Outpatient Services Rep LEP

Brown Medicine•Cranston, RI

4d•$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 assists patients with limited English proficiency by using non-English language skills to explain basic clinic policies and procedures and billing processes, and to help complete registration and related forms. When a patient or family needs more specialized medical interpretation, the representative requests assistance through 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. Additional duties include tracking follow-up care related to diagnostic coding and billing/payment resolution, and generating reports that reflect scheduling activity. Employees are expected to model Brown University Health’s values of Compassion, Accountability, Respect, and Excellence and demonstrate its core Success Factors: Instill Trust and Value Differences, Patient and Community Focus, and Collaborate. This position is located at Rhode Island Hospital, 593 Eddy Street, Providence, Rhode Island. The stated schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., on the day shift. Driving is not required. The role has no supervisory responsibility.

Requirements

High school diploma or equivalent.
Effective oral and written communication skills.
Fluency in a non-English language spoken by the clinic clientele and/or population served.
Six to twelve months of related clerical experience.
Demonstrated familiarity with online computer data-entry 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.

Nice To Haves

Related clerical experience in a high-volume clinic setting, preferably.

Responsibilities

Schedule outpatient clinic appointments through the hospital’s electronic scheduling system, including determining appointment type, provider clinic, and appointment time; arrange follow-up appointments using the online system.
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 for required pre-authorizations.
Schedule appointments for lab work, diagnostic imaging, or referrals to other medical providers as needed, and refer technical or clinical inquiries to appropriate personnel.
Enter diagnosis and service codes from encounter sheets into the hospital’s online billing system and verify codes as required.
Obtain and organize medical records for physicians and nurses; ensure patient files are complete before visits and follow up with hospital departments to obtain missing records, test results, or x-rays.
Perform outpatient center receptionist duties, including answering and returning telephone calls, making appointment reminder calls, greeting patients, verifying information, and orienting patients to the outpatient center.
Provide culturally appropriate customer service in a non-English language to patients and families with limited English proficiency, including explaining clinic procedures and obtaining demographic and financial information for registration.
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 data, insurance authorization, co-payments, and physician information; collect co-payments and issue receipts.
Produce registration cards using the online system and card embosser; photocopy both sides of insurance cards; confirm insurance eligibility and obtain visit authorizations.
Resolve coding and billing issues in accordance with department policies, identify coding errors or omissions and follow up with clinic personnel, and work with patients and Patient Financial Services representatives to address billing issues, including denials.
Refer patients to a patient advocate for financial counseling when appropriate.
Prepare and maintain reports using the online scheduling and billing systems.
As needed, rotate into a centralized call setting to respond to telephone calls and inquiries.
Perform duties in accordance with the hospital’s mission and its ambulatory-care and administrative/clerical policies and procedures.