PATIENT VISIT SPECIALIST-ONCOLOGY

POSITION DESCRIPTION :

The Patient Visit Specialist provides a high level of support and customer service for all patients and guests of the Cancer Center. Proactively coordinates the visit registration using all relevant systems and supports the patient visit through personalized attention to contact, check-in, check-out, and / or follow-up and other guidance to ensure the patient has a positive experience with the process. Assures that patients who are unfamiliar with cancer center are personally guided to their destination and provided a warm hand-off to the staff. Works directly with the providers to assure proper coordination of care for each patient. Acts as a point of contact person for providers and staff with any patient scheduling questions or concerns.

ESSENTIAL JOB FUNCTIONS :

The following job functions may not be the responsibility of all Patient Visit Specialists. Some Patient Visit Specialists will be assigned work that has more focused responsibilities.

• Performs insurance verification and secures authorization required for any services provided in the cancer center. Interviews patients and gathers information to assure accurate and timely registration and insurance verification, collecting complete and accurate financial and consent data during intake and registration process.
• Utilizes multiple system applications simultaneously to complete the scheduling, order management, pre-registration and insurance verification processes.
• Verifies insurance coverage using Real Time Eligibility system tool for all scheduled services to facilitate accurate assignment of financial responsibility and claims submission.
• Ensures that visit check-in is carried out efficiently to eliminate wait time when patients arrive onsite through evaluation of upcoming day schedules and contacting patients as necessary.
• Provides optimal level of customer service and professionally resolves customer issues. Assists guests with any special requests and provides information on patient itinerary for the day and any future appointments.
• Determines appropriate payment required at point of registration.
• Responds to patient questions concerning their scheduled services, registration, insurance eligibility and payment requirements as related to their scheduled services.
• Demonstrates accountability to follow-up with patients concerning requests for information or action regarding their appointment and / or account.
• Interprets information collected to determine and create comprehensive patient and visit-specific registration and billing records.
• Provides information to patients concerning hospital policies and regulatory requirements utilizing effective interpersonal and guest-relations skills.
• Reviews, analyzes and corrects report entries to ensure accurate scheduling and registration, and makes sure insurance and billing requirements are met prior to services being rendered.
• Schedules Research patients on Research protocol and ensures patient is seen within the research protocol.
• With full understanding of timing and sequencing needed for each, has responsibility for scheduling and coordination of :
• Office and infusion appointments;
• Chemotherapy teaching;
• Port placement with Interventional Radiology (IR);
• Baseline ECHOs with Michigan Heart before, during and after treatment;
• All Radiology testing and IR testing (CTs, MRIs, PET scans, paracentesis, thoracentesis, CT guided biopsies);
• Bone marrow biopsies with Special Hematology and Infusion Center; and
• Chemo and direct admits with Providers.
• Responds to problems and questions from the hospital and various departments.
• Identifies opportunities to improve the quality of scheduling, registration and / or verification processes.
• Monitors, organizes and keeps work area and waiting room neat.
• Performs other duties as assigned.

ORGANIZATIONAL EXPECTATIONS :

MEASURED BY :

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS :

EDUCATION : High School Diploma or GED. Course work in insurance / billing, medical practice education or seminars are all preferred.

CREDENTIALS / LICENSURE : None

MINIMUM EXPERIENCE : Two years of experience in a medical or physician office or comparable healthcare environment.

POSITION REQUIREMENTS (ABILITIES & SKILLS) :

MINIMUM PHYSICAL EXPECTATIONS :

MINIMUM ENVIRONMENTAL EXPECTATIONS :

This job operates in a typical hospital environment with some exposure to contagious diseases / viruses. It requires significant interaction with people (many of whom are scared, hurt and / or ill) which can be stressful and result in competing priorities.