Access Call Center Representative

Schedule, pre-certify, verify and document procedures for ancillary services and minor surgical treatments. Serve as a liaison between call center, clinics, and external providers. Provide accurate documentation following all established protocols to register and schedule patients' appointments by telephone. Ensure that appointments are scheduled in accordance within departmental guidelines. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Perform responsibilities within established customer service standards. Provide assistance to other employees within their department as well as other departments.

Qualifications

Minimum Education

High School Diploma or GED (Required), Associate's Degree (Preferred)

Minimum Work Experience

3 years Experience performing patient registration and scheduling, medical insurance screening and verification (Required)

Required Skills / Knowledge

Excellent customer service skills, Demonstrated problem solving and critical thinking skills, Computer knowledge necessary, Microsoft Office experience required, Must complete Patient Access training curriculum and pass all competency assessments, including the ability to type minimum of 30 words per minute, Knowledge of medical terminology and CPT-4 / ICD-10 coding required

Functional Accountabilities

Registration and Scheduling Services

• Ensure accuracy of scheduling patients using the applicable scheduling system for the department : schedule routine and add-on exams; schedule complex radiological exams prior to the patient's arrival.
• Review patient Surgical Plan of Care from Physician when scheduled in conjunction with diagnostic exams. Schedule complex ancillary and non-complex surgical procedures using scheduling system; while coordinating with both the physician's and parent's schedules
• Complete computer aided, on-line registration screen with parent / guardian via telephone or in person in professional & courteous manner.
• Collect accurate demographic and insurance information. Update systems as needed in accordance with department standards for registration accuracy
• Counsel parents or refers parent to Financial Information Center (FIC) for establishing payment schedule or method of payment.
• Responsible for information distributed via email; check work email a minimum of 3 times daily and respond to inquiries within 24 hours (or next business day)

Verifying Insurance / Authorization

Performance Improvement, Mentoring, and Training

Productivity and Quality

Program Knowledge

Organizational Accountabilities

Organizational Accountabilities (Staff)

Organizational Commitment / Identification

Teamwork / Communication

Performance Improvement / Problem-solving

Cost Management / Financial Responsibility

Safety

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