Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facilitys policy.
* Where applicable, collects pre-payments and verifies insurance coverage to ensure no surprises and enable patient ease.
Minimum Qualifications
High school diploma/GED or equivalent working knowledge.
Demonstrated ability to provide essential customer service and knowledge in a high paced contact center environment as typically demonstrated with 1 year of experience, preferably in a leading customer service brand, healthcare or managed care. Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional solutions / service oriented demeanor at all times. Effective ability in building customer loyalty through a willingness to care for the consumer, as well as, providing an easy experience. Demonstrated ability to utilize computer and typing skills.
Excellent communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the companys customer information systems, as well as, fundamental knowledge of the organizations benefit programs, as described above. Must possess excellent organizational and time management skills to display the ability to provide timely, accurate information on a variety of benefit-oriented subjects.
Preferred Qualifications
Experience in an in-bound call center or scheduler in a practice management environment preferred.
Additional related education and/or experience preferred.
This position is responsible for scheduling patient access needs for the organization's patients, physicians and medical facilities across the system by coordinating all aspects including, but not limiting to, facility resources, physicians, authorizations, insurance verification and setting payment expectations to avoid surprises at the point of service. Using a broad understanding of customer engagement strategies, clinical procedures and company facilities, this position provides patients with an exceptional access experience that is easy, empathetic and differentiated in the marketplace.
Essential Functions
* Delivers an easy, empathetic and differentiated patient experience in scheduling medical access through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers. Receives and initiates calls to/from patients, providers, provider offices and facilities for scheduling access to services.
* Effectively schedules appointments, tests and/or procedures leveraging various electronic medical record / scheduling software systems according to protocols established by clinical staff and scheduling standards. Utilizes effective thought leadership in identifying alternative schedule solutions in the event patients preference is not available.
* Obtains and documents required authorizations, referrals, or other requirements as determined by various facilities and insurance carriers. Acquires and documents pertinent patient medical information in accordance with procedural guidelines.
* Provides patients with information, pre and post-test instruction and directions, location directions, and answers to questions. Refers questions to medical offices as appropriate. Ensures patient has no surprises at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable.
* Effectively communicates and builds impactful relationships through written, digital and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipates patient and provider needs and responds accordingly.
* Solicits, labels, stores and manages scanned documents and orders received from physician offices in the document imaging software system. Ensures that all appropriate documents are received prior to appointments and ensures that orders are compliant with each facilitys policy.
* Where applicable, collects pre-payments and verifies insurance coverage to ensure no surprises and enable patient ease.
Minimum Qualifications
High school diploma/GED or equivalent working knowledge.
Demonstrated ability to provide essential customer service and knowledge in a high paced contact center environment as typically demonstrated with 1 year of experience, preferably in a leading customer service brand, healthcare or managed care. Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional solutions / service oriented demeanor at all times. Effective ability in building customer loyalty through a willingness to care for the consumer, as well as, providing an easy experience. Demonstrated ability to utilize computer and typing skills.
Excellent communication skills to maintain a positive and helpful attitude with customers, providers and clinic operations. Must have the ability to follow oral and written directions as they relate to the functions listed above. Must have the ability to acquire and utilize a sound knowledge of the companys customer information systems, as well as, fundamental knowledge of the organizations benefit programs, as described above. Must possess excellent organizational and time management skills to display the ability to provide timely, accurate information on a variety of benefit-oriented subjects.
Preferred Qualifications
Experience in an in-bound call center or scheduler in a practice management environment preferred.
Additional related education and/or experience preferred.
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