Where compassion meets innovation and technology and our employees are family.

General Purpose of Job:

Reporting to the department manager/director, this position is responsible for the support functions necessary to accomplishing the objective of the department.  These include, but are not limited to functions under the categories of telephone support, patient accounting, clinical support, patient scheduling, registration and patient discharge.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or hospital administration as required.

General Requirements

• Maintains utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines. 
• Adheres and complies with customer service standards and dress code as set forth by the hospital and the department.
• Demonstrates thoroughness and dependability.
• Demonstrates excellent organizational skills.
• Must be detail-oriented.
• Must be able to manage multiple tasks in a busy medical office environment.
• Must be able to effectively communicate and work with patients, family and physicians.
• Must be able to effectively work as a team member.
• Other duties as assigned.
• Demonstrate the ability to understand and speak fluent Spanish

Scheduling/Telephone Support

• Schedule patients for necessary procedures using the appropriate scheduling system.
• Gather pre-registration/pre-admission information.
• Reschedule patients upon patient/physician request.
• Document cancellations/no-shows in the appropriate scheduling system.
• Page medical staff when appropriate.
• Document telephone encounters as appropriate to clinic/department.
• Manage an appointment waiting list.
• Contact patients for appointment scheduling from a follow-up list.
• Call patients to confirm appointment times and offer any other pertinent information such as attendance requirements, education, directions, parking information, etc.

Patient Accounting

• Review schedule/pre-registrations to identify potential duplicate medical record numbers.
• Identify patients with multiple same-day visits to match demographic and insurance data for each pre-registration.
• Verify insurance eligibility and coverage for anticipated procedures.
• Obtain insurance authorization from referring physicians when necessary/appropriate.
• Obtain insurance authorizations from payors when necessary/appropriate.
• Identify co-payment agreements in preparation for collection at the time of service.
• Maintain the correct balance of petty cash on a daily basis.
• Close recurring accounts when appropriate.
• Reconcile insurance card copies with completed registrations.

Clinical Support

• Batch reminder letters for families and physicians.
• Disseminate incoming office mail.
• Review schedules prior to appointment date and assist in resolving scheduling conflicts.
• Prepare medical records prior to appointment (i.e. request medical records from file room, prepare forms packets, gather and attach necessary diagnostic reports, etc.).
• Batch appointment cancellation/no-show letters to families and physicians.

Patient Registration

• Accurately register patients according to training guidelines when the patient presents for services.
• Collect and record co-payments or prompt payment agreements and issue receipt of payment to payor.
• Make a clear copy of insurance card.
• Ensures consent for appropriate level of care is obtained and any additional documentation necessary from the family is obtained and copied.
• Issue patient identification card or wrist-band as appropriate.

Patient Discharge

• Perform necessary follow-up scheduling at discharge.
• Reconcile medical records.
• Process physician orders and/or referrals.
• Mark no-shows and no-shows to reschedule in the appropriate scheduling system.

Other Duties

• Stocks supplies in the front desk area
• Assists with pick up and drop off at airport

Education and/or Experience:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Certificates:

• BLS certified before hire