Customer Service Specialist- WBH Triage (Part Time/Day Shift)

Responsibilities

• Performs complete and accurate patient registration including but not limited to: walk in, check-in, and or scheduled.
• Demonstrates ability to successfully adapt and perform during times of high volumes and or high patient acuity.
• Demonstrates skill to service both hospital and physician office patients, as assigned.
• Supports inbound and outbound calls to or from patients, guests, or appropriate parties to provide services.
• Effectively manages general patient complaints concerns in a professional manner, escalating more complex issues to supervisor manager as needed.
• Understands and supports Point of Service Collections.
• Performs all necessary functions needed to collect patient obligations.
• Refers patient to appropriate person for questions regarding; collections, insurance coverages, and financial assistance.
• Disseminates or discusses information with the patients regarding co-pays, out of pocket expenses, pre-appointment preparation, arrival times, etc.
• Verifies patient, guarantor, coverage and hospital account information.
• Performs required referral authorization processes and enters orders for applicable tests.
• Understands insurance company coverage and referral authorization requirements of payors.
• Performs electronic and manual verification of insurance coverage and understands how to read and accurately apply electronic insurance responses.
• Prepares and or releases records or orders in the e-Health record.
• Scans all necessary documents into appropriate medical record.
• Understands the importance of patient’s medical information that is documented on paper.
• Sends all pertinent information to document imaging or health information management team with in the established time frames.
• Completes documentation for compliance and regulatory needs and or release of orders.
• Screens and accurately relays messages using protocols established for emergent, urgent and non-urgent calls.
• Demonstrates ability to register unscheduled patients requiring a full financial clearance.
• Completes assigned patient scheduling and registration work queues according to performance standards.
• Absorbs and resolves work queue issues and missing registration items via electronic medical record.
• For LGHP, this role may necessitate occasional regional travel.
• Assists at new practices and sites by mentoring and leading other team members during the initial onboarding period.
• Special projects as assigned.

Qualifications

• High School Diploma or equivalent GED.
• One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
• One year experience with basic keyboarding, personal computer use, and other office setting equipment.
• One year of registration experience, point of service collection, insurance validation, understanding of compliance regulatory guidelines and order release process.
• One year prior experience of Revenue Cycle in a Hospital Medical Office Setting.
• Previous Epic or equivalent Electronic Medical Record experience.