Care Connection Associate, Hanford Call Center (Full-Time, Day Shift)

Adventist Health • Hanford, CA

7d • $25 - $30 • Onsite

About The Position

This role will support clinic operations by coordinating appointments, processing medication refill requests, and managing verification inquiries in a non-patient-facing environment. The Care Connection Associate is responsible for managing incoming and outgoing referrals from Imaging, primary and specialty providers in a timely and professional manner. They will schedule appointments according to practice policy, maintain positive relations with referral sources, and schedule appointments from various electronic referral systems, fax, email, and web requests. Additionally, this role participates in marketing to referring practices and provides quality customer service and patient financial responsibilities. This includes obtaining insurance authorization and benefit verification for imaging procedures and specialty referrals.

Requirements

• Manages incoming and outgoing referrals from Imaging, primary and specialty providers in a timely and professional manner
• Schedules appointments according to practice policy
• Maintains positive relations with referral sources
• Schedules appointments from third party electronic referral systems, fax, email and web requests
• Participates in marketing to referring practices
• Provides quality customer service & patient financial responsibilities to patients, referring physicians, visitors and internal customers
• Obtaining insurance authorization and benefit verification for imaging procedures and specialty referrals
• Processes inbound and outbound referrals, verifies referrals are correctly ordered according to protocols in the EHR.
• Obtains benefit verification and necessary authorizations (referrals, pre-certification) prior to patient arrival for all ambulatory visits, procedures, injections and radiology services.
• Uses online, web-based verification systems and reviews real-time eligibility responses to ensure accuracy of insurance eligibility.
• Verifies patient demographic information and insurance eligibility including coordination of benefits; updates and confirms as necessary to allow processing of claims to insurance plans.
• Serves as navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns.
• Occasionally assumes advocate role on the patient’s behalf with the carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion.
• Assists patient in problem-solving potential issues related to the healthcare system, financial or social barriers (e.g., request interpreters as appropriate, transportation services or prescription assistance).
• Maintains satisfactory productivity rates and ensures the timeliness of referral and scheduling while maintaining work queue goals.
• Collaborates effectively with Care Connection Center associates and responds to provider (internal and external) and support staff questions, requests and concerns regarding the status of patient referrals, care coordination or follow-up status.
• Coordinating appointments.
• Processing medication refill requests.
• Managing verification inquiries.

Nice To Haves

• High School Education/GED or equivalent: Preferred
• Associate’s/Technical Degree or equivalent combination of education/related experience: Preferred

Responsibilities

• Processes inbound and outbound referrals, verifies referrals are correctly ordered according to protocols in the EHR.
• Obtains benefit verification and necessary authorizations (referrals, pre-certification) prior to patient arrival for all ambulatory visits, procedures, injections and radiology services.
• Uses online, web-based verification systems and reviews real-time eligibility responses to ensure accuracy of insurance eligibility.
• Verifies patient demographic information and insurance eligibility including coordination of benefits; updates and confirms as necessary to allow processing of claims to insurance plans.
• Serves as navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns.
• Occasionally assumes advocate role on the patient’s behalf with the carrier to ensure approval of the necessary supplies/services for the patient in a timely fashion.
• Assists patient in problem-solving potential issues related to the healthcare system, financial or social barriers (e.g., request interpreters as appropriate, transportation services or prescription assistance).
• Maintains satisfactory productivity rates and ensures the timeliness of referral and scheduling while maintaining work queue goals.
• Collaborates effectively with Care Connection Center associates and responds to provider (internal and external) and support staff questions, requests and concerns regarding the status of patient referrals, care coordination or follow-up status.
• Performs other job-related duties as assigned.
• Coordinating appointments.
• Processing medication refill requests.
• Managing verification inquiries.

Benefits

• All required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED