The Christ Hospital Health Network Pre-Services Coordinator provides the highest
level of customer service to our patients. This individual understands that
this patient interaction often determines the tone for the patients’ healthcare
experience. This position has contact with the patient to schedule their
ordered services. This includes coordinating pre-service appointments necessary
in advance of the ordered service. Additionally, demographic information is
obtained from the patient and entered into the computer system that is necessary
to support the care of the patient, billing process, and minimizing the amount
of information that must be collected when the patient presents for service.
Lastly, this position collects payment from the patient as determined by the
estimate and arranges payment plans as necessary based on the patient’s current
financial situation. This position must also have expert knowledge of insurance
plans, insurance regulations, and insurance benefit and coverages as they relate
to the service rendered, so that the patients cost for the service can be
explained in a manner that the patient understands and agrees to. These
conversations are detailed and sensitive conversations so this individual must
have the confidence yet compassion to support these conversations. This
position is the single source of contact for our patients scheduling,
pre-registration, and healthcare cost needs.
RESPONSIBILITIES
SCHEDULING/REGISTRATION
Call, schedule, pre-register, explain estimates, and collect on patient accounts
via appointment scheduling work queues as well as incoming line. Work
collaboratively in teams to efficiently handle call volume and manage call
queues.
Confirms surgery appointment with patient once authorization/certification and
estimate is complete.
Create Medical Record numbers and enter registration information following
established guidelines.
Collect demographic and billing information in a courteous and professional
manner.
Identify, document and provide feedback to management on issues that impact
departmental workflow.
Participate in activities related to organizational, regulatory, and
governmental compliance.
Document medical history as obtained from scheduling to complete patient
questionnaires.
Answer customer's questions regarding preparations for appointments, directions
to clinics, and general hospital questions.
Ensure accuracy, appropriate documentation, issues and reschedules following
scripts as written.
Quality Improvement by remaining current on scheduling center protocols
including daily updates.
Train and serve as a coach to new staff, as assigned.
ELECTRONIC ORDERS WORK QUEUE
Interpret orders for testing and compliance with divisional guidelines.
Affirms test name, diagnosis, and history and physician signature.
Schedule and register patient.
Initiate call to physician office to request an order, if applicable.
Accurately enter demographics.
Ability to create a new medical record number, mark orders as scheduled,
including recalls.
INSURANCE KNOWLEDGE
Knowledgeable of price estimation requirements: coverage, allowable charges, and
patient benefits in order to provide patient estimates at the time of service.
This includes deductible, coinsurance, copay, and out-of-pocket maximum
information.
Develop and maintain knowledge of insurance plans and account statuses.
Ensure that the patient's coverage reflects the correct filing order.
Create Guarantor accounts and ensure the appropriate account is selected for the
patient's visit.
CASH HANDLING
Accurately collect and post according to specified protocols, all require and
mandatory co-payments and patient liabilities.
Provide families with hospital Financial Assistance Programs, self-pay discount
information, and applications for assistance.
If financial necessity dictates, place patients on a payment plan.
QUALIFICATIONS
KNOWLEDGE AND SKILLS:
EDUCATION: High School Diploma or GED required. Associates Degree preferred or
equivalent combination of education and experience.
YEARS OF EXPERIENCE: One to three years’ experience in registration and
scheduling required. One to three years of customer service experience
required.
REQUIRED SKILLS AND KNOWLEDGE:
COMPUTER PROFICIENCY
Knowledge of basic computer applications such as Microsoft Office. Familiarity
with accessing web applications over the Internet. Epic experience preferred.
COMMUNICATION
Demonstrate excellent communication skills and the ability to deal with
customers who are often adversarial.
ATTENTION TO DETAIL
Ability to track details meticulously, without becoming overwhelmed by them;
being exacting, precise, and accurate; spotting minor imperfections or errors
and taking action to correct them.
Demonstrate attention to detail, teamwork skills and the ability to prioritize
and meet deadlines.
INDEPENDENCE AND TEAMWORK
Ability to work both independently and in a team environment.
CRITICAL THINKING
Capable of using inductive and deductive reasoning to formulate general rules or
principles and applying them to work; identifying flaws in logical reasoning;
understanding complex conceptual relationships; accurately detecting underlying
themes or patterns in data.
PROBLEM SOLVING
Ability to independently work through details of a problem to reach a positive
solution. Skilled at making one phone call after another to reach desired
productivity.
ENVIRONMENT
Ability to function in a fast-paced call center work environment with multiple
responsibilities.
DIVERSITY APPRECIATION
Understanding and showing respect and appreciation for the uniqueness of all
individuals; leveraging differences in others' perspectives and ideas;
appreciating cultural differences and adjusting one's approach to successfully
integrate with others who are different from oneself.
MEDICAL TERMINOLOGY
Preferred
LICENSES REGISTRATIONS &/or CERTIFICATIONS:
Annual Registration Competency Review
Other Credentials Required or Preferred: None