GUEST EXPERIENCE NAVIGATOR - CALL CENTER - FULL TIME

SUMMARY/OBJECTIVE

The Guest Experience Navigator-Call Center team member must possess excellent customer service skills as (s)he will work directly with our patients to ensure a delightful experience.

Essential Functions

• Scheduling Appointments and Insurance Verification: Must follow HIPAA privacy policy guidelines.
  • Receives incoming and makes outgoing calls to schedule or reschedule appointments; handles phone calls, faxes, voice mail messages and emails in a professional and timely manner.
  • Obtain and/or verify patient demographic information to include address and phone number; update information as applicable; avoid duplicate patients.
  • Obtain and/or verify patient’s insurance utilizing current Insurance Grid to ensure we are contracted with patient’s insurance carrier. Verifies payment source is accurately entered with appropriate case built and attached (i.e.: liability, work comp, agency grants, employer, or legal).
  • If insurance is an HMO or requires an authorization (sometimes referred to as a “referral”)—confirm this is in place when applicable.
  • Master/Verify/Update to ensure appropriate payment source is accurate and case attached if appropriate (i.e., Liability, work comp, agency grants, employer, VA, legal).
  • Mail questionnaires to patients or advise them to retrieve and complete questionnaire from their patient portal according to physician/provider protocol.
  • Notifies and reschedules bumped patients in a timely manner.
• Billing And Payment Collection: Follows IDX Alert policy prior to scheduling appointment and appropriately documents appointment comments to reflect PFS collection amounts.
  • Follow NOI grid for self pay patients.
  • Advise patients to bring co-payment if applicable.

Requirements

• Required Education and Experience: All related education and experience must be within the last five (5) years. High School graduate or GED equivalent.
• PREFERRED Education and Experience: Prefer understanding of medical, insurance, and legal terminology. Prefer 1+ years' customer service experience in related field. Prefer 1+ years’ experience in medical appointment scheduling. Prefer 1+ years’ experience in insurance verification. Prefer 1+ years’ experience in billing/payment processing.

Additional Eligibility Qualifications

• Must meet department standards for general abilities and typing tests; must have accurate keyboard skills.
• Must have knowledge of Windows-based computer applications.
• Must be detail oriented and able to access data from varied resources and programs.
• Must possess professional manner and appearance.