Patient Care Coordinator

UnitedHealth Group•Phoenix, AZ

15d•$18 - $32

About The Position

The Patient Care Coordinator is often the first point of contact for patients and their families and is responsible for making a professional, knowledgeable, and helpful first impression. The role obtains and verifies complete, accurate insurance and demographic information to support timely registration, appropriate reimbursement, regulatory compliance, and compassionate healthcare service. The position is located at 350 W Thomas Road, Phoenix, AZ 85013.

Requirements

High school diploma or GED.
At least 1 year of customer service experience.
At least 1 year of collections or insurance-related experience.
Beginner-level proficiency working with computers and data entry.
Excellent interpersonal, communication, and customer service skills.

Nice To Haves

At least 1 year of experience in a hospital Patient Registration department, physician office setting, healthcare insurance company, revenue cycle vendor, or another revenue-cycle-related role.
At least 1 year of leadership experience.
General understanding of insurance policies and procedures.
Working knowledge of medical terminology.
Ability to perform basic mathematics for payment calculation.

Responsibilities

Maintain up-to-date knowledge of registration requirements for areas including Main Admitting, OP Registration, ED Registration, Maternity, and Rehabilitation.
Enter complete, accurate, and timely demographic information into the ADT system and ensure patients are correctly identified to prevent duplicate medical record numbers.
Review assigned accounts for accuracy and required documentation; carefully review pre-registered accounts and verify information with patients at registration, correcting errors as needed.
Meet applicable CMS billing requirements, including completing the MSP and issuing the Important Message from Medicare and Observation Notice, and document completion in the hospital information system for regulatory compliance and audits.
Collect and enter required data in the ADT system, emphasizing accurate demographic and financial information.
Identify forms requiring patient or guarantor signatures and obtain those signatures; ensure required documents are scanned into the appropriate systems.
Provide patients or guarantors with applicable printed materials, including Patient Rights and Responsibilities, HIPAA Privacy Act notification, and Advance Directive information.
Follow downtime procedures, including manually entering patient information, identifying the patient’s MRN in the MPI database, assigning a financial number, and entering information into ADT when the system is restored.
Assess self-pay patients for presumptive eligibility and initiate the process when appropriate.
Monitor and address tasks associated with the Mede/Analytics PAI tool.
Follow approved scripting and verify insurance benefits for patients registered each day using electronic verification systems or direct payer contact.
Document insurance verification information in ADT, including deductibles, copayments, coinsurance, and policy limitations.
Obtain referral, authorization, and pre-certification information; document it in ADT and submit notices of admission when necessary.
Verify that medical necessity checks have been completed for outpatient services; when appropriate, complete checks using the technology tool and/or notify patients that an ABN must be signed.
Identify payer requirements for medical necessity.
Verify patient liabilities with payers, calculate the patient’s payment, and request payment at registration.
Identify outstanding balances from previous visits, notify patients, and request payment.
Set up payment plans for patients unable to pay their current copayment and/or past balance in one payment.
Accurately document discussions with patients about financial liabilities and their agreement to pay.
Follow department procedures when applying patient payments to accounts and providing receipts.
Clarify and document the division of financial responsibility when payment is split between a medical group and an insurance company.
Escalate accounts to appropriate Patient Registration leadership staff when necessary, based on verification outcomes and the patient’s ability to pay.

Benefits

$2,000 sign-on bonus for external applicants; internal candidates are not eligible.
Paid Time Off accrued beginning with the first pay period, plus 8 paid holidays.
Medical plan options and participation in a Health Spending Account or Health Savings Account.
Dental, vision, life and AD&D insurance, and short- and long-term disability coverage.
401(k) Savings Plan.
Employee Stock Purchase Plan.
Education reimbursement.
Employee discounts.
Employee Assistance Program.
Employee Referral Bonus Program.
Voluntary benefits, including pet insurance, legal insurance, and long-term care insurance.
Performance rewards and incentive and recognition programs.
Equity stock purchase and 401(k) contribution, subject to eligibility requirements.