Patient Access Liaison Full Time Days (Endocrinology)

East Tennessee Children's Hospital

4d•Onsite

About The Position

Primary point of contact for patients and patients families for patient registration, insurance verification, appointment scheduling, and resolving billing issues.

Requirements

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

Nice To Haves

Prior experience in a call center and healthcare setting

Responsibilities

Answers incoming telephone calls in a courteous and helpful manner, answering inquiries and requests completely or referring calls to the appropriate contact.
Relays complete, detailed messages and information to the appropriate individuals, while maintaining confidentiality of all information.
Fields outbound calls (e.g., insurance referrals, medical records, waitlist management).
Registers new patients and updates patient information in scheduling system.
Verifies and creates subscriber information in computer system.
Copies, files, and retrieves medical records as requested.
Schedules follow-up appointments and provides any necessary forms for parents.
Interviews/identifies legal guardian to obtain necessary information to ensure account is complete.
Helps identify problems to help ensure claims go out clean on the first submission.
Reviews procedure code and diagnosis code.
Works with RBO to appeal denials as needed, and provide records/information to assist to dispute denials.
Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
Interacts with all patients, staff, volunteers, etc. in a considerate, helpful, and courteous manner.
Maintains professional composure and confidence during stressful situations.
Maintains confidentiality of all hospital and patient information at all times.
Handles Patient/Family Complaints in a confidential, timely and professional manner.
Answers calls timely and provides families with a response within 24 hours.
Fosters mature professional relationships with fellow employees in a courteous, friendly manner.
Promotes effective working relations and works effectively as part of a department/unit team inter-and intra-departmentally to facilitate the department's/unit's ability to meet its goals and objectives.
Continuously displays a “can do” attitude within the practice and across other department lines to contribute to the overall focus on service excellence.
Completes all ETCH and practice required training and CBL requirements.
Attends all educational programs as needed.
Practices safe lifting and body mechanic procedures.
Maintains a safe and clean work area.
Serves as mentor to new staff and provides leadership and education to those employees needing extra guidance.
Willingly accepts any other assignment that may be requested.
Utilizes hospital resources and time respectfully and accountably.
Works as efficiently as possible to ensure best use of time.
Completes end-of-day financials.
Balances credit card machines.
Provides financial information to ETCH Financial Services team.