Registration Specialist Team Lead - Hybrid

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides day-to-day guidance, mentoring, and support to the Anesthesia Registration team.
• Aid the team in resolving complex patient issues and escalations, identifying trends, and ensuring timely and effective resolutions.
• Recommend and coordinate training opportunities to enhance team member skills and knowledge.
• Identify process improvement opportunities and participate in operational initiatives.
• Register patients in the practice management system with accurate, complete demographics.
• Verify eligibility status for patients with upcoming procedures.
• Create an estimate of expected anesthesia costs based on the procedure, duration, and insurance.
• Counsel patients regarding their financial responsibility and insurance benefits.
• Collect patient responsibility, record and then safeguard appropriately.
• Answer incoming and make outbound calls to support patient estimates.
• Whenever possible, resolve questions directly so that patient receives prompt satisfaction.
• Respond promptly to all inquiries or notify patient if there will be a delay in obtaining a final resolution to the problem.
• Research/audit patient accounts and merge duplicate accounts.
• Research/audit patient accounts for refunds, adjustments and money moves.
• Take note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attend in-service training to improve skills and to keep abreast of changes.
• Work reports as assigned.
• Document all actions in the system notes.
• Demonstrate a positive attitude and serve others with personal service 100% of the time.
• Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.
• Meet customer satisfaction standards set forth by management.
• Meet productivity/performance standards as set forth by management.
• Adhere to all company policies and procedures.
• Perform other duties as assigned.

Qualifications

• Minimum of 2 years of customer service or billing collections experience required.
• High-school graduate or equivalent required.
• Associate degree in Health or Business Administration, or related field of study preferred.
• Equivalent combination of education and experience will be considered.
• Prior experience in a healthcare organization preferred.
• Bilingual Spanish preferred.
• Excellent verbal and written communication skills with the ability to explain information clearly in simple, common language.
• Basic math skills for calculating anesthesia units and proper reimbursement amounts.
• Knowledge of medical terminology preferred.
• Basic knowledge of insurance processing, guidelines, and laws.
• Knowledge of managed care, Medicare and Medicaid guidelines.
• Data entry skills with attention to accuracy and detail.
• Knowledge of CPT, ICD-10 and ASA codes.
• Strong problem-solving skills & decision-making ability.
• Strong analytical skills with the ability to interpret and evaluate information.
• Display a positive teamwork attitude and strong interpersonal skills.
• Have a pleasant disposition and high tolerance level.
• Ability to work effectively and independently.
• Proficiency in computer applications including MS Word, MS Excel, and Compass 21.
• Maintain confidentiality of sensitive information.
• Willingness and ability to follow direction and/or company policy as directed by management.