PRE-SERVICE ACCESS COORDINATOR - Full Time - Days - Remote

The Christ Hospital Health Network•OH, OH

9d•Remote

About The Position

The Pre-Service Access Coordinator provides customer service to patients and serves as their single point of contact for scheduling, preregistration, and healthcare cost needs. The role contacts patients to schedule ordered services and coordinate any required pre-service appointments. It obtains and enters demographic, billing, and medical-history information needed to support patient care and billing and reduce information collection at the time of service. The coordinator explains estimates based on insurance coverage, benefits, and applicable regulations; collects payments and patient liabilities; and arranges payment plans when needed. The role requires confidence and compassion when discussing sensitive financial matters, as well as knowledge of insurance plans and coverage related to services rendered. The position also processes electronic orders, verifies order details and documentation, schedules and registers patients, and works with physician offices when orders are needed. It operates in a fast-paced call center environment and collaborates with a team to manage call volume and queues.

Requirements

High school diploma or GED.
One to three years of experience in registration and scheduling.
One to three years of customer service experience.
Proficiency with basic computer applications such as Microsoft Office and familiarity with accessing web applications over the Internet.
Excellent communication skills and ability to work with customers who may be adversarial.
Ability to track details meticulously, identify errors, and take corrective action.
Attention to detail, teamwork skills, and ability to prioritize and meet deadlines.
Ability to work independently and in a team environment.
Critical-thinking skills, including reasoning, identifying flaws in logic, understanding complex relationships, and recognizing patterns in data.
Ability to work through problems independently and make repeated calls to meet productivity goals.
Ability to function in a fast-paced call center environment with multiple responsibilities.
Understanding and respect for individual differences and cultural perspectives, with ability to adapt one's approach.
Annual Registration Competency Review.

Nice To Haves

Associate degree or an equivalent combination of education and experience.
Epic experience.
Medical terminology knowledge.

Responsibilities

Call, schedule, preregister, explain estimates, and collect patient payments through appointment-scheduling work queues and incoming calls.
Collaborate with teammates to handle call volume and manage call queues efficiently.
Confirm surgery appointments after authorization or certification and estimates are complete.
Create medical record numbers and enter registration information according to established guidelines.
Collect demographic and billing information professionally and courteously.
Identify, document, and report workflow issues to management.
Participate in organizational, regulatory, and governmental compliance activities.
Document medical history obtained during scheduling to complete patient questionnaires.
Answer questions about appointment preparations, clinic directions, and general hospital information.
Follow written scripts and ensure accuracy, appropriate documentation, and proper handling of issues and reschedules.
Stay current on scheduling-center protocols and daily updates to support quality improvement.
Train and coach new staff when assigned.
Interpret testing orders and verify compliance with divisional guidelines.
Verify test name, diagnosis, history, and physician signature.
Schedule and register patients from electronic orders and contact physician offices to request orders when applicable.
Enter demographic information accurately and create medical record numbers, mark orders as scheduled, and manage recalls.
Use knowledge of coverage, allowable charges, and patient benefits to provide estimates, including deductible, coinsurance, copay, and out-of-pocket maximum information.
Develop and maintain knowledge of insurance plans and account statuses, and ensure coverage is filed in the correct order.
Create guarantor accounts and select the appropriate account for each patient visit.
Collect and post required copayments and patient liabilities according to protocols.
Provide families with information and applications for financial assistance programs and self-pay discounts.
Arrange payment plans when financial circumstances require them.