Patient Services Specialist/Lead (IV)

Tidelands Health•Myrtle Beach, SC

About The Position

The purpose of this position is to register all patients needing services and handle all first call resolutions for the departments assigned. The role is responsible for obtaining accurate and complete demographic, financial, and medical information. The employee will transfer calls as appropriate, and/or make appointments as necessary. For procedures, the employee may pre-register the patient, verifying insurance, etc. In addition, the employee may assist with making referrals. The person performing this role anticipates and acts on the needs of our customers to enhance their patient experience. Patient Services Specialist IV/Lead is responsible for scheduling complex and specialized procedures across multiple EMR modules/platforms for multiple departments (i.e., Surgery, Interventional Radiology, Recurring Services, etc.) and coordinating multiple resources for patient services. Will also perform duties for prior authorization, referrals (incoming/outgoing), good faith estimates, and/or payment collections. Is a subject matter expert (SME) resource for patient services team and assists with training as needed.

Requirements

High School Diploma or equivalent Required
At least five (5) years of related customer facing healthcare experience with at least two (2) years scheduling or preregistering patients (On the job performance and demonstration of mastery of duties will be considered) Required
Ability to interact successfully with the public.
Ability to perform effectively despite sudden deadlines and changing priorities; maintaining personal composure in high stress situations required
Ability to demonstrate a high level of interpersonal skills required to interact with patients, patients’ families/visitors and clinical staff required
Ability to perform with a high degree of accuracy and with meticulous attention to detail required
Demonstrate a strong ability to use initiative and judgment and to identify, analyze and solve problems.
Insurance and/or Medical Terminology knowledge, required
Demonstrated ability to independently think and make judgments in interpreting and adapting guidelines and making judgment decisions on specific problems, required.
Demonstrated ability to handle multiple projects and tasks efficiently (time management), required.
Light Physical Demand

Nice To Haves

Associate's Degree with Medical Terminology course completion Preferred

Responsibilities

Engage patients throughout the registration process to create a welcoming and positive patient experience.
Consistently displays good customer service behaviors to all patients and visitors to promote positive patient experiences.
Assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines.
Obtains and accurately enters required information for registration into the electronic health system.
Follow prescribed procedures for positive identification and medical record number assignment, so no duplication or wrong patient registrations occur.
Reviews demographic and insurance information for completeness, and follows through with correcting any deficiencies, so collection efforts are not delayed due to insufficient or incorrect information.
Ensures all appropriate signatures are obtained and forms completed including and not limited to the following: Medicare Secondary Payer Questionnaire, Advance Beneficiary Notice (ABN waiver), HIPAA Privacy Notice, AOB (Assignment of Benefits), Medicare Important Messages etc.
Provides information and/or handouts and answers questions on patient rights and responsibilities, HIPAA Privacy Notice, and any financial assistance documentation.
Thoroughly and accurately documents insurance verification information in the system, identifying deductibles, co-payments, coinsurance, and policy limitations.
Obtains referral, authorization and pre-certification information if needed; documents this information in the EHR, electronic health record.
Answers all inbound and/or places outbound telephone calls as assigned and appropriately directs callers and ensures all calls are handled efficiently and in a timely manner.
Consistently exhibits the highest level of service to all callers and fellow staff.
Contact patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow-up care questions as needed.
Cancel and reschedule appointments as needed.
May assist with identifying and initiating necessary referrals for specialist appointments, procedures and tests.
Organizes, expedites and follows-up on any paperwork related to patient care.
Schedules various types of appointments for providers and communicates any necessary instructions to the patient.
Performs various administrative support duties for department/work location.
Opens, sorts and distributes all types of mail and correspondence as is necessary and assigned.