What are the responsibilities and job description for the Access Call Center Representative position at Children's National Health System?

Description Schedule, pre-certify, verify and document procedures for ancillary services and minor surgical treatments. Serve as a liaison between call center, clinics, and external providers. Provide accurate documentation following all established protocols to register and schedule patients' appointments by telephone. Ensure that appointments are scheduled in accordance within departmental guidelines. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Perform responsibilities within established customer service standards. Provide assistance to other employees within their department as well as other departments. Qualifications Minimum Education

High School Diploma or GED (Required)

Associate's Degree (Preferred)

Minimum Work Experience

3 years Experience performing patient registration and scheduling, medical insurance screening and verification (Required)

Required Skills / Knowledge

Excellent customer service skills

Demonstrated problem solving and critical thinking skills

Computer knowledge necessary

Microsoft Office experience required

Must complete Patient Access training curriculum and pass all competency assessments, including the ability to type minimum of 30 words per minute

Knowledge of medical terminology and CPT-4 / ICD-10 coding required

Functional Accountabilities

Registration and Scheduling Services

Ensure accuracy of scheduling patients using the applicable scheduling system for the department : schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.
Review patient Surgical Plan of Care from Physician when scheduled in conjunction with diagnostic exams. Schedule complex ancillary and non-complex surgical procedures using scheduling system; while coordinating with both the physician's and parent's schedules
Complete computer aided, on-line registration screen with parent / guardian via telephone or in person in professional & courteous manner.
Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy
Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.
Responsible for information distributed via email; check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day)

Verifying Insurance / Authorization

Verify insurance eligibility using applicable eligibility system. Ensure that managed care carve outs (ie : lab and radiology) are adhered to. Notify insurance companies or review agency as required by hospital contract and document notification as defined by policy.

Obtain authorizations as needed with clinical information; document authorization in the patient account accordingly.

Notify parents of the need for completed insurance referral form or pre-authorization prior to scheduled / unscheduled appointment.

Performance Improvement, Mentoring, and Training

Monitor and correct registration errors on a daily basis ensuring quality standards.

Provide input to manager about registration errors for ongoing training purposes.

Work with manager to reduce registration and authorization denials.

Provide expertise to peers throughout the institution : collaborate with peers to ensure exams are scheduled appropriately.

Productivity and Quality

Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager / supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively.

Respond to patient portal work lists (i.e. appointment requests, fax queues, email requests, etc.).

Maintain high ACD Quality departmental standards including but not limited to scripting, abandonment rate, call to answer, availability.

Anticipate customer service needs to "prevent fires".

Program Knowledge

Stay current on insurance company updates and changes provided by the Financial Clearance Center.

Understand Call Center functions, staffing and processing; complete all required fields of information in the appropriate system.

Learn and maintain working knowledge of current and new systems.

Organizational Accountabilities

Organizational Accountabilities (Staff)

Organizational Commitment / Identification

Anticipate and responds to customer needs; follows up until needs are met

Teamwork / Communication

Demonstrate collaborative and respectful behavior

Partner with all team members to achieve goals

Receptive to others' ideas and opinions

Performance Improvement / Problem-solving

Contribute to a positive work environment

Demonstrate flexibility and willingness to change

Identify opportunities to improve clinical and administrative processes

Make appropriate decisions, using sound judgment

Cost Management / Financial Responsibility

Use resources efficiently

Search for less costly ways of doing things

Safety

Speak up when team members appear to exhibit unsafe behavior or performance

Continuously validate and verify information needed for decision making or documentation

Stop in the face of uncertainty and takes time to resolve the situation

Demonstrate accurate, clear and timely verbal and written communication

Actively promote safety for patients, families, visitors and co-workers

Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Primary Location : Maryland-Silver Spring Work Locations : Dorchester 12200 Plum Orchard Dr Silver Spring 20904 Job : Administrative Support / Customer Service Organization : Finance Position Status : R (Regular) - FT - Full-Time Shift : Day Work Schedule : 8 : 30am-5 : 00pm Job Posting : Nov 19, 2024, 4 : 45 : 20 PM Full-Time Salary Range : 37232 - 62046.4

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What are the responsibilities and job description for the Access Call Center Representative position at Children's National Health System?

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