The Christ Hospital Health Network Pre-Services Coordinator provides the highest level of customer service to our patients. This individual understands that this patient interaction often determines the tone for the patients’ healthcare experience. This position has contact with the patient to schedule their ordered services. This includes coordinating pre-service appointments necessary in advance of the ordered service. Additionally, demographic information is obtained from the patient and entered into the computer system that is necessary to support the care of the patient, billing process, and minimizing the amount of information that must be collected when the patient presents for service. Lastly, this position collects payment from the patient as determined by the estimate and arranges payment plans as necessary based on the patient’s current financial situation. This position must also have expert knowledge of insurance plans, insurance regulations, and insurance benefit and coverages as they relate to the service rendered, so that the patients cost for the service can be explained in a manner that the patient understands and agrees to. These conversations are detailed and sensitive conversations so this individual must have the confidence yet compassion to support these conversations. This position is the single source of contact for our patients scheduling, pre-registration, and healthcare cost needs.

SCHEDULING/REGISTRATION

Call, schedule, pre-register, explain estimates, and collect on patient accounts via appointment scheduling work queues as well as incoming line. Work collaboratively in teams to efficiently handle call volume and manage call queues.

Confirms surgery appointment with patient once authorization/certification and estimate is complete.

Create Medical Record numbers and enter registration information following established guidelines.

Collect demographic and billing information in a courteous and professional manner.

Identify, document and provide feedback to management on issues that impact departmental workflow.

Participate in activities related to organizational, regulatory, and governmental compliance.

Document medical history as obtained from scheduling to complete patient questionnaires.

Answer customer's questions regarding preparations for appointments, directions to clinics, and general hospital questions.

Ensure accuracy, appropriate documentation, issues and reschedules following scripts as written.

Quality Improvement by remaining current on scheduling center protocols including daily updates.

Train and serve as a coach to new staff, as assigned.

ELECTRONIC ORDERS WORK QUEUE

Interpret orders for testing and compliance with divisional guidelines.

Affirms test name, diagnosis, and history and physician signature.

Schedule and register patient.

Initiate call to physician office to request an order, if applicable.

Accurately enter demographics.

Ability to create a new medical record number, mark orders as scheduled, including recalls.

INSURANCE KNOWLEDGE

Knowledgeable of price estimation requirements: coverage, allowable charges, and patient benefits in order to provide patient estimates at the time of service. This includes deductible, coinsurance, copay, and out-of-pocket maximum information.

Develop and maintain knowledge of insurance plans and account statuses.

Ensure that the patient's coverage reflects the correct filing order.

Create Guarantor accounts and ensure the appropriate account is selected for the patient's visit.

CASH HANDLING

Accurately collect and post according to specified protocols, all require and mandatory co-payments and patient liabilities.

Provide families with hospital Financial Assistance Programs, self-pay discount information, and applications for assistance.

If financial necessity dictates, place patients on a payment plan.

KNOWLEDGE AND SKILLS:

EDUCATION: High School Diploma or GED required. Associates Degree preferred or equivalent combination of education and experience.

YEARS OF EXPERIENCE: One to three years’ experience in registration and scheduling required. One to three years of customer service experience required.

REQUIRED SKILLS AND KNOWLEDGE:

Knowledge of basic computer applications such as Microsoft Office. Familiarity with accessing web applications over the Internet. Epic experience preferred.

Demonstrate excellent communication skills and the ability to deal with customers who are often adversarial.

Ability to track details meticulously, without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them.

Demonstrate attention to detail, teamwork skills and the ability to prioritize and meet deadlines.

Ability to work both independently and in a team environment.

Capable of using inductive and deductive reasoning to formulate general rules or principles and applying them to work; identifying flaws in logical reasoning; understanding complex conceptual relationships; accurately detecting underlying themes or patterns in data.

Ability to independently work through details of a problem to reach a positive solution. Skilled at making one phone call after another to reach desired productivity.

Ability to function in a fast-paced call center work environment with multiple responsibilities.

Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself.

Preferred

LICENSES REGISTRATIONS &/or CERTIFICATIONS:

Annual Registration Competency Review

Other Credentials Required or Preferred: None