Facilitates patient access to ambulatory and emergency services and care providers. Schedules patient appointments for visits, procedures, diagnostic tests, referrals and/or consultations. Obtains referral and/or insurance authorization/pre-certification approvals from health plan or primary care physician office. Financial responsibilities may include the following: verifying guarantor information, collection of any monies due at the time of service, charge entry, and hold bill resolution. Provides efficient flow of clinical information via paper and electronic medical records.
- Greets customers in the practice setting or on the telephone, assesses needs and provides information and/or service requested.
- Collects all necessary patient demographic, insurance and clinical information and updates changes when needed.
- Ensures that patient’s insurance allows them to be seen with scheduled physician at National Jewish Health.
- Refers patients to financial counseling if necessary.
- Communicates with clinicians to ensure that patient appointments are accurately ordered and scheduled. Manages physician schedules as assigned to ensure that schedules are full and accurate.
- Maintains communications with patients to keep them apprised of the status of their appointments.
- Acts as a problem solver with patients and clinicians to ensure that scheduling is performed
- Monitors all aspects of individual patient schedules for continuity of appointments and appropriate prerequisite appointments.
- Schedules patient ancillary and physician appointments in a timely, accurate, and efficient manner in accordance with the patient’s schedule.
- Responsible for notifying the Patient Financial Counseling Office of any significant gaps in coverage and/or high co-pays or deductibles prior to services being rendered.
- Verifies outpatient and inpatient insurance, both primary and secondary coverage (when applicable by service type), within set timeframes determined by Administrative Services Management.
- Complete daily reports for scheduling of all types and authorizations.
- Verifies the patients’ insurance and obtains appropriate financial assistance for patients.
- Performs all other duties as assigned.
- Performs, as directed, safety compliance and uses Personal Protective Equipment (PPE), as needed.
- Participates in Quality Assessment (QA) and Quality Improvement (QI) programs, as directed.
- Ensures compliance with The Joint Commission and all other Federal, State and Regulatory Agencies.
- Responds promptly and sincerely to customer’s needs, requests and concerns via all communication forms using easily understood language and refraining from using inappropriate language and non-verbal gestures.
- Maintains positive working relationships as a team player through problem solving issues, speaking positively about others, listening attentively and observing the Patient Bill of Rights and Confidentiality.
- Increases customer service knowledge, skill and ability by participating in department and center-wide specific programs.
- Incorporates National Jewish’s identity (Science Transforming Life®) into daily functions. Speaks positively about the center, provides customers with prompt service, maintains a clean and safe working environment, dresses appropriately based upon National Jewish safety standards, and departmental policies and wears an ID badge visibly.
Knowledge and Skills
Strong computer skills. Strong verbal and written communication skills. Knowledge in Windows, Word, Excel, Power Point, and Outlook. Access software knowledge a plus. Experience on planning, scheduling, prioritizing and organizing work in an environment with frequent interruptions. Demonstrated problem-solving and analytical skills.
Certification and Licensure
High School graduate or equivalent preferred.
A minimum of two (2) years of recent and relevant experience required.
- or - Any equivalent combination of Education and/or Experience
Position is a Clinic environment. Frequent requirements may include: sitting for extended periods, entering and manipulating data on a workstation computer and participating in team/executive meetings. Approximately 75% of daily responsibilities will be working both one-on-one and in teams with other personnel and extended one-on-one contact in a quiet environment where hearing and listening is paramount. Must possess the ability to communicate by observation, verbal, written and listening; standing; walking; climbing stairs; stooping to remove/replace files; good hand-eye coordination; lifting, pulling, pushing, and upper body twisting while handling supplies and equipment; sitting while completing paperwork; using keyboard for PC and word processing needs. Occasional requirements may include: stand, walk, use hands to manipulate, handle or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, and lift/move up to 25 pounds. Incumbent may be scheduled to work an alternate schedule to accommodate essential business needs routine travel by foot or automobile to alternate work/meeting locations, possibly during inclement weather.
No environmental conditions indicated. Professional clinical environment with time of each day spent in interaction with management/staff, patients and families, in addition to planning and working autonomously. Requires teamwork and the ability to handle multiple interruptions; frequently fast-paced; high-pressure; occasionally variable-paced; variable pressure. Personal Protective Equipment (PPE) will be provided to each employee when needed as determined by policy. Utilization of PPE is mandatory. Estimated 1650 employees in the worksite.