Offsite Administrative Support-Access Center, Hicksville, Long Island, New York, Full Time, Days

About the role

The Offsite Patient Service Representative provides front line contact as a patient liaison within the access center, check-in/check-out, appointment scheduler, triage, prior authorizations and referrals and neighborhood administrative and physician support.

Responsibilities

• Provides front line contact for the department/neighborhood by answering telephones, directing and responding to callers, relaying messages to appropriate recipients and greeting patients and visitors with the highest level of customer service
• Provides clerical and administrative support to physicians and is a liaison between departments
• Helps direct patients to appropriate setting and facilitates patient flow
• May schedule appointments for a multi-specialty group, and have a working knowledge of providers, understanding systems, processes, and services rendered
• Possesses an understanding of when to escalate calls to a supervisor
• Answers the telephone promptly and in a polite and professional manner to meet Mount Sinai Hospital and Mount Sinai Doctors Long Island customer service standard of excellence
• May check patients in or out, collect co-pays, scan insurance cards and ensure other required documents are reviewed and signed
• May schedule radiology testing/procedures in EIDX, EPIC and RIS according to department guidelines
• May schedule and confirm testing, surgeries and procedures according to department guidelines
• Ensures all documents are appropriately documented and maintained in the electronic medical record; scanning op reports, test results, home care and any other forms
• May schedule and maintain calendar for meetings and/or appointments
• May instruct patients and assist them in navigating MyChart
• Acquires insurance pre-authorization/referrals from managed care plans for all required services, admissions, procedures, diagnostic tests and medications
• Notifies Administrator, Director of Revenue Cycle, Practice Manager or Supervisor of any particular insurance issues or updates
• May provide coverage for other staff as assigned during PTO or leaves of absence
• May enter telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text
• May enter auto faxes received from Pharmacies for medication requests via telephone encounters into the electronic medical record (EMR) system through the use of the appropriate Epic Smart Text
• May open, sort and prioritize mail. Coordinates pickup and delivery of packages, orders and other materials as required

Qualifications

• Education Requirements: HS/GED required; some college preferred
• Experience Requirements: 0-2 years? experience in a physician practice or hospital setting providing administrative support functions, with comfort level in patient interaction and having an understanding of maintaining patient confidentiality
• Computer Skills: MS Office Suite: Intermediate
• Other: Epic and IDX or other EHR
• General Skills and Competencies: Able to work independently, Must have excellent customer service skills, Able to work well with patients, visitors, physicians and colleagues, Must have excellent verbal communication & listening skills, Knowledge of managed care plan requirements, Ability to organize and prioritize and work with a team, High level of accountability and responsibility, Able to maintain confidentiality and deal with sensitive information