ASR II - Kelsey Seybold Clinic: Lake Houston Clinic

UnitedHealth Group•Humble, TX

19h•Onsite

About The Position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The ASR II is responsible for providing assistance to patients in a friendly and courteous manner. The ASR II is responsible for check-in and check-out functions, including registration and cashiering. The ASR II must maintain a neat and professional appearance and an organized work area.

Requirements

High School diploma or G.E.D.
1+ years of direct face to face customer service experience
1+ years of cash handling or collections experience
6+ months of experience in a customer facing role within a medical office, healthcare setting or other service-related industry OR 1+ years KSC ASR I with 6 months ASR II cross-training experience and the successful completion of Epic Front Desk Training OR 1+ years KSC CBO, Managed Care or Contact Center experience
Experience with computers and Windows- based software including Word and Excel
Excellent verbal and written communication skills
Basic Math ability
Knowledge of customer service principles and practices
Ability to maintain strict confidentiality of all personal/health sensitive information
Ability to effectively handle challenging situations and to balance multiple priorities
Fluent in English, verbal and written
Professional demeanor, appearance and grooming

Nice To Haves

2+ years of experience working in a physician, hospital, or medical office environment to include patient registration, appointment scheduling or medical billing
2+ years of insurance and /or managed care experience to include insurance verification and the ability to identify, understand and communicate plan details to patients with HMO, PPO, EPO, Medicare Advantage and other plans
2+ years of direct face to face customer service experience
1+ years of cash handling or collections experience in a medical office setting
EMR/Epic experience
Basic calculator skills
Bilingual- English/Spanish

Responsibilities

Commits to collaborative interaction with patients to achieve excellent customer service and high levels of satisfaction.
Endorses mutual respect amongst all members of the healthcare team.
Practices positive guest/peer relationships and works with others to promote an efficient and effective team.
Demonstrates a positive attitude and understands how this relates to creating a caring environment and a favorable impression regarding KSC commitment to the welfare of our patients.
Provides assistance to patients so that the patient can be processed quickly and efficiently and to ensure that accurate information is obtained and conveyed to the patient including: Relaying information regarding wait time to patients.
Answering questions and provides assistance to patients either directly or by referring them to the appropriate person/department.
Assisting with filling out forms and paperwork required by the clinic.
Updating patient demographics and insurance information in Epic.
Obtaining necessary corporate accounts/Worker’s Compensation information and ensure proper billing and reporting, including printout of account information and employer instructions.
Processes check-in and check-out in Epic system allowing for immediate charge entry into the accounts receivable system.
Collects appropriate fees, co-pays, deductibles and co-insurance amounts as determined and documented by the financial review personnel.
Issues receipts for all monies received.
Performs reconciliation procedures in Epic system within 48 hours of date of service, ensuring that accurate charge capture and all revenue generating patient encounters have been closed.
Processes registration of new patients including name search, pseudo number conversion and account set up with insurance, demographic information and scans insurance card into Epic.
Schedules appointments in the computer system following clinic standards and procedures.
Schedules ancillary appointments providing instructions and preps when necessary.
Confirms future appointments one day in advance of appointment or as directed by site management.
Answers, screens and directs incoming calls according to PBX standards and procedures.
Provides assistance to patients so that patient inquiries can be processed quickly and efficiently to ensure that accurate information is obtained and conveyed to the patient including: referring patients to appropriate departments, relaying information regarding phone wait times, answering questions and providing assistance either directly or by referring them to the appropriate person/department.
Reports internal and external complaints to Coordinator, Supervisor or Clinic Administrator in a timely manner.
Activates and cancels call forwarding to/from the Contact Center at the scheduled times.
Takes messages as needed in a complete, concise manner with all required information.
Maintains an updated list of all physicians, departmental and internal extensions.
Performs cash control procedures for daily accounting of opening cash drawer and balancing of end of day totals.
Performs other duties as assigned by the site manager.