Patient Access Rep / Telecommunications Float

Description

As an integral member of the Patient Access Team, the Medical Receptionist and Switchboard Operator Float provides valuable patient service through high quality, efficient and accurate registration processing, and maintains a warm and welcoming environment for our visiting patients and guests.  

For over thirty years, Neuroscience Group has provided excellent neurologic care for the Fox Valley and Northeast Wisconsin. Ours is the only medical facility in the area that combines neurosurgery, neurology, orthopedic spine surgery, interventional and non-interventional pain management, and physical therapy. Our practice has grown to over 50 providers and serves patients in nine outlying clinics scattered throughout the region. Our mission is to improve lives by providing the very best in brain, spine and pain care and we do that by living our company core values: compassionate care, teamwork, fiscal responsibility, continuous learning, leadership and community involvement. 

RESPONSIBILITIES

• Supports and promotes the mission and strategic vision of the organization 
• Supports and promotes the Ideal Patient Experience and Brand Building Basics 
• Responsible for opening and/or closing the clinic daily according to protocol. 
• Answers and accurately routes all incoming phone calls while maintaining exceptional customer service standards. 
• Possesses high level of intelligence, integrity, sense of responsibility, and ability to comprehend and analyze details.
• Using our secure messaging portal, pages response team for corresponding codes.
• Greets all patients and guests, and responds to routine requests for information, in a professional and courteous manner.
• Registers patients, according to practice procedures, accurately and efficiently, and ensures a high-quality experience.
• Collects co-payments and past due balances as directed by the billing services staff. 
• Notify the billing services staff if a patient needs to make payment arrangements or has questions about their payment. 
• Verifies insurance as needed and follows HIPPA standards to ensure patient confidentiality
• Obtains the appropriate patient signatures according to protocol. 
• Notify the clinic staff that the patient has been registered and is ready for their appointment per protocol. 
• Monitors the clinicians’ schedules and informs clinical staff of early/late patient arrivals. Also informs patients if clinician is behind schedule and offers patient option to reschedule appointments. 
• Responsible for maintaining a general knowledge of all insurance and managed care plans accepted by The Neuroscience Group. 
• Sorts and distributes all incoming and outgoing mail according to protocol. 
• Maintains all office equipment in the reception area.
• Balances petty cash and co pay receipts daily.
• Responsible for keeping the reception area neat and clean during clinic hours. 
• Exhibits emotional maturity, stability, and calm in stressful situations
• Utilizes creativity and critical thinking in a team supported environment.
• Stays current with process, procedure and clinic changes and updates relative to operator role.
• Participates in team building, process improvement, and skills enhancement training and events, as determined by the Team Lead.
• Other assigned tasks assigned by Patient Access Coordinator or other members of leadership.

Requirements

QUALIFICATIONS 

• Two years' experience in customer service-related field. 
• Prior experience with health insurance preferred.
• Experience with patient registration and appointment scheduling on a computerized system. 
• Financial knowledge as it relates to posting payments, charges, and balancing. 
• Basic computer knowledge and keyboarding skills. 

TYPICAL PHYSICAL DEMANDS AND WORKING CONDITIONS   

• Requires prolonged sitting, some bending, stooping, and stretching.   
• Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment.  
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.   
• Requires occasional lifting of papers and/or boxes to an approximate 20 to 40-pound weight.   
• Work is performed in an office environment. It involves frequent contact with staff and physicians.  
• Work may be stressful at times.