Overview:
JOB DUTIES
This position is responsible for collecting the appropriate demographic and insurance information in order to complete Epic claims for processing as well as acting as a liaison with public/in-house transportation to assist patients being treated in the clinic. Printing claims, printing support documentation, and process for distribution and mailing. Researching and assigning all new patient medical record numbers.
Essential Functions
- Promptly and professionally greet and assist all visitors, vendors, and staff utilizing Hospitality standards including providing directions, issuing wheelchairs, and coordinating public transportation. Answer multi-line telephone; provide information as necessary and route calls to appropriate staff.
- Monitor and complete all work queues and reports within the service level agreement including obtaining and entering accurate and complete information pertaining to demographic and insurance into the EPIC software system.
- Establish or confirm medical record identification numbers. This process includes initiating patient records according to department protocol, reconciling duplicate patient accounts, and verifying records for completeness and accuracy. Maintain a log of all Medical Record Numbers created. Submit Help Desk tickets for all duplicate Medical Record Numbers for the accounts to be merged.
- Monitor and complete all MRN email requests in Outlook within the service level agreement.
- Make outbound calls, written or electronic communications, web portals and or websites to insurance companies for status and resolution of outstanding claims.
- Retrieve support documentation to file insurance claims to the appropriate carrier.
Temperament
Adhere to company policies and procedures, demonstrate the core values and Hospitality behaviors, resolve conflict through open, honest, professional communication, demonstrate positive and enthusiastic attitude, keep supervisor and leadership apprised of issues, and seek opportunities to recognize others.
Qualifications:
SKILLS, QUALIFICATIONS, AND REQUIRED EXPERIENCE
- Ability to provide dynamic customer service using various techniques including positive language, calming presence, attentiveness, clear communication, and patience.
- Attention to detail and quality of work.
- Ability to handle multiple phone lines and an automatic call distribution compatible phone.
- Concisely communicate and relate to all levels of the organization, customers and outside agencies.
- Ability to communicate effectively and courteously, both orally and in writing.
- Ability to manage multiple priorities and meet deadlines.
- Team player with a talent for clear communication, active listening, dependability, collaboration, and conflict management.
Experience Requirements
2 years Clerical/customer service - ideally in a health care related industry preferred
1 year Experience with third party payors and computer experience for
inputting data and reviewing patient demographic material preferred
Epic preferred
Education Requirements
High School Diploma or GED equivalent required
Travel Required