Patient Access Rep - Surgery

Trinity Health•Pontiac, MI

3d•Onsite

About The Position

Accountability Objectives: Responsible for performing the Patient Access process, scheduling surgical and non surgical procedures in SurgiNet. Coordinating multiple services in proper sequence, and to all department's special needs for each service. Collaborates with multiple departments to best utilize resources and facilities, while accommodating physician preference and patient needs. Obtains accurate pre-registration and insurance information as well as procedure codes for billing. Displays a courteous, professional manner, proactively developing customer relationships and giving high priority to customer satisfaction.

Requirements

High school diploma, GED or equivalent required.
Ability to spell and type accurately, requires typing of 40 wpm with emphasis placed on accuracy.
Ability to simultaneously gather verbal information through the use of the telephone and enter data into an on-line computer terminal.
Communication skills necessary in order to question patient/doctor's office in a pleasant courteous and caring manner in telephone conversation.
Good interpersonal skills necessary to interact tactfully when communicating information relevant to departmental policies and procedures.
Ability to organize tasks and retain a variety of detailed procedures as well as problem solve and devise acceptable solutions based on established policies and procedures.
Ability to work independently in a fast-paced environment.
Excellent customer service orientation skills necessary in order to deal effectively with various levels of hospital personnel, outside customers and community groups.

Nice To Haves

Courses in word processing or medical terminology preferred. College classes desirable in a business, public relations, or medical field concentration.
Experience scheduling in Cerner Enterprise or SurgiNet scheduling systems.
Previous scheduling experience with medical terminology and ICD-9-CM and ICD-10-CM coding experience and knowledge of third party payers preferred.

Responsibilities

Independently schedules procedures for Surgery and Endoscopy, utilizing individual departmental grids, resources and guidelines. Complex cases require additional consideration and communication between various hospital departments.
Obtain required registration demographics for future scheduled patients via telephone or fax by entering the appropriate required information on-line. This will include, but is not limited to: demographics, clinical, and detailed insurance information in order to ensure accurate and complete billing statements.
Obtains procedure codes if available from physician offices to ensure correct patient type is selected for inpatient-only procedures for revenue stream.
Is able to recognize and problem solve conflicts associated with time requests, resources, equipment or staff for each department.
Collaborates with designated department clinical personnel to facilitate add-on/emergent procedures, for guidance regarding any questionable or unusual requests, and interacts as necessary to resolve resource conflicts that may necessitate scheduling changes or authorization to override the schedule.
Coordinates multiple hospital services such as surgical procedures, ancillary testing, etc., in proper sequence and according to the rules of the system, which may include managed care requirements and clinical standards.
Informs surgeon or confirms with office scheduler of preparations for appointments made.
Works independently to problem solve scheduling issues and troubleshoot and report system problems.
Works with entire Perioperative Team to consolidate schedule and optimize efficiency with respect to resources.
Reviews all departmental reports to identify scheduling issues and resolve appropriately.
Utilizes excellent customer service and telephone courtesy skills in all interactions with customers.
Utilizes and keeps a current working knowledge of all reference manuals in the department.
Maintains the confidentiality of patient records and information.
Attends meetings, participates in Continuous Quality Improvement, and performs other duties as assigned.
Performs other duties as required by manager.
Demonstrates and actively promotes an understanding and commitment to the mission of St. Joseph Mercy Oakland through performing behaviors consistent with the Trinity Health Values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, the Trinity Health Organizational Integrity Program, including the Standards of Conduct, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts one's self in a manner consistent with customer service expectations.
In accordance with unit or departmental practice, determines that appropriate charges have been entered for the correct patient, encounter, date/time of service, with any required modifiers. Make corrections as needed per charge capture policy/practice.
In accordance with unit or departmental practice, actively participates in on-going education and communication regarding revenue management.
In accordance with unit or departmental practice, assists with tracking and monitoring of equipment assigned to the unit. Requests services for maintaining equipment as needed.
In accordance with unit or departmental practice, proficient with the electronic health records for documentation, assessment, and care management, performing these activities concurrently with provision of care throughout the shift.