Overview
This position is responsible for working with patients, assisting with infusion/chemotherapy scheduling, and getting authorization from insurance companies regarding future procedures. This position will also assist patients with scheduling follow up appointments as needed. The position will support the patient access associates as deemed necessary by clinic supervisor. This position will primarily work with the chemotherapy/infusion center but may provide support in other areas as needed.
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Responsibilities
Duties and Responsibilities
Schedule infusion center/chemotherapy appointments and fax needed information to facilities. Schedule/Bay placement of Patients. Schedule return appointments. Responsible for confirming prior authorization is completed for patients prior to scheduling them. Document in patient chart on who authorized the procedure. Schedule/order lab tests as needed for infusion/chemotherapy patients including port draws. Accurately and completely obtains and verifies patient information in regard to demographics and insurance coverage for registration and scheduling, along with obtaining conditions of admission signature. Assign HAR to scheduled patients, print out name bands and labels. Assist with clinic medical record releases as needed. Work with direct staff to complete the work que including medical necessity and proper diagnosis forms. Coordinates with providers and patient/families regarding appointment scheduling. Assist with other duties as assigned such as answering the phone, assisting with quality studies, obtaining, and faxing orders as needed, notifying pharmacy of patient’s arrival, and transcribing the infusion schedule.
Communication and Skills
Objectively and effectively communicates at a personal and professional level. Exhibits exceptional communication skills in working with a variety of individuals. Manages up the clinic and professional staff to alleviate patient/family anxiety and confidence in the care received. Handles phone calls in a professional and timely manner to enhance communication for patients/families and providers. Knowledgeable of various insurance policies, co-payments, and coinsurances to effectively communicate payment information to patient/family. Assist with arrangement of interpreter when needed. Maintain a neat and organized work area.
Compliance
Reports any questions or concerns regarding compliance immediately to the attention of the department or organization/hospital administrative staff. Utilizes a family-centered approach (considering physical, psych/social, spiritual, educational, safety and related criteria) appropriate to the age of the patients served. Accepts responsibility and developing personal and professional skills and knowledge related to the work area assigned. Demonstrates initiative to improve quality and customer service by striving to exceed customer expectations. Balances team and individual responsibilities; open and objective to other’s views; gives them welcome feedback; contributes to positive team goals; and puts the success of the team above own interests.
Required
Education: High school education required.
Experience: 2 years of customer service experience in a hospital or clinic setting preferred.
License(s)/Certification(s): Valid driver’s license when driving any vehicle for work-related reasons. Abides by all clinic departmental policies. Demonstrates positive interactions and attitudes with peers, customers, medical staff, visitors, and patients. Demonstrates ability to work effectively with all levels of management and employees. Must be an organized, motivated individual. Accepts responsibility for maintaining and developing own skills knowledge of work area. Demonstrates responsibility and accountability for workplace safety. Willingness to learn additional IT applications as assigned. Participates in meetings requested to attend. Knows and can implement all fire regulations, fire safety, and disaster alert procedures if needed.
Preferred
Education: Associates degree preferred
Experience: 2 years billing/financial counselor experience or health care related experience. Previous experience with EPIC preferred.