SUMMARY
This position is responsible for fostering and maintaining excellent customer service. Check in and check out patients, schedule appointments, create and update patient records and insurance information. Answer and route phone calls accurately and in a professional manner. Complete insurance verification timely, submit self-pay requests and reconcile payment collection daily.
ESSENTIAL FUNCTIONS
- Greets internal and external customers in a professional manner. Answer and screens telephone calls, takes messages and communicates urgent matters with clinical staff
- Ensures timely patient check-in and check-out, schedules patient appointments. Handles cash, patient payments, copays, and daily cash outs
- Communicates and addresses delays with patient appointments. Assists and/or escalates difficult patient concerns and issues
- Updates all required patient information in the electronic health record to include patient demographics, insurance and PCP
- Performs clerical and data entry duties with varying degrees of complexity, respective to the needs of the department (Behavioral Health, Primary Care, Rehab and Specialty). This includes forms and basic letters. Prioritizes daily tasks and research pertinent data information needed to complete daily work assignments
- Knowledge of insurance plans, ability to obtain insurance verifications using various methods and initiate prior authorizations as needed
- Process internal and external referrals
- Perform other duties as required and assigned
KNOWLEDGE, SKILLS AND ABILITIES
- Proficiency in touch-typing with minimal errors: Ability to perform basic computer competency skills in various software applications
- Proficiency in Practice Management System; Ability to enter or retrieve data from electronic health record
- Proficiency in Microsoft Office Suite and relevant software skills
- Knowledge of scheduling (i.e., understand schedule parameters, required time intervals and patient needs)
- Knowledge of health insurance and insurance verification process
- Ability to multitask and prioritize in a busy office environment with multiple interruptions and prioritize multiple assignments and tasks. Must be detailed oriented
- Ability to communicate effectively in person, telephonically and in writing with patients, families and all levels of clinical staff
- Ability to maintain confidentiality of patient, personnel, and corporate data
- Ability to handle large volume of telephone calls, including the ability to take messages, provide accurate information and route calls appropriately
- Skills in customer service and conflict management
- Ability to maintain confidentiality of patient data consistent with HIPPA requirement
- Ability to effectively manage time with a proven ability to meet deadlines; organization and attention to detail
Qualifications
MINIMUM QUALIFICATIONS
Education: High School Diploma or General Education Degree (GED) required
Experience:
Customer service experience and/or related medical office experience preferred
Bilingual English/Spanish is required
Licenses and Certificates:
None required
AGE OF PATIENTS ATTENDED BY EMPLOYEE IN THIS POSITION
Check all that apply:
X N/A ___ Neonatal (newborn) ___ Pediatric (birth-13) ___ Young Adult (14-21) ___ Adult (21-65)
FINGERPRINT CLEARANCE
Employees are required to maintain a current Arizona Department of Public Safety Level 1 Fingerprint Clearance Card. Evidence of a current and valid fingerprint clearance card must be received to begin and maintain employment.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment described here are representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
While performing the duties of this job, the employee is frequently exposed to toxic or caustic chemicals. The employee is occasionally exposed to fumes or airborne particles, risk of electrical shock, and risk of radiation. While performing the duties of this job, the employee may potentially be exposed to infectious organisms during routine and emergency situations. The noise level in the work environment is usually moderate.
BLOODBORNE PATHOGEN CATEGORY: 3
Category 1: Performs tasks that involve exposure to blood, body fluids or tissue. Use of appropriate protective measures should be required.
Category 2: Performs tasks that involve no exposure to blood, body fluids or tissue but employment may require performing unplanned Category 1 tasks. The normal work routine involves no exposure to blood, body fluids or tissue but exposure or potential exposure may be required as a condition of employment. Appropriate protective measure should be readily available.
Category 3: Performs tasks that involve no exposure to blood, body fluids or tissue and Category 1 tasks are not a condition of employment. The normal work routine involves no exposure to blood, body fluid or tissues.