Guest Experience Navigator - Call Center - Full Time

Scheduling Appointments and Insurance Verification

• Follows 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. Verify 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).
• Mails 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.
• Follows NOI grid for self pay patients.
• Advise patients to bring co-payment if applicable.

Requirements

• All related education and experience must be within the last five (5) years.
• High School graduate or GED equivalent.
• Prior to scheduling appointment and appropriately documents appointment comments to reflect PFS collection amounts.
• 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.