Patient Access Liaison Full Time Days

East Tennessee Children's Hospital

6d•Onsite

About The Position

The Patient Access Liaison serves as the primary point of contact for patients and their families, handling patient registration, insurance verification, appointment scheduling, and resolving billing issues. This role is crucial in ensuring a smooth and positive experience for patients interacting with the hospital's administrative and financial processes. The position operates within a healthcare setting, emphasizing compassion, ownership, respect, and excellence in all interactions.

Requirements

High School Diploma/GED preferred.
Prior experience in a call center preferred.
Prior experience in a healthcare setting preferred.
Excellent interpersonal, verbal and written communication skills.
Proficiency in computer data entry.
Familiarity with calendar applications and databases.
Knowledge of customer service practices and principles.
Strong research and problem-solving abilities.

Nice To Haves

Prior experience in a call center.
Prior experience in a healthcare setting.

Responsibilities

Serve as the primary point of contact for patients and their families for registration, insurance verification, appointment scheduling, and billing issue resolution.
Answer incoming telephone calls courteously and helpfully, addressing inquiries and requests or referring them to the appropriate contact.
Relay complete and detailed messages, maintaining confidentiality of all information.
Field outbound calls for insurance referrals, medical records, and waitlist management.
Register new patients and update patient information in the scheduling system.
Verify and create subscriber information in the computer system.
Copy, file, and retrieve medical records as requested.
Schedule follow-up appointments and provide necessary forms for parents.
Interview/identify legal guardians to obtain necessary information to ensure account completeness.
Identify problems to ensure claims are submitted cleanly on the first submission.
Review procedure codes and diagnosis codes.
Work with the Revenue Billing Office (RBO) to appeal denials and provide records/information to dispute denials.
Demonstrate respect and regard for the dignity of all patients, families, visitors, and fellow employees.
Interact with all patients, staff, volunteers, etc., in a considerate, helpful, and courteous manner.
Maintain professional composure and confidence during stressful situations.
Maintain confidentiality of all hospital and patient information at all times.
Handle patient/family complaints in a confidential, timely, and professional manner.
Ensure calls are answered timely and families receive a response within 24 hours.
End conversations with family after a complaint or dispute with "is there anything else I can do for you today."
Foster mature professional relationships with fellow employees in a courteous, friendly manner.
Promote effective working relations and work effectively as part of a department/unit team.
Display a "can do" attitude within the practice and across other department lines.
Complete all required training and Continuing Basic Learning (CBL) requirements.
Attend all educational programs as needed.
Practice safe lifting and body mechanic procedures.
Maintain a safe and clean work area.
Serve as a mentor to new staff and provide leadership and education.
Willingly accept any other requested assignments.
Utilize hospital resources and time respectfully and accountably.
Work as efficiently as possible to ensure the best use of time.
Complete end-of-day financials, including balancing credit card machines.
Provide financial information to the Dolly Children's Financial Services team.