Hospital Centralized Scheduling Call Center I

POSITION SUMMARY: Intake Registration Clerk interviews incoming patients or their representatives and prepares registration forms for signature, verifies insurance eligibility, benefits, authorization for services, and other information pertinent to registration, and processes charges into the computer system for services rendered. This position also includes functions of cashier, telephone operator, and health information clerk. This position completes authorizations and referrals for our hospital services.

ESSENTIAL FUNCTIONS:

• Obtains and verifies accurate registration data

• Social, financial, and personal data from the patient or representatives
• Insurance forms, copies of insurance cards and/or patient identification
• Responsible for registration process

• Determines type of services needed for Scheduling and registering (Pre-registration) or whatever is needed prior to patients being seen for services.
• Obtains necessary signatures on registration forms.
• Explains Hospital policies regarding registration and third-party payers.
• Obtains MSP forms signed and completed properly and explains this form to Medicare patients.
• Must obtain proper authorizations prior to services being rendered and take appropriate action as necessary.
• Documents account activity and financial status as necessary in notes.
• Scheduling hospital ancillary services:

• Schedule appointments for their perspective services, via phone, in person or via electronic correspondence.
• Cancel and or reschedule appointments if appropriate in coordination with the patient. And/or to include messages to corresponding departments.
• Manage electronic worklist.
• Confidentiality and security of patient health information

• Provides feedback as to the quality, accuracy, and timeliness of other departments related to the admission and billing process.
• Obtains authorization for release of records and verifies the validity of requestor.
• Timely responses to requests and inquiries by department coordinators, manager, or Director
• Performs general clerical functions.

• Answers telephone calls efficiently, politely, and as quickly as possible.
• Types, compiles necessary reports.
• Responsible for filing/scanning:

• Ancillary reports into medical record
• Completed charts in the permanent file system in correct terminal digit order
• Incomplete charts into the incomplete chart area
• Maintains filing systems to ensure accuracy and completeness of work within the department.
• Responsible for financial functions such as

• Balances cash drawers
• Accepts payments
• Generates receipts for patients & guarantors

• Completes authorizations and referrals for services, including appointments and procedures.
• Reviews patient’s medical history and insurance coverage for approval
• Contacts referring physicians for additional information if needed.
• Inputs new patient information and updates information in the EMR
• Monitor schedules
• Maintains ongoing tracking and appropriate documentation on referrals to promote team awareness and ensure patient safety.
• Review details and expectations of referral and or authorization with patients.
• Remind patients of scheduled appointments
• Authorizations
  • Process/Reviews Procedure authorizations.
  • Checks patient eligibility.
  • Checks patients benefit eligibility.
  • Schedules procedures
  • Enters all data into the EMR
• Demonstrates an understanding of Admission Policies and Procedures in performing job duties and instructing patients. Routinely uses Admissions Policy and Procedure manual and other reference materials
• Utilizes the HIS Affinity system to its full capacity. Continues to grow in the use of the computer as its capabilities expand.

OTHER RESPONSIBILITIES:

• Demonstrates an understanding of the PMHD Admission Policies and Procedures and ensures staff adherence with such processes in performing job duties
• In the absence of the Centralized Scheduling Manager acts as a department representative on the PMHD Safety Committee
• Ability to resolve customer complaints and concerns
• Ability to communicate effectively, both orally and in writing
• Ability to resolve difficult or stressful customer service issues
• Ability to perform complex tasks and to prioritize multiple projects
• Assists in the account auditing and charging processes as requested by the Centralized Scheduling Manager or Director.
• Performs all duties of the Call Center Personnel as needed.
• Performs general clerical functions
• Possesses excellent communication skills, verbal and written, and demonstrates skill in sharing information.
• Possesses high ethical standards
• Performs other related job-related duties as assigned.

JOB RELATIONSHIPS: Reports directly to the site Director of Patient Access and Centralized Scheduling Manager. Works closely with Directors, Supervisors of hospital departments, departmental lead staff, HIM Department, and Patient Accounting.

EDUCATION, KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE:

• High school education or equivalent.
• At least three years of experience in a patient registration/front office environment
• Bilingual
• Knowledge of Medical Terminology
• Mathematical ability to review statistical data on various financial records and extrapolate pertinent information.
• 10 key adding machine, typing experience, and computer friendliness is required. High proficiency with MS Office (Excel, Word, Access, and PowerPoint) is preferred.

AGE OF POPULATION SERVED:

Newborn Infant/Pediatric Adolescent Adult Geriatric All No Patient Care

PHYSICAL REQUIREMENTS: Job involves some walking, standing, sitting, lifting and carrying up to 30 pounds and computer entry.

MENTAL REQUIREMENTS: Must have sufficient emotional maturity to relate with co-workers in the work environment in a professional manner. Must be able to work as a member of a team.