Patient Access Engagement Specialist II - Referral Management

Description

JOB REQUIREMENTS:

• Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare.

• Answer inbound calls in high volume call center environment.

• Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times.

• Enters all patient demographic, medical and financial information accurately into Cerner Millennium Scheduling Epic system.

• Maintain basic understanding of insurance, pre-certification and referrals.

• Performs scheduling functions in accordance with policies and procedures.

• Responsible for the scheduling, rescheduling and cancellation of all outpatient and procedures These services include but not limited to: radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.

• Maintains a good working relationships with physician offices and fellow colleagues within the hospital.

• Ensures confidentiality of patient information.

• Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations/scheduling.

• Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed.

• Provide timely responses to all inquiries (verbal / written) regarding patient accounts.

• This position also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways.

• Maintain acceptable productivity standards in high volume call center environment.

• Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form.

• 100% of work time spent on answering calls and scheduling appointments.

• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

MINIMUM QUALIFICATIONS:

• Minimum 6 months to one year of medical office experience, scheduling environment or call center required.

• AS/BS degree in Business Administration, Healthcare or medical office experience, scheduling environment or call center is preferred.

• Demonstrated key competencies, knowledge & proficiency of Patient Access Engagement Specialist duties and workflow.

• Quality scores within expected range as outlined.

• No performance or disciplinary issues.

• ADDITIONAL REQUIREMENTS: Complete training exams with a passing score, proficient in 17 sections/skills, maintain quality scores of 85% or above, schedule adherence within established guidelines, proficient in all registration aspects, ability to navigate multiple applications, strong computer, writing and customer service skills.

PHYSICAL REQUIREMENTS: (Medium/Max 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock , Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.