GUEST EXPERIENCE NAVIGATOR DESK - FULL TIME

WATSON CLINIC LLP•Baltimore, MD

About The Position

The Guest Experience Navigator Desk role greets patients at registration desks and verifies and updates demographic, emergency contact, guarantor, address, phone number, and Meaningful Use information. The position supports patient registration, appointment scheduling, insurance eligibility, payment collection, and maintaining an orderly lobby while following applicable physician, provider, desk, location, and payment policies.

Requirements

High school graduate or equivalent (GED).
Medical terminology and/or knowledge in the medical field.
Two to three years of customer service experience.

Nice To Haves

One or more years of experience within a medical or insurance environment is preferred.

Responsibilities

Verify patient demographics and conduct a complete patient search to avoid duplicate records.
Provide patients with questionnaires and appropriate forms according to physician or provider protocols.
Enter payment sources accurately in EPM and build and attach the appropriate case, including liability, workers’ compensation, agency, grants, employer, or legal cases.
Run insurance eligibility checks accurately.
Monitor the lobby, keep patients informed courteously about delays, and ensure patients are not waiting excessively.
Arrive patients in a timely manner.
Maintain lobby reading materials and remove items with inappropriate content; keep the lobby neat and clean throughout the day.
Schedule and cancel appointments accurately according to physician, provider, desk, and location protocols.
Arrive and schedule appointments proportionately and run report sets as applicable.
Collect payments using appropriate payment codes and issue receipts.
Follow the IDX Alert policy before scheduling appointments and follow PFS collection comments.
Close the payment batch accurately before leaving for the day and deposit it in the designated area.