Employment Type:
Full time
Shift:
Rotating Shift
Description:
Greets patients and family members in a consistent and friendly manner, obtains, and verifies demographic, clinical, financial, and insurance information during the (pre)-registration process, accepts point of service payments or provides guidance for payment options, and clears the patient for service delivery. Core responsibilities include: verifies and updates patient identification, demographic information, and insurance coverage; accepts point of service payments; balances cash drawer at the end of every shift; enters patient information accurately into appropriate hospital information system(s); refers patients with questions regarding financial liability to appropriate resource(s); accepts medical authorization or referral forms, if appropriate scans clinical information, Missed Appointment Policy, and other documents into Epic as appropriate; initiates Enrollment process for myLoyola; identifies systemic issues and escalates to Lead Service Representative for resolution.
FRONT OFFICE: Demonstrates ownership of front office and interacts with patients and family members in a professional and welcoming manner according to established guidelines and procedures. Utilizes protocol established for greeting patients at check in and servicing patients during the checkout procedure. Monitors wait time of patient. Keeps abreast of schedule delays and when necessary, informs patient of anticipated timeframe for service. Adheres to Loyola’s code of ethics and corporate compliance program related to patient privacy and safety concerns. Monitors patient waiting area and actively assume responsibility to ensure a clean and organized environment is maintained.
Provides assistance to patients, family members and visitors in a courteous, professional, and empathetic manner; ensuring timely, efficient customer service in a fast paced, high-energy environment. Demonstrates excellent self-directed leadership and communicates with various ancillary departments to ensure smooth patient flow and high data integrity.
REGISTRATION: Utilizes and is proficient in Epic software system in accordance with ambulatory guidelines to secure accurate demographic and insurance data. Compares and
verifies patient demographic and insurance information with system data to ensure accuracy. Ensures that accurate insurance card is scanned into system. If revisions are needed to insurance or demographic information, enters the new data in the system or ensures all data is collected and given to registration specialist to update. Acquires necessary documents including patient identification, insurance cards, consent for treatment, assignment of benefits, release of information, waivers, ABNs, advance directives, etc. Creates HAR with appropriate insurance and guarantor information for visit. Secures all information that is identified as missing during the HAR creation. Utilizes patient FYI to communicate status or action taken related to insurance or patient activity.
INSURANCE VERIFICATION: Utilizes insurance verification procedures to ensure maximum reimbursement and correct payment. Responsible for maintaining knowledge of insurance status and benefits. Continuously updates knowledge by attending educational forums and reading appropriate written communications. Passes Annual Competencies on Denials Preventions with a minimum score of 90%. Informs patient of self-pay status and follow policy protocol. Maintains registration requirements for overall and plan code accuracy. Provides financial information and patient payment options. Informs patient/guarantor of liabilities and collects appropriate patient liabilities, including co-payments, co-insurances, deductibles, deposits and outstanding balances at the point of pre-registration or point of service. Adheres to collection processes by balancing and obtaining sign off on a balanced bank at the end of every shift; reporting any discrepancies immediately. Identifies need for patient/guarantor signature based on patient encounter/ visit.
SCHEDULING: Utilizes and is proficient in EPIC scheduling in accordance with system and physician guidelines to effectively schedule, cancel and revise appointments. Schedules patient appointments in conjunction with orders, urgency of care and patient convenience, involving multiple sites when appropriate. Ensures that patient is offered services at location and time that is most convenient, while maintaining physician protocol. Offers wait list to patients that are scheduled over 14 days. Cancels clinic patient appointments as necessary. Responsible that all patients are notified and rescheduled in a timely manner. Documents no-shows and cancellations in scheduling software system. Works in conjunction with the Dynamic Schedulers to monitors physicians’ schedules daily for optimal physician schedule and patient satisfaction and contacts patients on wait list and offers earlier appointment when appropriate.
TELEPHONE UTILIZATION: Efficiently and effectively manage a high volume of telephone calls to the service area. Answers calls using AIDET telephone customer service skills. Triages calls to provide resolution or transfers caller to appropriate area. Initiates procedures to assure phone systems are activated and deactivated correctly.
Minimum Education: Required: Associates Degree OR equivalent training acquired via work experience or education Preferred: N/A Specify Degree(s): Training in general administrative, business, healthcare or related field Residency: N/A Minimum Experience: Required: 3-5 years of previous job-related experience Preferred: N/A
Trinity Health’s Commitment to Diversity and Inclusion
Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Trinity Health’s dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.
Source: Indeed.com
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