Pre Registration/Call Center Customer Service Secretary

Suny Upstate Medical University Syracuse , NY 13201

Posted 2 months ago

Job Summary Knowledge of EPIC appointment scheduling and ability to schedule, cancel, and work in patient appointments. Obtains required demographics and insurance data and enters information into EPIC.

Capable of setting up accounts, adding and/or changing demographics and insurance information, understands procedures needed to ensure accuracy. Follows protocol to merge duplicates. Proficient in following provider preference scheduling protocols and office wide scheduling protocols to ensure patients are scheduled appropriately and with the proper sub-specialty.

Accurately prepares add on charts. Obtains necessary notes, reports and results from referring providers.

Communicates the necessity of diagnostic testing films and reports needed for the appointment as appropriate. Possesses strong customer service skills.

Ability to listen effectively to maintain patient confidence and trust. Ability to effectively communicate in both a verbal and/or written manner with patients, providers, co-workers and management. Knowledgeable in all aspects of insurance referrals.

Obtains necessary insurance authorizations from primary care offices as needed. Informs patient of authorization responsibilities as appropriate. Documents authorization information in EPIC.

Accurately registers all patients; proficiently obtains and enters all demographic and billing information; properly documents notes in account. Consistently identifies when referrals are required, submits appropriate requests to the authorization team and/or notifies patients to obtain. Knowledgeable in current billing information/plans and office billing protocols/policies.

Keeps up to date information regarding participation and referral information. Routinely documents the reason for the appointment, referring MD and all necessary information requested by secretarial and patient care staff. Uses appropriate triage questions to determine appointment urgency. Consistently reminds patients to bring insurance cards, co-pays and any reports, notes or imaging scans (as required). Effectively and consistently communicates office policies with patients:


Par vs. non-par insurance and thoroughly explains options self-pay, payment due and thoroughly explains options, liability and/or school insurance and thoroughly explains options on Health Exchange, par vs. non-par and thoroughly explains options willingly. Performs other assignments and duties as requested by supervisor and does so in a complete manner.

Other duties and tasks as needed and directed by Supervisor or Team Leader.

Minimum Qualifications:

High school or equivalent and two years of directly related medical secretary/office experience. Will consider equivalent combination of education and experience.

Preferred Qualifications:

Familiarity with EMR (Epic) and Orthopedics.

Work Days:

M-F 8:30 am - 5:00 pm

Message to Applicants: Recruitment Office: MedBest Medical Management



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Pre Registration/Call Center Customer Service Secretary

Suny Upstate Medical University