Outpatient Services Rep LEP

Brown Medicine • Cranston, RI

7d • $22 - $23 • Onsite

About The Position

Under general supervision and according to established policies and procedures, this role schedules outpatient clinic appointments, receives, interviews, and registers patients, and prepares related paper and electronic records. As needed, provides customer assistance to patients with limited-English proficiency (LEP) by explaining basic information regarding clinic policies, billing procedures, and assisting with registration forms. Recognizes when specialized interpretation is needed and requests it through the Hospital’s interpreter services. Performs duties related to patient record preparation, registration/pre-registration, problem resolution, appointment scheduling, and co-payment collection. Additionally, performs ancillary duties such as tracking and status of follow-up care related to specific diagnostic coding, billing/payment resolution, and generating system reports for scheduling activities. Employees are expected to role model the organization's values of Compassion, Accountability, Respect, and Excellence, and demonstrate core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate.

Requirements

• High School Diploma or equivalent.
• Effective oral and written communication skills.
• Specific, non-English fluency as spoken by clinic clientele and/or population serviced.
• Six to twelve months related clerical experience, preferably in a high-volume clinic setting.
• Demonstrated familiarity with on-line computer data entry and access procedures.
• Familiarity with medical terminology and clinic billing processes.
• Experience demonstrating a high level of customer service.
• Cultural sensitivity.
• Effective oral and written communication skills in English and a specified second language.

Responsibilities

• Schedules outpatient clinic appointments for patients using the hospital's electronic scheduling system, including establishing appointment type, provider clinic, and time.
• Schedules follow-up appointments using the on-line scheduling system.
• Mails informational material to new patients in advance of scheduled appointments.
• Contacts agencies outside the Hospital to obtain pertinent patient information and coordinate clinic/treatment programs.
• Contacts third-party payors to obtain required pre-authorizations.
• May schedule appointments for patients needing lab work, diagnostic imaging, or referrals to other medical providers.
• Refers technical/clinical inquiries to appropriate personnel.
• Utilizes the on-line billing system to enter diagnosis/service codes from encounter sheets.
• Obtains and organizes medical records for physicians and nurses, ensuring patient files are complete prior to treatment/clinic visits.
• Evaluates patient files prior to scheduled visits and follows up with other Hospital departments to obtain missing data.
• Acts as an outpatient center receptionist, making telephone calls for appointment reminders.
• Answers incoming calls and returns phone calls to patients, physician offices, and other medical providers.
• Greets arriving patients, verifies pertinent information and physician using the online billing system.
• Orients patients to the specific outpatient center.
• Interacts effectively with patients and their family members to provide mature, quality customer service.
• Uses non-English language skills to provide culturally appropriate customer service to patients with limited English proficiency, explaining clinic procedures, and obtaining demographic and financial information for registration.
• Contacts the Hospital’s interpreter services and/or the automated language assistance line to request additional support as necessary.
• Completes pre-registration and registration process using the on-line billing system, verifying demographic data, insurance authorization, co-pays, and physician.
• Collects co-payments and provides patients with receipts.
• Produces registration cards using the on-line system and card embosser.
• Photocopies front and back of insurance cards.
• Confirms patient eligibility with insurance carriers and obtains visit authorizations.
• Ensures all coding and billing duties are performed in accordance with department policies and procedures.
• Enters diagnosis codes/service codes as indicated on encounter sheets using the on-line billing system.
• Verifies the appropriateness of diagnostic codes before entering them into the billing system, recognizing and resolving errors or omissions.
• Interacts with patients and representatives in patient financial services to resolve billing issues, including denials.
• Refers patients to patient advocates for financial counseling.
• Prepares and maintains related reports using both the online scheduling and billing systems.
• May respond to telephone inquiries by rotating into a centralized setting (i.e., a call room).
• Performs all duties in accordance with the Hospital’s mission, the defined role of ambulatory care, and defined administrative/clerical rules, procedures, and policies.

Benefits

• Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

What This Job Offers

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