Patient Experience Representative-Scheduling Specialist

Location: Intermountain Health Spanish Fork Hospital, Spanish Fork, Utah

Scheduled Weekly Hours: 40

Hourly pay range: $20.35 - $30.97

About the Role

Creates and manages provider’s surgery schedules, including in-office procedure schedules and equipment. Maintains any changes or cancellations of surgeries for rescheduling and/or clinical follow-up. Uses provider power plans to ensure all necessary orders are proposed, signed off, and sent for hospital orders. Meets with pre-op patients to explain the surgery process.

Responsibilities

• Creates and manages provider’s surgery/hospital procedure schedules.
• Maintains any changes, cancellations, rescheduling, and/or clinical follow-up on these schedules.
• Uses provider power plans to ensure all necessary orders are proposed, signed off, and sent for hospital orders.
• Obtains authorization for surgeries/hospital procedures by researching coverage and obtaining prior authorization.
• Verifies eligibility and benefits.
• Coordinates referrals for patients that will go out of network.
• Serves as the point of contact for surgery authorization questions.
• Obtains proper CPT code from provider for authorization.
• Proposes iCentra requirements to create a pre-surgical FIN# and to create required surgical scheduling card for the hospital scheduler to pull case information, where applicable.
• Coordinates with the provider to ensure all necessary surgical/procedure equipment is requested, including special items from hospital supplies or equipment brought in by surgical supply reps.
• Coordinates any necessary hospital items with nursing staff at the hospital.
• Calls in surgical/procedure orders for providers to the hospital surgery/procedure scheduler the day before cases.
• Meets with surgery/procedure patients to explain the process, including pre-op labs, tests, or any prerequisites needing prior attention.
• Coordinates with providers and medical staff regarding any red-flag pre-operative health concerns for patient safety.
• Scans and documents processes in patient charts and relays cost estimations.
• Investigates billing disputes for surgery/procedures.

Skills

• Medical Insurance Coding
• Computer Literacy
• Patient Care
• Health Care
• Medical Procedures
• Medical Terminology
• Electronic Medical Records (EMR)
• Surgeries
• Patient Safety

Requirements

• Two years of medical registration, billing, collection, scheduling, or insurance experience.
• Two years of customer service experience.
• Working knowledge of word processing, spreadsheet, email, and calendaring programs.

Preferred Qualifications

• Associate's Degree from an accredited institution (education verified).
• Two years at Intermountain Health as a PSR, MA, or similar position.
• Two years of experience working with patient access or two years of experience in the health insurance industry (commercial insurances, Medicare, and Medicaid), health claims billing, or third-party contracts.
• EMR experience.
• Bilingual (Spanish speaking).
• Knowledge of medical terminology.
• Versed in CPT/ICD codes.

Physical Requirements

• Ongoing need to see and read information, labels, documents, monitors, identify equipment and supplies, and assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors requiring verbal communication, as well as hearing and understanding spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy, including frequent computer use for typing and accessing needed information.
• For roles requiring driving: Expected to drive a vehicle, which requires sitting, seeing, and reading signs, traffic signals, and other vehicles.

Benefits

Intermountain provides a generous benefits package covering a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.