Description

Job Summary

Greets patients and families in person or on the telephone. Obtains demographic, third-party payer, financial information, medical information, and identification to schedule or register the patient for services. Obtains authorization and collects payments when required.

Job Specific Duties

• Greets patients and families in person or on the telephone in a respectful and empathetic manner. Responds to questions and/or problems and keeps open lines of communication with patients/families.
• Interviews patients/families to obtain demographic, third-party payer, financial/medical information, and identification to schedule, pre-admit/admit, or pre-register/register patients.
• Verifies third party payer information via the web or telephone.
• Requests and documents appropriate authorization for hospital and physician services via web or fax, and follows up until authorization is obtained.
• Documents all activities in the Collection Notes file of the computer system as appropriate.
• Obtains all necessary consents for patient.
• Directs families to appropriate location in the facility.
• Verifies patients are accompanied by legal guardian and notifies Risk Management if patient is present with anyone other than legal guardian for any non-emergent visits.
• Notifies and educates patient/family of financial responsibility and documents collections in hospital system.
• Communicates with appropriate departments if any issues/questions arise and/or to accommodate any special needs for patients.
• Obtains and validates prescriptions when appropriate.
• Places and monitors patients arriving for outpatient services by using patient tracking system.
• Corrects any registration errors made utilizing the QA system.
• Scans all documents to the appropriate folder in the PEDS system.
• Schedules hospital and/or physician services as appropriate.
• Triages incoming facility inquiries and routes appropriately.

Qualifications

Minimum Job Requirements

• 1 year of customer service experience

Knowledge, Skills, and Abilities

• High school education or equivalent preferred.
• 1 year of healthcare environment preferred.
• Able to communicate effectively in English both verbally and in writing, in a clear, concise, and courteous manner.
• Fluent in Spanish strongly preferred.
• Basic proficiency in Microsoft Office including Word, Excel and Outlook.
• Able to accurately enter and interpret data.
• Able to adapt and react calmly under stressful conditions in a pleasant manner.
• Able to serve customers with courtesy and respect.
• Able to learn and use system-wide hospital application(s).
• Able to maintain confidentiality of sensitive information.
• Ability to follow complex written or verbal instructions to solve problems.
• Able to establish necessary professional relationships, interact, and communicate effectively with internal and external customers.
• Able to effectively manage and use resources to successfully meet the competing deadlines of a variety of tasks, problems, and projects.
• Able to take and respond to on-call shift or shifts as assigned on weekdays, weekends, and holidays

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