Lead Patient Scheduling Representative

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OverviewnThe Lead Patient Scheduling Representative may provide support and assistance with training of staff including but not limited to referrals, scheduling, and patient financial activities under the direction of Integrated Patient Scheduling management. Provides support, including but not limited to - conducting either face-to-face or inbound/outbound telephonic interviews with the patient or authorized representative to secure information specific to requested services, accurately documenting the discussion and other referral/scheduling activities in the encounter - during staff shortages for all shifts and serves as an active working member of the Patient Referrals/Scheduling team. Acts as an expert resource to coordinate and communicate with hospital or associated clinical area on issues related to the patient scheduling and referral process with escalation to management as appropriate.Demonstrates a customer-centric focus in all interactions with internal and external customers as well as a high level of understanding and an advanced ability to both achieve and explain performance standards as defined by the Integrated Patient Scheduling management. Displays professional behavior as it relates to coaching and development of Integrated Patient Scheduling staff and is viewed as a role model for Integrated Patient Scheduling by Integrated Patient Scheduling management.nThe primary location of this position is hybrid (remote and on site as needed).nResponsibilitiesnLeadership* Promotes a positive working environment among team members and demonstrates professional behavior for others to model as identified by Integrated Patient Scheduling management.n* Demonstrates full commitment to the alignment of individual, team, department and organizational goals and communicates that commitment at all times.n* Possesses and demonstrates effective and professional communication skills including using appropriate forms of communication, clear and concise written communications, appropriate verbal and non-verbal communications, and does so both internally and externally.n* Encourages and cultivates individual and team growth by demonstrating the preferred behaviors of all Representatives and the positive coaching and development of staff.n* May assist Integrated Patient Scheduling management in collection of data utilizing resources available and providing feedback on individual and team performance metrics.n* May assist Integrated Patient Scheduling management in identifying continued staff education needs to improve performance levels and development/presentation of training materials with Integrated Patient Scheduling management approval.nPatient Referrals and Scheduling* Demonstrates advanced degree of proficiency in computer skills and Microsoft applications; includes navigation of web-based or system applications and internal resources required for the Integrated Patient Scheduling.n* Accurate identification of patient for direct data entry of required clinical, demographic, and insurance information to the electronic medical record during registration or for appointment booking of assigned services.n* Provides thorough explanation of scheduled procedures and patient instructions that are necessary for conducting services.n* Ensures system documentation specific to the patient visit is entered and accurately reflects activities related to clinical, demographic and insurance information.n* Provides accurate information to patients regarding referral process and future steps for individual plan of care.n* Performs medical necessity checking for identified services and secures required ABN documentation as appropriate.n* Demonstrates thorough understanding of and ability to explain compliance standards required within a healthcare environment including EMTALA and HIPAA-Privacy Patient Confidentiality regulations.n* When required and/or requested by Integrated Patient Scheduling management, has the knowledge of and ability to perform Scheduling, Radiology and Insurance audits as well as any/all other Integrated Patient Scheduling functions as defined by Integrated Patient Scheduling management.nEligibility/Authorization Management* Accurate identification and selection of insurance carrier in the patient medical record for specified dates of medical services.n* Navigation of web-based products or system applications and internal resources to initiate and document insurance eligibility, benefit details, and authorization requirements.n* Performs required notifications to ensure online referrals for identified outpatient diagnostic or medical services are secured and documented.n* Demonstrates basic knowledge of CPT, ICD10 coding, and physician order requirements as required for medical services including determinations for medical necessity.nFinancial Counseling* Demonstrates advanced knowledge of regulatory or Third Party Payer insurance requirements including Medicare, AHCCCS/Medicaid, Workers Comp and other commercial payers.n* Educates the patient on insurance eligibility, coverage, authorization requirements and estimated services charges.nRevenue Cycle Support* Acts as a resource for other departments for referrals/scheduled services, including but not limited to data entry of patient account fields and provider order/referral requirements,n* Monitors and analyzes Integrated Patient Scheduling reports and system work lists to ensure accuracy of patient record and that all process steps, insurance requirements, and compliance standards have been met for service types.nCompliance/Safety* Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.n* Stays current and complies with state and federal regulations/statutes and company policies that impact the employees area of responsibility.n* If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.n* Completes all company mandatory modules and required job specific training in the specified time frame.nQualificationsnEducationnHigh School Diploma or GED- Requiredn nAssociateu2019s or Bacheloru2019s Degree- Preferredn nMedical Terminology Coursework as defined by Access Services Center Management- Requiredn nCertificates and LicensurenN/An nExperiencenMinimum of two years of call center or customer-facing customer service experience, or at least six months of demonstrated proficiency at the Senior Access Services Center Representative level- Requiredn nAdvanced level of computer skills including keyboarding of 35wpm- Requiredn nProficiency in Microsoft applications (Excel, Word, PowerPoint)- Requiredn nMinimum of one year of medical facility experience- Preferredn nHealthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.

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