Surgical Services Associate

Responsibilities:

• Greets, screens, schedules and directs patients in a prompt, positive, pleasant, and helpful manner at all times even in the most adverse circumstances.
• Handles patient concerns in helpful, objective manner, involving manager as appropriate.
• Answers patient questions, inquiries, and concerns regarding appointment and physician’s information.
• Ensures patient and family confidentiality and respect.
• Monitors wait time and keep patients and family informed of what we are doing to help, especially for complicated problems.
• Takes ownership of patient and family’s needs and follows through to make sure needs are addressed.
• Knows office policy and procedures and of when and whom to notify (i.e. Supervisor/management) when an issue extends beyond their expertise or skill level.
• Identify the competencies required for each patient population that the employee works with (neonate, child, adolescent, young adult, middle adult and older adult)
• Communicates with sensitivity to adolescents, recognizing the individual’s development and maturity level.
• Communicates with sensitivity to those in pain coming to the Center, and memory and information processing difficulties of the elderly.
• Sensitive to limitations of mobility (wheelchair, walker, gait). Offers appropriate assistance for ambulation
• Sensitive to dignity of older patient, while obtaining necessary information
• Maintains comprehensive knowledge of reimbursement coverage from third party payers. Seeks guidance from Manager for unusual questions or circumstances.
• Coordinates all procedures that need to occur prior to scheduling surgery, including but not limited to the scheduling of ancillary tests, pre-operative testing, obtaining x-rays, scans, MRIs, lab results, EKGs for completion of pre-op packages.
• Coordinates and schedules cases with medical equipment representatives as required in the OR.
• Responsible for the timely submission of pre-op cases, accuracy of information and correct forms completed and signed.
• Maintains an accurate and clear calendar and patient file cases of scheduled surgeries and office procedures, so physician, nurses, residents, and staff can review cases.
• Provides back up to front desk staff and financial counselor in order to maintain patient flow.
• Monitors surgical schedules to maintain high OR utilization. Informs Manager and physicians of available OR time.
• Perform and document all necessary pre-certification work with third parties for inpatient, outpatient, and office surgeries. Maintains a working knowledge of CPT and ICD-10 coding in order to correctly perform pre-certification and all “coordination of benefits” functions with patients, employer benefits offices and other responsible parties.
• Provides cross-coverage for answering of (incoming) patient telephone lines.
• Act as a point of contact for all new patients for the Department
• Serve as a specialty expert of nuances of care coordination so that patients are seen by the appropriate physician
• Coordinate new patient appointments as needed with other department needed for complete clinical evaluation
• Coordinates the scheduling of diagnostic tests, other evaluations and review of necessary information prior to new patient appointment.
• Responds to patient inquiries or problems. Answers questions regarding practice, procedures, tests, directions, etc
• Coordinate the retrieval and flow of outside medical records and imaging to ensure receipt and appropriate review by provider and are scanned prior to the visit
• Manages physician and APP outpatient schedules
• Ensures optimal patient experience through thorough communication and coordination
• Communicates issues impacting flow with managers as necessary. Keeps manager aware of potential issues or problems as they arise
• Maintains excellent understanding of managed care plans and protocols for referrals, copayment and pre-certification
• Ensures patients have been properly registered
• Readily adopts and is engaged in practice operation changes.
• Is proficient in the use of all systems necessary for practice operations

Credentials:

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• 2+ years Related clinical office experience required. Prior customer service or insurance verification experience in a healthcare setting preferred