Clinical Service Representative I-New Patient Referral Team-Department of Neurosurgery

University of Florida•Gainesville, FL

11d

About The Position

This position is responsible for managing the intake and referral process for new patients within the Department of Neurosurgery. Key duties include answering the referral phone line, routing calls, scheduling appointments, communicating appointment details to patients and referring physicians, and sending out new patient information packets. The role also involves taking accurate phone messages, managing faxed information, reviewing and processing in-house referrals in EPIC, verifying patient status, generating medical record numbers, and assisting with insurance verification. Additionally, the position requires obtaining authorization numbers from PCPs or insurance carriers and filing pending referrals.

Requirements

High school diploma or equivalent.

Nice To Haves

Customer service experience
Knowledgeable of phone etiquette
Epic experience
Knowledge of medical terminology
Solid organization skills

Responsibilities

Answer intake/referral phone line and route patient calls to the correct team member.
Schedule patient appointments in the scheduling system.
Assist with calling patients and/or referring physicians with appointment dates and times, or to obtain additional or corrected information.
Send out new patient letters/packets, as needed.
Take accurate, legible, and complete phone messages when required.
Retrieve and distribute fax information sent from patients and referring physicians.
Review in-house referrals sent through EPIC, verifying completeness and requesting further information as required.
Check EPIC to ensure the patient is a new patient and not a return.
Assist with generating medical record numbers for new patients.
Assist other team members by calling insurance carriers or using on-line services to verify patient’s medical insurance, including dates of service, co-pays, deductibles, and provider participation.
Obtain from the PCP an authorization number or contact insurance carrier to obtain authorization, as needed.
File pending referrals in alpha sequence.