Customer Care Navigator - Hospital MRI Scheduler

PURPOSE AND SCOPE:

The Customer Care Navigator will contribute to the goals of Shields Health Care Group by

providing exceptional customer service with professionalism, efficiency and accuracy.   The

Customer Care Navigator will perform the necessary tasks to successfully maximize the

collection of revenue and will support the Hub Manager with specialized projects.

PRIMARY RESPONSIBILITIES:

1. Manage the daily templates of all departments assigned to (Nuero/Ortho with the potential to add additional departments) ensuring that schedules are maximized, wait lists are utilized to pull in patients, and patients are communicated to if schedule changes are necessary.
2. Primary point of contact for PAS Accounts and high referring physicians.
3. Answer staff questions, make decisions on customer situations and provides performance feedback of coworkers to manager.
4. Duties of Customer Care Representative, as described below:

1. Appointment scheduling, rescheduling and canceling in a professional manner.
2. Screen patients over the telephone for contradictions to MRI or CT.  Accurately document responses in RIS system.
3. Acquire the necessary information to submit a claim for payment and receive reimbursement.
4. Prescreen all patients receiving contrast.  Educate patients with the appropriate score on the need for recent labs prior to exam.
5. Acquire the necessary films and lab reports prior to patient scan date.
6. Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).
7. Responsible for processing, cataloging and filing all fax router files received.
8. Maintain and respect confidentiality for all customer groups.
9. Respond appropriately to scheduling emergency patient situations.
10. Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.
11. Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.
12. Remain current on any changes in policies or procedures that modify daily work functions.
13. Responsible for instructions, processing and documentation of written orders

      5. Completes other projects and duties as assigned by management team.

      6. Able to appropriately train CCR staff on processes and new procedures.

EDUCATIONAL REQUIREMENTS:

1. College Degree or medical certification preferred
2. One year of medical office or healthcare administration experience

EXPERIENCE REQUIREMENTS:

1. Excellent communication skills and computer proficiency required
2. Attention to detail and typing accuracy required
3. Knowledge of anatomy, medical terminology and insurance requirements is preferred.
4. Ability to follow instructions with minimal supervision
5. One year medical billing and/or office experience is desirable
6. Proven ability to multi task and exceed customer expectations is required
7. Available as a Home Agent opportunity.

PHYSICAL REQUIREMENTS:

Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone.  Can be met with or without reasonable accommodation.

INTERNAL/EXTERNAL INTERACTIONS:

This position requires extensive interaction with all customer groups. Candidate must be personable, upbeat, fast paced and organized.

NOTE:

It is not intended that this Job Description include all details of the work functions of this position.  The incumbent will perform work of lower or equivalent classification as required or directed and work of higher classification for training and development purposes or as warranted.