Patient Care Specialist (Imaging)

Boice-Willis•Rocky Mount, NC

About The Position

This role involves interacting with patients, providers, co-workers, and the general public in a professional manner. Key responsibilities include managing patient check-in and check-out, handling phone communications, scheduling appointments, managing patient data in the EMR system, and assisting with billing and insurance inquiries. The specialist will also be responsible for processing payments, preparing daily financial reports, and ensuring accuracy in coding and data entry. Adherence to BWC protocols, OSHA guidelines, and HIPAA policies is essential. The role requires strong organizational, customer service, and analytical skills, with the ability to manage multiple tasks in a fast-paced environment.

Requirements

High school diploma or GED.
Ability to perform multiple tasks simultaneously and maintain consistent work flow in a busy environment.
Ability to communicate well both written and orally.
Analytical skills to assess problems and independently determine appropriate response and action.
Ability to work with multiple departments.
Strong organizational skills.
Strong customer service skills.
Ability to maintain cash drawer and prepare daily deposits.
Knowledge of and/or experience with computer systems (keyboarding, computer basics, work processing).

Nice To Haves

Associates degree in Medical Office Systems preferred.
Medical office experience preferred.

Responsibilities

Interact with all patients, providers, co-workers and the general public in a pleasant and professional manner.
Assist patients at reception window for check-in and/or check-out processes.
Utilize a multiline phone system and answer all incoming calls in a timely manner.
Assess callers need to determine appropriate action and act or direct accordingly.
Prepare accurate and thorough messages within the electronic medical record system (EMR) and route appropriately in a timely manner and assign to proper staff.
Accurately schedule, reschedule, and cancel appointments accurately according to physician’s protocol. Include reason.
Notify patients of changes in scheduled appointments in a timely and accurate manner.
Input data for new patients.
Review “sticky notes” for pertinent information at check-in.
Contact patients who are behind on well child exams or immunizations (Peds).
Alert patients of overdue immunizations at office visit check-in.
Consistently and professionally enforce appointment policies.
Consistently monitor EHR for task requests (Jelly Beans).
Prioritize Task orders.
Process assigned tasks efficiently and accurately, ensuring all tasks are completed.
Assist patients with insurance and billing questions as needed.
Direct patients to patient service representatives as directed in notes or based on assessment of patients insurance and/or owed balances.
Maintain thorough knowledge of insurance plans BWC currently participates in and protocol for each plan.
Verify and update all demographic, ethnic, and insurance information with all patients.
Assist patient with completion of forms as needed.
Provide each patient with a visit summary at check-out.
Before patient leaves, ask them if they have any other needs such as a school/work excuse.
Maintain physicians daily schedule to reflect arrived, canceled, bumped and no show patients.
Communicate to patient payment expectations per BWC financial policy at time appointment is given.
Prepare and mail forms to patients prior to appointments per physician protocol.
Collect time of service payments prior to office visits, accurately calculate fees for services; collect payment as indicated by insurance carrier and/or BWC credit policy.
Accurately process discounts per BWC procedures and policy; submit for processing in timely manner.
Prepare accurate charge and receipt summaries daily; prepare and submit accurate and timely deposits and required accompanying reports accordingly.
Review encounter forms, billing notes, and/or submitted charges/accounts for accurate data related to patient account, insurance, cpt and icd-9 codes.
Post all charges correctly, ensuring accuracy of account, cpt codes and icd-9 codes. If inaccurate codes are found, alert physician immediately.
Post all receipts per BWC procedure, including correct posting of co-pays, deductibles and other payments.
Prepare reconciliation reports as required; locate and resolve all unreconciled appointments within assigned area; provide accounting of tickets to Manager as requested.
Maintain low error ratio for: denials related to keying of charges or error corrections/re-filings; edits; inaccurate deposits and un-reconciled appointments.
Maintain accurate cash drawer.
Coordinate visits by pharmaceutical representatives with nurses and physicians.
Schedule all lab and imaging appointments noting ordering physician, test and diagnosis per BWC procedure.
Maintain area and telephone coverage at all times, coordinating breaks and lunches with other staff in assigned areas.
Complete all paperwork, tasks and reports within established deadlines.
Follow all BWC protocols and procedures.
Follow OSHA guidelines.
Follow all HIPAA policies.
Perform other duties as assigned.