Patient Services Rep II-Otolaryngology ENT

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year across six states.

About the role

Provide service excellence to each patient and family by performing and completing designated business processes associated with an outpatient visit in the Otolaryngology (ENT) division in Wilmington, DE. Ensure patients and families are prepared for their outpatient appointments in a timely fashion, verify all demographic and financial information accurately, and monitor the waiting room and work environment to ensure patient safety and high service levels. Participate in continuous quality, performance, and service improvement programs using a team-based approach.

Responsibilities

• Greet and communicate with each patient and family at the start of their outpatient visit and at each interaction using AIDET protocol (acknowledge-introduce-inform about duration-explain-thank).
• Accomplish tasks related to Nemours’ outpatient appointment business functions prior to and at the time of appointment check-in, visit, and check-out, including:
  • Prepare for scheduled patient visits ≤48 hours prior to the appointment using location-specific protocols.
  • Make confirmation calls for visits not completed by Televox to ensure all visits are in “confirmed” status prior to the visit or per department protocol.
  • Confirm authorization and/or collect referrals for the day’s visits. Notify Pre-Registration and Authorization Department of same-day visits as necessary. Fax hard copy referrals to the PRAG department within 24 hours of receipt.
• At the time of patient check-in, while maintaining patient confidentiality and HIPAA compliance:
  • Confirm all patient personal demographic information.
  • Verify patient identification with two approved identifiers.
  • Confirm legal guardianship.
  • Verify referral information for the patient visit, if applicable.
  • Prepare, complete, and/or collect consents and all other required documents.
  • Scan insurance cards and other important documents.
  • Collect and post co-pays and past due balances.
  • Maintain a Registration Accuracy percentage of ≥95%.
• Schedule follow-up appointments using iGuide to determine participation, if appropriate.
• Facilitate MyNemours sign-ups and activation.
• Regularly communicate with clinical staff regarding the status of waiting patients, particularly those waiting more than ten minutes, and provide updates to patients/families.
• Communicate clinic status to families in the waiting area using AIDET principles.
• Contact manager with problem situations or when service recovery is necessary.
• Accurately reconcile payment collections at the end of each shift per Cash Collections Policy and complete End of Day (EOD) Reports, including DCRF and LDCRS.
• Complete assigned work queues daily.
• Maintain computer and electronic system competency, including:
  • Scheduling, appointment cancellations, and order entry for clinical systems.
  • Use of iGuide, EOD status changes, work queue processing, linking referrals, posting “other” payments, scanner device usage, and electronic insurance verifications.
• Maintain inventory of clerical supplies and ensure the work environment and outpatient waiting room are orderly and clean to ensure patient safety and security.
• Complete EOD (End of Day) Report.
• Additional duties as assigned by manager/supervisor may include:
  • Scheduling and covering phones between check-in and check-out duties, including:
    • Handling incoming calls as an agent for automated call distribution (ACD) services.
    • Maintaining in-basket for clerical functions from Online Scheduling, MyNemours, and office communication.
    • Managing recalls, patients from waitlists, follow-up calls upon discharge from inpatient units, and clinic cancellations.
  • Working collaboratively with the clinical team by opening, sorting, and routing correspondence, laboratory and imaging results, procedures, and consultations to appropriate team members for patient communication.

Requirements

• High School diploma or equivalent.
• Minimum of 3-6 months of job-related experience.
• Computer/typing skills required.
• Clerical experience in a physician's office preferred; EPIC experience preferred.