Patient Experience Representative - Orthopedic Surgery Scheduler

Intermountain Health • Saratoga Springs, NY

3d • Onsite

About The Position

The Patient Experience Representative supports orthopedic surgery by creating and managing provider surgery and hospital procedure schedules, including in-office procedure schedules and equipment. The role maintains schedule changes and cancellations, arranges rescheduling or clinical follow-up, and uses provider power plans to ensure required orders are proposed, signed, and sent to the hospital. The representative obtains procedure authorizations, verifies insurance eligibility and benefits, coordinates out-of-network referrals, and serves as a contact for authorization questions.

The position coordinates surgical equipment and hospital items with providers, surgical supply representatives, and hospital nursing staff. It submits scheduling requirements and calls in procedure orders to hospital schedulers, meets with patients to explain the surgical process and preoperative requirements, and coordinates any preoperative safety concerns with providers and medical staff. Additional duties include scanning and documenting information in patient charts, relaying cost estimates, and investigating billing disputes. This is a full-time, 40-hour-per-week role supporting Orthopedics, with a stated schedule of 8 a.m. to 5 p.m. The position is based at specialty clinics in American Fork and Saratoga Springs, Utah.

Requirements

• Two years of medical registration, billing, collections, 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.
• Electronic medical record (EMR) experience.
• Spanish bilingual ability.
• Knowledge of medical terminology.
• Familiarity with CPT and ICD codes.

Responsibilities

• Create and manage provider surgery and hospital procedure schedules, including in-office procedure schedules and equipment.
• Maintain schedule changes and cancellations and coordinate rescheduling or clinical follow-up.
• Use provider power plans to ensure required orders are proposed, signed off, and sent to the hospital.
• Research coverage and obtain prior authorization for surgeries and hospital procedures.
• Verify patient eligibility and insurance benefits.
• Coordinate referrals for patients who will receive care out of network.
• Serve as a point of contact for surgery authorization questions and obtain the appropriate CPT code from the provider.
• Propose iCentra requirements to create a pre-surgical FIN# and, where applicable, a surgical scheduling card for the hospital scheduler.
• Coordinate required surgical and procedure equipment with providers, hospital staff, and surgical supply representatives.
• Coordinate necessary hospital items with hospital nursing staff.
• Call in providers’ surgical or procedure orders to the hospital scheduler on the day before cases.
• Meet with patients to explain the surgery or procedure process, including preoperative labs, tests, and other prerequisites.
• Coordinate preoperative health concerns that could affect patient safety with providers and medical staff.
• Scan and document processes in patient charts and relay cost estimates.
• Investigate surgery and procedure billing disputes.

Benefits

• Benefits eligible; the posting refers to a comprehensive benefits package covering programs intended to support wellness, but does not enumerate specific benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed