Senior Patient Services Associate

Responsibilities:

• Financial:
• Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols
• Ensures appropriate HAR is assigned to registration/insurance
• Independently resolves work queues and/or anticipates issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested; proactively prioritizes recovery of missing charges.
• Analyzes work queues relative to CFB, denial management and charge review
• Generates and analyzes reports related to front-end processes, as requested
• Maintains advanced knowledge of insurance requirements pertinent to patient services and billing procedures, including all managed care plans
• Demonstrates proficiency with automated systems such as EPIC (including in basket), Navinet and SQL
• Assists with the on-boarding and training of new Patient Service Associates.
• Enters and makes corrections to PB & HB back end charges (BEC) for outpatient sites
• Collaborates with financial administrative team to ensure accurate billing processes
• Acts in a lead role in the absence of the Supervisor
• Provides back-up to benefit verification team as needed
• Patient Services:
• Utilizes advanced knowledge to assist others in scheduling protocols
• Assigns proper billing area/appointment location
• Cancels/reschedules appointments as needed
• Communicates schedule changes to local Outpatient Site, Transportation and/or Admissions
• Maintains SQL reports to support scheduling and revenue cycle
• Communicates with local Outpatient Site regarding patient flow; makes supervisor aware of potential concerns
• Links referrals for patients as required and as per protocol
• Independently analyzes EPIC work queues and resolves scheduling concerns as they arise
• Coordinates with Central Admissions, Transportation, Utilization Management as needed
• Strives to create and maintain a culture of safety and service excellence through the following accountabilities:
• Interacts with physicians and staff a positive, pleasant and professional manner
• Listens carefully and communicates clearly with physicians and staff to ensure understanding of patient’s request. Analyzes problems form the customer’s point of view
• Establishes positive relationships with local Outpatient Sites demonstrating knowledge of patient history with practice, treating them with compassion, and responding to their individual needs
• Handles stressful situations appropriately
• Delivers seamless patient/customer service and provides service recovery as needed
• Ensures patient/family confidentially; supports patient and family safety Strives to understand and value differences in others’ race, gender, nationality, and age; modifies interactions as needed to accommodate diverse needs of the patient/family. Displays age-appropriate competencies for the patient populations served
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys. Provides comments and feedback to management team to maintain and improve quality of services
• Participates in department, entity and organization- wide initiatives relative to Patent/Employee Safety
• Ensures communication and collaboration with clinical staff and co-workers to serve patients to the best of his/her ability
• Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks and supporting others on the team
• Perform other duties as assigned.

Credentials:

Education or Equivalent Experience:

• High School Graduate/GED/Equivalent Work Exp. required 2-3 years of medical experience preferred, or 4 years customer service experience required. Thorough knowledge of third party insurance coverage guidelines preferred. Advanced degree may be considered in lieu of experience.
• Bachelor’s Degree preferred