POSITION SUMMARY
Fulfills all patient access scheduling functionalities including, but not limited to inpatient, outpatient, and physician practice appointment scheduling; accurate patient identification and recording of patient demographics, insurance information, and insurance authorizations. Provides excellent customer service skills and attention to detail. Interviews patients, patient representatives, or physician offices in order to obtain information necessary for high-quality fulfillment of duties listed above. Collaborates and works as a team with inpatient, outpatient, and physician practice staff. Demonstrates the ability to learn and operate within multiple different IT systems and programs. Exhibits effective communication skills providing for effective delivery of important information and shows competence in telecommunications. Displays professionalism and a friendly demeanor to create a welcoming experience of exceptional customer service and hospitality. Demonstrates compassion and a composed demeanor when working with patients experiencing varying degrees of clinical acuity.
MINIMUM REQUIREMENTS
Education:
High School diploma or equivalent.
Completion of a Medical Office Professional program or equivalent courses preferred.
Understanding and knowledge of medical terminology preferred.
Experience:
One to two years of customer service experience in a healthcare call center setting preferred.
Knowledge, Skills, Abilities:
Excellent customer relations skills.
Ability to speak and write clearly, communicate effectively, and to read, understand and follow written and verbal instructions.
Ability to handle high call volumes with a high level of complexity.
Ability to function accurately in a fast-paced environment with various degrees of patient acuity and needs.
Detail oriented with a proven ability to multi-task.
Working knowledge of office equipment used.
License/Certification/Registration:
None required.
SUPERVISION RECEIVED
Receives general supervision from Patient Access Supervisor(s), Manager of Patient Access, and/or Director of Revenue Cycle.
SUPERVISION GIVEN
No direct supervision. Will assist in orienting and training new employees.
ESSENTIAL FUNCTIONS
Primary responsibilities include answering scheduling telephones, requesting and recording appropriate patient information (demographic, insurance, authorization), pre-registration of patients, and coordination/scheduling of inpatient, outpatient, and physician group appointments.
Interviews patients or representatives to obtain required information according to policies and procedures.
Utilizes courteous and respectful communication skills with patients, visitors, co-workers, and physician practice representatives.
Secures accurate and complete information on all patients by asking all required questions.
Obtains all relevant demographic information needed for accurate and complete patient pre-registration.
Handles a high volume of inquiries and resolve issues based on phone calls/portal messages from patients, providers or other customers.
Demonstrates good listening-skills and message-taking to ensure the most correct and accurate delivery of a patient message or inquiry the appropriate location or clinical team.
Maintains a thorough knowledge of all aspects of Mount Nittany Health provider practices that may include complex information about providers (physicians and APCs), services and procedures provided at each of the practice sites, general information about clinic hours, directions, billing, and specific testing as well as general information about Mount Nittany Health.
Establishes familiarity with and knowledge of the answering service and forwards calls to and from the answering service daily depending on area of work.
Coordinates with clinical and department staff to assist with triaging requests in order to meet patients’ healthcare needs.
Has an up to date and thorough knowledge of all HIPAA rules and regulations and is aware of what patient information may and may not be shared and with what entities.
Participates in Quality Improvement projects.
Meets established deadlines and communicates in a timely fashion with supervisors or manager if deadlines cannot be met.
Attends any required meetings or classes as identified or offered by Patient Access Supervisor, Manager, and/or Director of Revenue Cycle.
Takes initiative to assist co-workers to ensure accurate work completion.
Assists in the orientation and training of newer and inexperienced staff.
Adheres to policies and procedures established by the department and administration.
Performs any other various clerical duties necessary for the scheduling of patients.
NON-ESSENTIAL FUNCTIONS
Performs related and miscellaneous duties as assigned.
