Patient Visit Specialist I

About the Role

The Patient Visit Specialist I - Oncology provides a high level of support and customer service for all patients and guests of the Cancer Center. This role proactively coordinates visit registration using relevant systems and supports the patient visit through personalized attention to contact, referrals, check-in, check-out, follow-up, and guidance to ensure a positive experience. The specialist ensures patients unfamiliar with the Cancer Center are personally guided to their destination and receive a "warm hand-off" to staff. They act as a point of contact for providers and staff regarding patient scheduling questions or concerns.

Responsibilities

• Performs insurance verification and secures authorization required for services provided in the Cancer Center.
• Interviews patients and gathers information to ensure accurate and timely registration and insurance verification, collecting complete financial and consent data during intake.
• Utilizes multiple system applications simultaneously for scheduling, order management, pre-registration, and insurance verification.
• Verifies insurance coverage using Real Time Eligibility system tools to facilitate accurate financial responsibility and claims submission.
• Manages administrator duties in systems such as RTLS (Real-Time Location System), WebXchange, Momentum, and the IHA Call Center tool.
• Ensures efficient visit check-in to eliminate wait times by evaluating upcoming schedules and contacting patients as necessary.
• Provides optimal customer service and professionally resolves customer issues.
• Assists guests with special requests and provides information on patient itineraries and future appointments.
• Determines appropriate payment required at registration and responds to patient questions about scheduled services, registration, insurance eligibility, and payment requirements.
• Demonstrates accountability for following up with patients regarding requests for information or action related to their appointment and/or account.
• Interprets collected information to create comprehensive patient and visit-specific registration and billing records.
• Provides information to patients about hospital policies and regulatory requirements using effective interpersonal and guest-relations skills.
• Reviews, analyzes, and corrects report entries to ensure accurate scheduling and registration, meeting insurance and billing requirements prior to service.
• Schedules Research patients per research protocol and ensures patients are seen within the protocol timeline.
• Schedules and coordinates surgery for gynecologic oncology patients.
• Schedules and coordinates various appointments and procedures, including:
  • Office and infusion appointments;
  • Treatment teaching;
  • Port placement with Interventional Radiology (IR);
  • Internal and external referrals;
  • Baseline ECHOs with Michigan Heart before, during, and after treatment;
  • All Radiology testing and IR testing (CTs, MRIs, PET scans, paracentesis, thoracentesis, CT-guided biopsies, etc.);
  • Bone marrow biopsies with Special Hematology and Infusion Center; and
  • Chemo and direct admits with Providers.
• Responds to problems and questions from the hospital and various departments.
• Identifies opportunities to improve the quality of scheduling, registration, and verification processes.
• Monitors, organizes, and keeps the work area and waiting room neat.
• Performs other duties as assigned.

Organizational Expectations

• Creates a positive, professional, service-oriented work environment for staff, patients, and family members by supporting the mission and values of Trinity Health Medical Group.
• Works effectively as a member of the Medical Reception team.
• Assumes responsibility for job duties performed in the safest manner possible, ensuring personal safety and that of coworkers, and reports hazards immediately.
• Completes all relevant organizational training and adheres to Trinity Health Medical Group standards, including the Trinity Health Code of Conduct.
• Maintains knowledge of and complies with Trinity Health Medical Group standards, policies, and procedures.
• Maintains general knowledge of office services and the use of relevant office equipment, computer, and manual systems.
• Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
• Serves as a role model by demonstrating willingness to take on new and additional responsibilities.
• Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• Maintains appropriate licensure/certification and continuing education credentials, and participates in learning opportunities if applicable.

Requirements

• High School Diploma or GED.
• Course work in insurance/billing, medical practice education, or seminars is preferred.
• Two years of experience in a medical or physician office or comparable healthcare environment.

Skills

• Service-oriented with responsiveness to customer needs and a courteous approach.
• Proficient in operating desktop and Windows-based computer systems, including electronic medical records, Microsoft Office (Word, Excel, Outlook, Teams), intranet, and computer navigation.
• Proficiency in one or more of the following systems, with the ability to become proficient in all: Aria, RTLS (Real-Time Location System), WebDennis, WebXchange, IHA Call Center tool, Epic, and CMS.
• Understanding of prevailing regulatory and third-party requirements (e.g., MSP, authorization requirements, medical necessity screening).
• Sufficient knowledge of medical billing and terminology to perform responsibilities.
• Excellent written (legible), verbal, and face-to-face communication skills, including proper phone etiquette.
• Proficient in patient care procedures and organizational policies related to position responsibilities.
• Ability to compute mathematical calculations.
• Knowledge of medical terminology.
• Ability to work collaboratively in a team-oriented environment with a professional and friendly demeanor.
• Ability to work effectively with various organizational members and diverse populations, including staff, providers, patients, family members, vendors, and outside customers.
• Ability to cross-train in other areas of practice to achieve smooth operational flow.
• Good organizational and time management skills to juggle multiple priorities and time constraints.
• Ability to exercise sound judgment and problem-solving skills.
• Ability to handle patient and organizational information confidentially.
• Demonstrates team-player abilities and seamless service to patients.
• Maintains good rapport and cooperative relationships.
• Approaches conflict constructively, helps identify problems, offers solutions, and participates in their resolution.
• Successful completion of IHA competency-based program within the introductory and training period.