Outpatient Services Rep LEP

Brown Medicine•Cranston, RI

2d•$22 - $23•Onsite

About The Position

Under general supervision and according to established policies and procedures, the Outpatient Services Rep LEP schedules outpatient clinic appointments, receives, interviews, and registers patients, and prepares related paper and electronic records. The role provides customer assistance to patients with limited English proficiency using second-language skills to explain basic clinic policies and procedures, billing procedures, and registration forms. When more specialized medical interpretation is needed, the representative contacts the Hospital’s internal or external interpreter services. The position performs patient-record preparation, registration and pre-registration, problem resolution, appointment scheduling, and co-payment preparation and collection. Ancillary duties include tracking follow-up care related to diagnostic coding and billing/payment resolution, and generating reports that reflect scheduling activities. Employees are expected to model Brown University Health’s values of Compassion, Accountability, Respect, and Excellence and demonstrate the 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, including fluency in a non-English language spoken by the clinic clientele or population served.
Six to twelve months of related clerical experience, preferably in a high-volume clinic setting.
Familiarity with online computer data entry and access procedures, medical terminology, and clinic billing processes.
Experience demonstrating strong customer service, cultural sensitivity, and effective oral and written communication in English and a specified second language.

Responsibilities

Schedule outpatient clinic and follow-up appointments using the hospital’s electronic scheduling system, establishing appointment type, provider clinic, and appointment time.
Mail informational material to new patients before scheduled appointments.
Contact outside agencies to obtain pertinent patient information and coordinate clinic or treatment programs.
Contact third-party payors to obtain required pre-authorizations and confirm patient eligibility and visit authorizations.
Schedule appointments for lab work, diagnostic imaging, or referrals to other medical providers as needed; refer technical or clinical inquiries to appropriate personnel.
Obtain and organize medical records for physicians and nurses, ensure patient files are complete before visits, and follow up with hospital departments for missing records, lab results, or x-rays.
Perform receptionist duties, including answering and returning calls, making appointment reminder calls, greeting patients, verifying information, and orienting patients to the outpatient center.
Provide culturally appropriate customer service in a second language to patients and families with limited English proficiency; assist with clinic information, demographic and financial information, registration forms, and records.
Recognize when specialized interpretation is needed and contact hospital interpreter services or the automated language assistance line.
Complete pre-registration and registration using the online billing system; verify demographic and insurance information, authorizations, co-pays, and physician details.
Collect co-payments, provide receipts, produce registration cards using the online system and card embosser, and photocopy both sides of insurance cards.
Enter diagnosis and service codes from encounter sheets into the online billing system; verify code appropriateness and resolve errors or omissions with clinic personnel.
Resolve billing issues, including denials, in coordination with patients and patient financial services; refer patients to a patient advocate for financial counseling when appropriate.
Prepare and maintain reports using online scheduling and billing systems.
Rotate into a centralized call-room setting to respond to telephone inquiries as needed.
Perform duties in accordance with the Hospital’s mission and its ambulatory-care, administrative, and clerical policies and procedures.