The incumbent reports to the Director of Revenue Management, Patient Access Services, who reports to the Associate CFO, who reports to Chief Financial Officer. Employees at this level provide patients with a broad range of complex, individualized clerical services. They may function as lead workers or may function independently in a unit. They work under general supervision from higher-level personnel.

Duties & Responsibilities:

• Verifies patient demographics. Contacts patient and reviews / updates demographic information. Documents any changes in UI Health systems. When applicable, leaves patients voicemail and documents failed attempt to reach patient.
• Verifies and documents coverage and guarantor who is eligible for service. Determines if a patient is eligible for intended care at UI Health. If necessary, contacts patients to obtain correct insurance information, or informs patient of UI Health self-pay/out-of-network policy. Updates all insurance / eligibility information in UI Health system.
• Ability to resolve missing registration errors in pre-registration and DNB work queues. Within UI Health work queues, documents and closes tasks upon completion. Updates work in progress on outstanding tasks. Maintains expected lead times and organization while completing tasks.
• May perform patient estimates and deposits, as necessary. Identifies and documents co-pay and estimated liability. Collects appropriate patient payment and processes receipts.
• Completes all required legal documentation and obtains and scans all appropriate documents.
• Secures patient authorizations and financial clearance in the pre-access workflows.
• Consistently performs and exceeds departmental expected productivity goals.
• Provides excellent customer services to patients, providers, and clinic staff in person and via telephone. Completes interactions with respect and courtesy. Provides general information regarding UI Health when appropriate. Conducts primary research of complaints received.
• Continues education on payers / payer requirements. Maintains technical knowledge of items necessary for financial clearance at UI Health for intended services. Stays up to date as policies and necessary documentation changes.
• Daily, assigns work to staff. Verifies staffing levels daily and reassigns work as needed. Completes Days out Report and day-to-day administration of incoming digital faxes.
• Audits staff productivity and phone recordings for customer service and appropriate greetings monthly.
• Conducts team huddles in absence of supervisor/manager or as directed.
• Performs other related duties as assigned.