Patient Access Liaison (Pulmonology) Full Time Days

East Tennessee Children's Hospital

2d•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 for ensuring a smooth and positive experience for patients interacting with the healthcare system.

Requirements

High School Diploma/GED 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 and information to appropriate individuals while maintaining confidentiality.
Field outbound calls for insurance referrals, medical records, and waitlist management.
Register new patients and update existing 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 to patients.
Interview and identify legal guardians to obtain necessary information for complete accounts.
Identify problems to ensure clean claims on the first submission.
Review procedure codes and diagnosis codes.
Work with the Revenue Billing Office (RBO) to appeal denials and provide necessary documentation.
Demonstrate respect and regard for the dignity of all patients, families, visitors, and employees.
Interact with patients, staff, and volunteers in a considerate, helpful, and courteous manner.
Maintain professional composure and confidence during stressful situations.
Maintain strict confidentiality of all hospital and patient information.
Handle patient/family complaints in a confidential, timely, and professional manner.
Foster mature professional relationships with fellow employees.
Promote effective working relations and work effectively as part of a team.
Display a "can do" attitude to contribute to service excellence.
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 efficiently to ensure the best use of time.
Complete end-of-day financials, including balancing credit card machines.
Provide financial information to the ETCH Financial Services team.