Pre Registration/Call Center Customer Service Secretary

SUNY Upstate Medical University • Syracuse, NY

115d • $16 - $25

About The Position

The position requires knowledge of EPIC appointment scheduling and the ability to schedule, cancel, and manage patient appointments. The candidate will obtain required demographics and insurance data, entering this information into EPIC. Responsibilities include setting up accounts, adding or changing demographics and insurance information, and ensuring accuracy by following protocols to merge duplicates. The role demands proficiency in following provider preference scheduling protocols and office-wide scheduling protocols to ensure patients are scheduled appropriately with the correct sub-specialty. The candidate will also prepare add-on charts, obtain necessary notes, reports, and results from referring providers, and communicate the necessity of diagnostic testing films and reports needed for appointments. Strong customer service skills are essential, along with the ability to listen effectively to maintain patient confidence and trust. Effective communication, both verbal and written, with patients, providers, co-workers, and management is required. Knowledge of insurance referrals and obtaining necessary insurance authorizations from primary care offices is also necessary. The candidate will inform patients of authorization responsibilities, document authorization information in EPIC, and accurately register all patients while proficiently obtaining and entering all demographic and billing information. The role includes consistently identifying when referrals are required, submitting appropriate requests to the authorization team, and notifying patients to obtain necessary information. Keeping up to date with current billing information/plans and office billing protocols/policies is crucial. The candidate will routinely document the reason for appointments, referring MD, and all necessary information requested by secretarial and patient care staff. Using appropriate triage questions to determine appointment urgency and reminding patients to bring insurance cards, co-pays, and any required reports, notes, or imaging scans is part of the job. The candidate will effectively communicate office policies with patients regarding insurance options and perform other assignments and duties as requested by the supervisor.

Requirements

• High school diploma or equivalent.
• Two years of directly related medical secretary/office experience.
• Ability to effectively communicate in both verbal and written forms.
• Strong customer service skills.
• Knowledge of EPIC appointment scheduling.
• Understanding of insurance referrals and authorizations.

Nice To Haves

• Experience in a medical office setting.
• Familiarity with billing information and office protocols.

Responsibilities

• Schedule, cancel, and manage patient appointments using EPIC.
• Obtain and enter required demographics and insurance data into EPIC.
• Set up accounts and change demographics and insurance information as needed.
• Follow protocols to merge duplicate patient records.
• Prepare add-on charts and obtain necessary notes, reports, and results from referring providers.
• Communicate the necessity of diagnostic testing films and reports for appointments.
• Provide strong customer service and maintain patient confidence and trust.
• Effectively communicate with patients, providers, co-workers, and management.
• Obtain necessary insurance authorizations from primary care offices.
• Document authorization information in EPIC.
• Accurately register all patients and enter demographic and billing information.
• Identify when referrals are required and submit requests to the authorization team.
• Keep up to date with current billing information and office billing protocols.
• Document the reason for appointments and necessary information requested by staff.
• Use triage questions to determine appointment urgency.
• Remind patients to bring insurance cards, co-pays, and required documents.
• Communicate office policies regarding insurance options.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Eligibility for employer 401k funding after 1 year (3% quarterly/5% annual on vesting schedule)
• Tuition reimbursement
• Generous paid time off, including vacation and personal time
• Paid sick leave
• Holidays and floating holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Hospitals
• Education Level: High school or GED