Support Representative II - PRN (1St Shift, M-F)

Overview

This position is accountable to provide front office support which includes, but not limited to the following, customer service to patients, referral, registration, and scheduling processing, general information to the public regarding department services, revenue cycle support, patient support as well as duties to support the team whether internal or external.

Responsibilities

Revenue Cycle Support. Accurately performs data entry of provider charges to the appropriate patient account in the EMR. Accurately and independently coordinates all patient schedules for all programs.

Reschedules patient program cancellations when applicable. Understands insurance pre-authorization requirements for all major contracts and obtains documents/appropriate insurance authorization information from the referring Physician. Verifies benefits for referred patients when applicable.

Verifies valid referral/prescription for services from referral source including patient name, diagnosis, MD signature and date with time.

Registers patients accurately with a minimum number of duplicate medical record errors. Assures timely and accurate completion of billing; completes charge verification for accuracy and corrects any errors (reconciles the daily charges). Generates monthly stats.

When applicable collects payment for services, monthly/weekly payments, deductibles, co-payments, and or supplies/badge deposit.--------------------------------------------------Patient/Customer Processing (Referral, registration scheduling). Interact courteously and effectively with Insurance Companies, managed Care Groups and other agencies to obtain verification of benefits for services provided. Arrives patient to scheduled session. Accurately discharges patients from the schedule/system.

Accurately registers patients according to hospital /department protocol including selecting the proper patient, updating/creating demographic and diagnostic information, etc. Understands insurance pre-authorization requirements for all major contracts and obtains/documents appropriate insurance authorization information on referral form.--------------------------------------------------Front Office Operations. Cooperates in departmental cross-training to ensure adequate front office coverage at all times.

Interface courteously and effectively with patients, visitors and staff in person and by phone, in order to give assistance. Answer questions and facilitate a pleasant atmosphere throughout the department. Phone, Voice Mail messages setup, checks voice mail messages providing staff with communication.

Appropriately manages all incoming calls including providing accurate responses, triaging calls and taking accurate messages. Assists in maintaining front office inventory and order of department supplies. Consistently notices when supplies are low and initiates requests for replacements.

Checks for receipt of all charge sheets from clinical staff. Regularly attend staff meetings, training sessions as required. Provide assistance for setup of department in-service/lunch and learn sessions.

Distributes mail to appropriate personnel. Checks mailroom at least weekly. Faxes outgoing messages, assisting clinical staff whenever needed with faxing.

Receives and sorts faxes. Maintains work area in orderly fashion. Makes phone calls to confirm new patient appointments within department goal time.

Recognizes equipment malfunctions and initiates requests for to appropriate department for repairs (ex: Service Response, Facilities Management, Assist desk).--------------------------------------------------Patient Support. Assists with transports via wheelchair to North Tower valet or other points of entry/exit.

Assists clinical staff with transport via wheelchair or transfer bed to ED when necessary and appropriate. Preps patient records/charts for Scan Center. Medical records management Facilitates the preparations and purging of patient medical records and send in timely manner to Scan Center.

This includes Maintenance program files. Thoroughly explains rehab policies and procedures to patients. Assists in keeping gym in an orderly fashion, i.e. free from dust on equipment and trip hazards, etc.

Assists in maintaining exercise environment in high state of readiness for customers who are participating in individualized exercise programs. Demonstrates proficiency in all appropriate competencies as per departmental protocol. Under the direction of RN and EP clinical staff, provide additional patient support assessments, to increase the efficiency of throughput, i.e. capturing blood pressures, SpO2 readings, etc.--------------------------------------------------Team Support.

Participates in taking Meeting minutes. Coordinates with RN navigator/RN Case Managers /Exercise Physiologist and other members of the team. Assists in orientating new team members as needed.

Completes work in a manner to enhance patient satisfaction. Offers assistance to co-workers, working on projects or wherever there is a need with workflow tasks completion. Establishes excellent working relationships with referring offices.

Understands office referral needs and works with offices to meet needs. Knows referral and unit targets for the month and works to achieve targets. Understands customer needs and consistently works to achieve positive outcomes.

Assists in maintaining department cleanliness and order on a daily, weekly and monthly basis. Coordinates with the clinical staff Outcomes data information and accurately inputs data to the program registries. Maintains system databases such as referral databases or Program outcome registries.--------------------------------------------------

Qualifications

EDUCATION:Required: High School Graduate or Equivalent.Preferred:

Associate Degree or Bachelor?s Degree preferred. EXPERIENCE:Required: 1 year minimum of related experience.

Keyboard and computer experience.

Knowledge of medical terminology.Preferred: Knowledge of medical terminology and experience in a health care setting preferred. An equivalent combination of education and experience may be considered. LICENSURE/CERTIFICATION/REGISTRY/LISTING:REQUIREDBLS (CPR)-American Red Cross or AHA Healthcare Provider PREFERRED