Registration/Scheduling Representative | Call Center

Clarke County Hospital•Osceola, IA

2d•Onsite

About The Position

This role is responsible for a variety of communication and reception activities within the call center, focusing on patient registration, scheduling, and customer service. The representative will interact with patients, visitors, and healthcare professionals to ensure efficient and accurate processing of information, scheduling of appointments, and collection of payments, all while maintaining a positive patient experience and upholding hospital policies.

Requirements

Ability to demonstrate strong customer service skills – being customer/patient focused.
Attention to detail/accuracy in work.
Communication skills.
Computer skills.
Social skills.
Basic math and Critical thinking skills.
Maintain strict confidentiality of information related to patients.
Insurance skills.
Must be able to work effectively under stressful situations.
Ability to understand and apply guidelines, policies and procedures.
Ability to interact effectively with physicians, health care team members, individuals and members of their support team.
Writes, reads, comprehends and speaks fluent in English.
Multicultural sensitivity.

Nice To Haves

Previous experience with data entry, communication systems and computers is preferred.
Previous general/medical office experience is preferred.
Previous experience with an electronic health record or medical office software is preferred.
Previous insurance knowledge is preferred.
Previous experience operating office equipment to include: computer, fax machines, printer/copier and windows based computer software.
High School Diploma or equivalent preferred.

Responsibilities

Greet and direct patients, visitors, and sales representatives to the appropriate department or staff member using AIDET.
Answer and transfer telephone calls in a clear, calm, and professional manner.
Screen calls by urgency and route them promptly, accurately, and professionally.
Perform communication and reception activities while maintaining positive patient relations.
Receive and interview patients or responsible individuals to gather, verify, and enter demographic and insurance information for electronic health records and insurance claims.
Schedule, preregister, cancel, and reschedule tests and procedures for clinics and the hospital.
Coordinate scheduling of tests and procedures to meet medical necessity, patient, department, and practitioner needs.
Ensure patients or guardians understand and sign consent, insurance, and other required forms.
Receive, transcribe, schedule, and scan practitioner orders into the electronic record daily.
Enter the reason for tests/procedures to meet medical necessity and refer to UR for further review or prior authorization.
Verify insurance benefits with insurance companies via phone, fax, or internet and document verification in patient records.
Educate patients/guarantors regarding insurance benefits and arrange for payment of co-pays, co-insurance, and deductibles.
Assist with financial counseling for self-pays.
Collect payments, issue receipts, and reconcile daily receivable activity.
Obtain patient information from other practitioner offices for scheduling and assign time for exams.
Coordinate scheduled exams with mobile and contracted companies.
Educate outside practitioners and office staff on ordering outpatient services at CCH.
Compile and distribute information regarding personal, insurance, and financial status.
Provide appropriate forms to billing and other departments.
Communicate and coordinate services with internal departments and internal/external practitioner office staff.
Assist in the orientation and training of new employees.
Conduct audits of the scheduling system to ensure standards are met when requested.
Participate in developing plans to implement new procedures and processes collaboratively.
Review and maintain appropriate computer master files: patient master data, guarantor, physician, and insurance.
Maintain all required records, reports, and statistics.
Demonstrate creative and critical thinking skills.