Patient Services Rep II-Ambulatory care center

The Nemours Foundation•Milford, CT

12d•Onsite

About The Position

Nemours is seeking a Patient Service Representative II to provide service excellence to each patient and family by performing and completing designated business processes associated with an outpatient visit. The role involves efficiently completing processes to ensure patients and families are prepared for their appointments in a timely manner. Key responsibilities include accurately verifying demographic and financial information in advance of visits, monitoring the waiting room for patient safety and high service levels, and participating in continuous improvement programs. This position requires a team-based approach to improve services provided.

Requirements

High School diploma or equivalent
Minimum of 3-6 months of job related experience
Computer/typing skills required

Nice To Haves

Clerical experience in a physician's office preferred
EPIC experience preferred

Responsibilities

Greet and communicate with each patient and family at the start of their outpatient visit and at each interaction using AIDET protocol.
Accomplish tasks associated with Nemours’ outpatient appointment business functions prior to and at the time of appointment check-in, visit, and check-out.
Prepare for scheduled patient visits <=48 hours prior to the appointment.
Make confirmation calls that are not completed by Televox.
Confirm authorization and/or collect referrals for the day's visit.
Notify Pre-Registration and Authorization Department of visits scheduled same day, as necessary.
Fax hard copy referrals to the PRAG department within 24 hours of receipt.
At the time of patient check-in, confirm all patient personal demographic information, confirm patient identification with two identifiers, confirm legal guardianship, confirm referral information, prepare/complete/collect consents and other required documents, scan insurance cards, and collect/post co-pays and past due balances.
Achieve Registration Accuracy percentage of => 95%.
Schedule follow-up appointments.
Responsible for MyNemours sign ups and facilitation activations.
Regularly communicate with clinical staff regarding the status of waiting patients and provide updates to waiting patients/families.
Communicate clinic status to families in the waiting area using AIDET principles.
Contact manager with problem situations or when service recovery is necessary.
Accurately reconcile payment collections at the end of each shift and complete End of Day (EOD) Reports.
Complete assigned work queues daily.
Maintain computer and electronic system competency including processes for scheduling, appointment cancellations, order entry, Iguide, EOD status changes, work queue processing, linking referrals, posting payments, scanner device use, and electronic insurance verifications.
Maintain inventory of clerical supplies and ensure the work environment and outpatient waiting room is orderly and clean.
Complete EOD (End of Day) Report.
Schedule and cover phones between check-in and check-out duties as necessary.
Work collaboratively with the clinical team by opening, sorting, and routing correspondence, laboratory and imaging results, procedures, and consultations to the appropriate team member.