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Welcome to Lahey Health Primary Care. With over 55 primary care practices in more than 30 nearby communities , our primary care physicians and care teams provide quality close to where our patients live or work. We have a team approach to patient care and have developed long-standing, mutually respectful relationships with local specialists at our affiliate hospitals to guide and support the most effective and efficient patient care. As part of the Beth Israel Lahey Health system, we now have the opportunity to care for even more individuals across eastern Massachusetts.
About the Job
Position Summary:Under general supervision of the department supervisor and/or manager, and following established procedures, performs a variety of tasks associated with the registration, scheduling, and collection of critical billing information for patients utilizing Lahey Health. In order to qualify for this role, the Registration & Scheduling Specialist must do all of the following: Attend and successfully complete the defined training program, earn a passing grade on the post test and achieve "certification," demonstrate proficiency in all aspects of the job, and spend at least 85% of their time working at Lahey Health functioning as the Registration & Scheduling Specialist. Under the general supervision of the Director (or designee) and within established hospital, clinic, and departmental policies and procedures, is certified (tested) as a "Specialist" by Lahey Health and performs all of the following activities: Face-to-face patient registration and scheduling of follow-up visits, extensive and correct use of Meditech to ensure that payors are correctly billed for timely and full reimbursement, insurance verification, some degree of financial counseling for non-covered patients, accurate processing of patient co-payments.
Essential Duties & Responsibilities including but not limited to:
When necessary, assists in expediting patients from initial check-in to exam.
Identifies all visits associated with alternate insurance cases (i.e. Motor Vehicle Accident, Workers' Compensation, Self Pay Elective) for more timely and accurate billing.
Administers MSP Survey to all Medicare patients, in accordance with Medicare and Lahey Clinic guidelines.
Collects and processes patient payments and co-payments in accordance with established cash handling procedures and Lahey Health Guidelines.
Successfully navigates the outpatient billing system to determine and enter appropriate accounts for maximum financial reimbursement by 3rd party insurance carriers.
Statuses all appointments at the time of check-in. Confirms that all appointments are statused by the end of the business day to insure that all appointments have appropriate charges posted.
Registers all new and established outpatients upon arrival, verifying, collecting, and updating required information when needed. Is held accountable for collecting and data entering information with a high degree of accuracy.
Logs into appropriate telephone split and utilizes the phone system to increase the patient's overall level of satisfaction in answering incoming calls in a timely fashion, when applicable.
Stores physician orders in an organized fashion when necessary.
Schedules Hospital Follow-up appointments per policies and procedures to insure timely medical follow-up after hospital discharge.
Enters future appointment requests in the outpatient scheduling system appropriately, making sure to indicate patient preferences or exclusions for dates and/or times. Interacts with the patient when scheduling future appointments to insure patients' satisfaction and accuracy of demographic and insurance information.
Triages all appointments to appropriate resource, within 98% degree of accuracy and in appropriate time frame. Schedules multiple appointments in the proper sequence within appropriate time frames. Demonstrates an understanding of patients medical/surgical problems for timely access. Escalates questions/issues in a timely manner by seeking assistance from identified resources in order to facilitate access and patient/provider satisfaction. Demonstrates proactive problem solving skills to provide the best possible patient outcome.
Demonstrates understanding of Ref MD access rules and significance of inputting Ref MD information.
Demonstrates understanding of managed care guidelines and booking rules.
Interacts with patients when scheduling appointments to insure patient satisfaction and notifies all patients by phone of any changes in appointments 100% of the time for all transactions; cancels, reschedules, and bumped appointments.
Verifies and updates all insurance and demographic information on existing patients, including gathering any alternate insurance data.
Register new patients to the Lahey system, accurately gathering all pertinent information: demographic, insurance, contact.
Incorporates Lahey Health Guiding Principles, Mission Statement and Goals into daily activities.
Complies with all Lahey Health Policies.
Performs all other duties as needed or directed to meet the needs of the department.
Participates in and successfully completes Mandatory Education.
Participates in departmental and/or interdepartmental quality improvement activities
Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
Demonstrates an understanding of the job description, performance expectations, and competency assessment.
Maintains courteous and effective interactions with colleagues and patients.
Complies with behavioral expectations of the department and Lahey Health.
Maintains a professional relationship with the Lahey Health Team 100% of the time. Maintains confidentiality of all patients information in accordance with Lahey Health Policies.
Demonstrates exceptional customer service stills; responsiveness, empathy and willingness to assess and respond to individual patient needs 100% of the time. Demonstrates flexibility and willingness to work closely with internal customers to maximize patient satisfaction.
Education: High School Diploma
Skills, Knowledge & Abilities: Requires excellent communication skills required to interface with patients and all levels of clinic personnel. Knowledge of medical terminology and anatomy. Knowledge of personal computers.In the absence of any of these skills, demonstrates the ability to be thoroughly trained to meet organizational standards.
Experience: One year of customer service experience; six months year personal computer experience.
DAYS / FULL TIME / 40 HOURS/ MANCHESTER
Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.
Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.
Beth Israel Lahey Health