Patient Check-In Representative (SEIU Union Site) - Atrius Health

UnitedHealth Group•Boston, MA

2d•$19 - $30•Onsite

About The Position

Explore opportunities at Atrius Health, part of the Optum family of businesses. We’re an innovative health care leader and multi-specialty group practice, delivering an effective, connected system of care for adult and pediatric patients at 28 practice locations in eastern Massachusetts. Our entire team of providers (physicians, AP/NPs and ancillary clinicians) works collaboratively with a value-based philosophy within our group practice as well as with hospitals, rehab and nursing facilities. Be part of our vision to transform care and improve lives by building trust, understanding and shared decision-making with every patient. Join us and discover the meaning behind Caring. Connecting. Growing together. As a Patient Check-In Representative, you will professionally greet and perform any necessary health screening for all patients entering the practice for medical appointments. Verifies patient demographics and insurance information, making any necessary changes in the Practice Management System. May obtain and enter appropriate referral information. Ensures all patients have completed and signed all forms as needed. Checks patients in, in order to inform clinical unit of patient’s arrival. Collects payments for visit and outstanding balances, as necessary.

Requirements

1+ years of experience in a business role (i.e., healthcare or hospitality check in with cash handling, insurance verification, payment collection, banking, billing or end of the day reconciliation) with direct patient or customer service delivery preferably in a healthcare setting
Demonstrated customer service and recovery skills, solid verbal, written and telephone communication skills
Demonstrated attention to detail, demonstrated multi-tasking skill
Demonstrated working under time pressure, juggling multiple priorities, managing deadlines
Demonstrated teamwork, flexibility, reliability, adaptability, able to be flexible with work schedule
Proven solid computer skills (keyboarding, data entry and moving quickly between multiple application systems, proficient in email

Nice To Haves

Proven working knowledge of check-in or registration procedures and self-pay collections in a healthcare environment
Working experience with cash handling and end of day balancing procedures
Proven working knowledge of medical office check-in function including health plan coverage and referrals, authorizations, patient balance terminology (deductible, co-pay, co-insurance)
Proven EMR proficiency

Responsibilities

Calls Central Registration Office or scans insurance card as needed for follow up by Central Registration
Ensures patients are registered with the correct accounts
Utilizes health plan or vendor specific web sites to verify insurance eligibility
Identifies patients with workers’ compensation and motor vehicle accident related injuries
Completes required documentation for workers’ compensation and motor vehicle related injuries and forwards to Patient Account Rep for follow up
Completes end of day cash processing reconciliation by balancing daily deposit with Resolute user batch, completes all cash related forms and makes daily deposit at drop safe. Adheres to all established cash receipts policies and procedures
Will perform daily business office cashier functions as assigned for business needs including:
Receives funds from users in practice areas. Counts money to verify cash receipts. Researches and resolves problems with transactions and balances. Reconciles daily practice collections to the Daily Collection Repost (DCR)
Prepares daily bank deposits for the practice and transports the deposit to the Loomis drop safe with either security or building services escort
Balances cash and receipts. Prepares and provides cash receipts with required reconciliation and tally documents. Maintains ongoing daily and monthly area statistics. Reports and documents may include user batch report and a copy of the DCR
Runs and/or reviews User Batch Report (UBR) and identifies errors/mismatches. Follows up with user for corrections. Tracks errors and losses to ensure accuracy and identify fraudulent activity or theft. Communicates with area supervisors or end user when expected collections are not received or whenever an error is discovered. Interacts with cash receipt department to resolve any discrepancies or answer questions related to the DCR or cash processes
Posts payments (e.g. petty cash checks). Researches any discrepancies between posted balances and deposits (e.g. bank discrepancy/variances)
Makes adjustments into Epic’s Resolute as needed. Works with Billing Operation staff to resolve Resolute posting errors
Ensures change is available daily for department users. Prepares daily change banks for department users. Separates banks from daily deposit to ensure bank’s availability for next day’s collection and performs periodic confirmation counts on department cash change banks. Places coin orders as needed through Bank of America to ensure availability of change on site
Provides regular feedback and individual training to site staff regarding cash handling and end of day deposit procedures
Maintains and routinely updates the required cash handling forms. Keeps adequate supplies of such forms for all departments. Orders, maintains and distributes supplies including: all collections and bank deposit forms; imprinted deposit slips; bank deposit bags; and all other supply items related to the practice collections and bank deposit system.
May review, research, and correct information as needed for work business reports or work queues including but not limited to non-coding, referral and OSB edits and accounts after 90 days in role
May provide information to patients as requested, orders ambulances and taxis, performs overhead pages for emergency codes, arrange for Interpreter Services and provides site phone coverage as necessary
May also provide support to the Patient Account Representative
Answers general practice phone numbers using Atrius Health standard four-part greeting, assess patient need and transfer to appropriate area accordingly