Office Specialist

HCA Healthcare•Richmond, VA

About The Position

The Office Specialist performs front-office functions at Independence Park Imaging, including patient registration, insurance verification, authorization, payment collection, appointment scheduling, release-of-information management, and phone support. The role may be performed in person at the facility or through a work-from-home option. It also supports patient communications, records management, reporting, and the orientation and training of new staff under the Center Director’s guidance.

Requirements

High school diploma or GED.
One year of customer service experience.
Knowledge of data-entry techniques.
Ability to learn and use various IT platforms.
Ability to understand and explain health insurance benefits.
Ability to communicate effectively with patients, referring providers, insurance providers, and billing offices.
Ability to use a computer, 10-key calculator, fax machine, and photocopier.
Organizational skills.
Ability to establish and maintain effective working relationships with staff, referral sources, and patients.
Ability to maintain confidentiality and demonstrate integrity.

Nice To Haves

Experience in a medical environment involving patient registration and application of health-plan benefits is preferred.

Responsibilities

Answer incoming customer and informational calls promptly and courteously, respond to voicemail, and route calls appropriately.
Navigate payer systems and websites to determine coverage, authorization information, and patient financial responsibility.
Assess potential charity-care eligibility and guide patients through the application process.
Verify insurance, determine patient financial responsibility, and collect copayments and other payments.
Update patient demographic information.
Obtain or ensure pre-authorization and medical necessity for procedures.
Run state license and OIG sanctions checks on providers and relay documentation.
Schedule, reschedule, and register patients for procedures using the Center’s IT systems.
Manage the release of information to providers and patients, including HIPAA-compliant release of protected health information.
Run Meditech day-end reports for unresolved items.
Scan, file, and manage paper documentation; fax or phone results as indicated.
Provide patient preparation materials and instructions, and log their distribution.
Sort incoming mail and process correspondence, including credit card payments and payment plans.
Make outbound appointment reminder, mammography courtesy, and missed-appointment recovery calls, and schedule patients as appropriate.
Problem-solve to provide a positive patient experience despite barriers.
Perform other related work as assigned by the immediate supervisor.
Coordinate or participate in orientation and training of new staff under the Center Director’s guidance.

Benefits

Medical, prescription drug, dental, vision, behavioral health, and telemedicine coverage.
Wellbeing support, including free counseling and referral services.
Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
401(k) plan with a 100% match on 3% to 9% of pay, based on years of service.
Employee Stock Purchase Plan and flexible spending accounts.
Preferred banking partnerships, retirement-readiness tools, rollover support, and financial wellbeing counseling.
Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
Fertility and family-building benefits and adoption assistance.
Life insurance and supplemental health protection plans.
Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.