Training - 8a-4:30p Monday through Friday. After training period, the Client will transition to permanent hours 9:30a-6pm. *Training times subject to change and can be between business hours of 7a-6pm*
Responsibilities:
• Consistently practices Patients First philosophy and adheres to high standards of customer service. This includes setting an example to peers, coworkers, etc. by fostering a team atmosphere.
• Responds to questions and concerns. Forwards, directs, and notifies Team Lead or Operations Coordinator of extraordinary issues as necessary.
• Maintains patient confidentiality per HIPAA regulations.
Specific Responsibilities
• Provides exceptional customer service to patients which establishes a positive first impression of Northwestern Medicine. Exceeds all consumer requests and alerts management of issues or concerns that require escalation.
• Correctly identifies and collects patient demographic information in accordance with organization standards.
• Interacts with various hospital departments and physician's offices to effectively schedule and direct patients through the NMHC systems in a patient/customer friendly manner.
• Reaches out to patients to schedule an appointment as defined.
• Performs medical necessity checks as necessary for scheduled services, communicate options to patient if appointment fails.
• Inform patients of any issues with securing the financial account for their encounter.
• Completes out-of-pocket estimations as requested by patients.
• Provides training and education as needed.
• Manages work schedule efficiently, completing tasks and assignments on time.
• Completes other duties assigned by manager. Cross training between various departments will take place to ensure coverage.
• Participates in Quality Assurance reviews to ensure integrity of patient data information.
• Use effective service recovery skills to solve problems or service breakdowns when they occur.
• Utilizes department and hospital policies and procedures to complete assigned tasks.
• Adherence to all department policies and compliance requirements.
• Avoids putting patients in financial or safety risk.
• Other duties as assigned.
Communication and Collaboration
• Communicates information to the patient regarding questions about physician referrals, insurance referrals and consultations. Collects authorization numbers in appropriate systems as applicable.
• Provides a professional and constructive environment for communication across units/departments and resolves operational issues. May attend intra/interdepartmental meetings which involve walking within NM Campus.
• Communicates customer satisfaction issues to appropriate individuals.
• Demonstrates teamwork by helping co-workers within and across departments. Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others.
• Interacts with internal customers to provide excellent support service to staff in departments which provide direct patient care.
• Accommodates all levels of communication ability.
Technology
• Utilizes multiple online order retrieval systems to verify or print the patient's order.
• Verifies insurance eligibility and benefit levels using online tools (NDAS, ASF, etc.) or over the phone as necessary.
• Completes accurate handoff instructions and notes to scheduling staff, by noting appropriately in Epic.
• Demonstrates ability to use all computer applications efficiently and to the capacity needed in this position.
• Runs real time eligibility (RTE) on all patients to verify insurance and follows out of network policies as applicable.
• Sends quality Epic Messages/Telephone encounters that are descriptive and grammatically correct.
Efficiency, Process Improvement, and Business Growth
• Proactive in preventing issues with patient visit by double checking type of test, preps required, assuring no conflict with other tests, verifying time and location, communicating relevant information, verifying documenting order retrieval in notes for check-in person, ensures there are no duplicate patient records.
• Understands minimum data set required for a complete registration, collects and verifies critical data and updates that information into the registration system.
• Understands departmental and individual quality metrics.
• Proactively analyzes account activity, identifies problems, and initiates appropriate actions/resolutions.
• Evaluates procedures and suggests improvements to enhance customer service and operational efficiency.
• Participates in departmental quality improvement activities.
• Provides ideas and suggestions for process improvements within the department.
• Monitors registration and scheduling, including insurance verification to ensure processing within prescribed quality standards.
• Adjust processes as needed to meet standards.
• Use organizational and unit/department resources efficiently.
• Acts as a training resource for new staff and a resource for coworkers, sharing process and workflow information.
• Understands that schedule may change to reflect shifting business needs.
• Evolve and learn as healthcare policies change.
Qualifications:
Required:
• High School diploma or equivalent.
• 2-3 years customer service or medical office experience.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency in computer data-entry/typing.
• Excellent verbal and written communication skills.
• Ability to read, write, and communicate effectively in English.
• Basic Computer Skills.
• Ability to type 40 wpm.
• Ability to multi-task.
• Customer service oriented.
• Excellent organizational, time management, analytical, and problem solving skills.
Preferred:
• Additional education.
• Additional language skills.
• Healthcare finance and/or healthcare insurance experience.
• Knowledge and experience in a healthcare setting, especially patient scheduling and/or registration.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.