Patient Experience Representative - Urology Surgery Scheduling

Intermountain Health•Mountain View, CA

4d•$20 - $31•Onsite

About The Position

The Patient Experience Representative creates and manages provider surgery and hospital-procedure schedules, including in-office procedure schedules and equipment. The role maintains schedule changes and cancellations for rescheduling or clinical follow-up and uses provider power plans to ensure necessary orders are proposed, signed off, and sent to the hospital. The representative obtains surgery and procedure authorizations by researching coverage, obtaining prior authorization, and verifying eligibility and benefits. The role coordinates out-of-network referrals, serves as a point of contact for authorization questions, and obtains the appropriate CPT codes from providers. It also proposes iCentra requirements for pre-surgical FIN# creation and surgical scheduling cards, where applicable. The role coordinates with providers, hospital schedulers, and nursing staff to arrange required supplies and special equipment, and calls in provider orders to the hospital scheduler the day before cases. It meets with patients to explain the surgery or procedure process, including pre-operative labs, tests, and prerequisites, and coordinates any pre-operative health concerns with providers and medical staff for patient safety. Additional duties include scanning and documenting information in patient charts, relaying cost estimates, and investigating billing disputes.

Requirements

Two years of medical registration, billing, collection, scheduling, or insurance experience.
Two years of customer service experience.
Working knowledge of word processing, spreadsheet, email, and calendaring programs.

Nice To Haves

Associate's degree from an accredited institution; education is verified.
Two years at Intermountain Health as a PSR, MA, or in a similar position.
Two years of patient access experience, or two years of experience and extensive knowledge in the health insurance industry, including commercial insurance, Medicare, Medicaid, health claims billing, or third-party contracts.
EMR experience.
Bilingual Spanish-speaking ability.
Knowledge of medical terminology.
Familiarity with CPT/ICD codes.

Responsibilities

Create and manage provider surgery and hospital-procedure schedules, including in-office procedures.
Maintain schedule changes and cancellations for rescheduling or clinical follow-up.
Use provider power plans to ensure necessary orders are proposed, signed off, and sent to the hospital.
Research coverage, obtain prior authorizations, and verify patient eligibility and benefits.
Coordinate out-of-network referrals and serve as a point of contact for surgery authorization questions.
Obtain the appropriate CPT code from the provider for authorization.
Propose iCentra requirements to create pre-surgical FIN# records and required surgical scheduling cards, where applicable.
Coordinate required surgical and procedure equipment with providers, hospital nursing staff, and surgical supply representatives.
Call in provider surgery or procedure orders to the hospital scheduler the day before cases.
Meet with patients to explain the procedure process, including pre-operative labs, tests, and prerequisites.
Coordinate pre-operative health concerns with providers and medical staff to support patient safety.
Scan and document information in patient charts, relay cost estimates, and investigate surgery or procedure billing disputes.