Patient Access Contact Center Representative-6

Boys Town • Omaha, NE

10h

About The Position

Acts as the initial contact person fielding incoming calls to BTNRH, focusing on customer service and the patient experience. Offers timely, courteous and confidential assistance to every caller ensuring first call resolution whenever possible. Collects and maintains accurate information on each patient to facilitate the patient encounter. Duties include the use of automated systems to expedite patient scheduling, insurance verification, call message routing, granting portal access and performing preregistration and other scheduling workflows or duties as assigned. SCHEDULE: Monday-Friday 8a-5p

Requirements

• Ability to safeguard the privacy of the medical information in the patient record, maintaining strict confidentiality of the patient’s medical and financial records.
• Ability to communicate clearly and concisely both orally and in writing with all staff, physicians, and patients in all aspects of the job to allow efficiency and promptness for patient care.
• Demonstrates good judgment and reasoning skills along with high attention to detail.
• Ability to multitask efficiently and effectively working in a very busy work environment with a high volume of incoming/outgoing calls.
• Ability to serve as a positive role model, supporting the mission of the organization.
• High school diploma or equivalent required.
• One year of experience in a Healthcare industry call center, medical office or customer service-related field required.
• Basic computer skills and experience with electronic medical record software required.

Nice To Haves

• Associate degree or higher preferred.
• Previous work with EPIC preferred.

Responsibilities

• Answers incoming calls and respond to patient inquiries in a courteous and professional manner.
• Determines appropriate actions to be taken which may include: Scheduling of appointment(s), Insurance inquiries, Service Estimates, InBasket messaging to clinical care team as well as call escalation with warm transfer when emergent needs are identified.
• Schedules appointments for patients and follow up on requested documentation which may include obtaining legal guardian consent, pre-visit paperwork, requesting external medical records, etc.
• Schedules, reschedules and cancels appointments as requested, communicating with patients, guardians and departments as necessary.
• Verifies patient insurance information and assist with billing inquiries such as estimated out of pocket liabilities.
• Coordinates interpretation services as needed for appointments.
• Provides instruction, driving/parking directions prior to appointment based on service location.
• Secures and maintains accurate and detailed patient records updating pertinent demographic, guardianship, insurance and emergency contact information at time of scheduling and patient assistance.
• Addresses patient complaints and escalate issues as needed.
• Remains current with provider and specialty specific scheduling preferences.
• Recognizes and responds appropriately to urgent/emergent situations per protocols.
• Stays up to date on hospital policies and procedures.
• Reviews daily work queues (WQ’s) to assure accuracy of appointment information and completion of needed appointments.
• Meets quality and productivity standards for scheduling, registration, and phone management events, as defined by department leadership.
• Notifies appropriate leader, clinic or provider and utilizes incident reporting system if/as service recovery is needed to resolve a customer complaint/concern.

Benefits

• A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location.
• Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs.
• Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider.
• We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account.
• Additional benefits include tuition reimbursement, parenting resources from our experts and professional development opportunities within the organization, just to name a few.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees