Pre-Service Specialist I

About the role

The Pre-Service Specialist I is responsible for the initial touchpoint of our patient population to provide an exceptional patient experience, assisting in scheduling services for our Hospital and Practice. This requires the ability to work in a high-volume contact center and fast-paced environment. Understanding complex scheduling needs of our patients in an empathetic, compassionate manner is critical.

Responsibilities

• Schedule appointments and services for assigned service line (POD) via the scheduling system following established scripting and protocols promoting physician satisfaction and scheduling efficiencies on behalf of our patients.
• Identify trigger words, symptoms, and patient concerns, assuring calls are triaged to the respective Clinic Nursing team per protocol.
• Discern demographic and insurance information to ensure accurate registration.
• Interpret information received from Insurance Payer regarding patient’s eligibility and financial responsibility.
• Discuss financial obligation of patient and collect via cash, credit card or check.
• Accurately interpret referral/physician order to meet the patient and/or provider need for scheduling of services correctly.
• Scan or manage online form template to maintain the Electronic Health Record.
• Comprehend Federal, State, Third Party Payer regulations as it pertains to a hospital and practice pre-registration.
• Work in multiple systems during a telephone call or patient facing interaction to complete an accurate registration and support clinical workflow.
• Review services being rendered to ensure the appropriate setting of care has been assigned by the physician’s office.
• Obtain all insurance information from patient and verify insurance to ensure active coverage for services being scheduled.
• Provide thorough comments, where applicable, for all conversations with patients or providers.

Qualifications

• High School Diploma/G.E.D. - required
• 1 – 2 years Winning customer service personality with ability to engage patients and customers via telephone with superior patient experience.
• Medical Terminology and Insurance Knowledge - preferred
• Proven customer service skill with ability to exceed expectations
• Able to multi-task in stressful and high patient volume unit
• Able to manage pressure of very tight timeframes to execute tasks
• Able to learn in classroom, utilizing resources
• Able to maintain composure under pressure
• Able to review information and draw appropriate conclusions
• Good judgement and ability to be resourceful to problem solve; escalate issues as needed
• Team minded worth ethic
• Demonstrated ability interpret patient’s insurance benefits and apply the applicable contractual obligations

Skills

• High School Diploma/G.E.D.
• Medical Terminology and Insurance Knowledge (preferred)
• Customer Service Personality
• Multi-tasking in stressful environments
• Learning new systems and processes
• Maintaining composure under pressure
• Interpreting patient insurance benefits

Benefits

• Not specified

Pay

• $46,215.00 - $60,080.00

Schedule

• Day

Department/Unit

Department/Unit: Patient Access