Specialist Patient Access

Dignity Health Medical Group•Phoenix, AZ

17h•Onsite

About The Position

Dignity Health Medical Group (DHMG) is the employed physician group of Dignity Health Arizona, comprising approximately 400 providers and 1200 support staff across over 73 subspecialty services. DHMG is actively involved in academic, research, and leadership roles, educating 84 medical school students and around 200 residents and fellows in 25 academic programs. The group's mission aligns with Dignity Health's, emphasizing innovative clinical care and scholarly activities. As part of the Dignity Health hospital system, DHMG leverages hospital facilities to provide state-of-the-art patient services, including care for underserved populations. The campus is tobacco-free. The Specialist Patient Access is responsible for scheduling procedures, managing various communication channels (phone, fax, walk-ins, computer systems), and performing complex customer service duties such as registration, scheduling, and referral processing. This role involves handling information from various stakeholders including referring physicians, patients, and internal clinical teams, while demonstrating critical thinking, problem-solving, and a commitment to 'Humankindness'.

Requirements

High School Diploma / GED
One year of customer service experience or industry experience in a healthcare setting

Nice To Haves

Associates degree in a health related field
Two to four years of relevant experience related to the core functions

Responsibilities

Responsible for the scheduling of procedures for various departments with minimal phone wait times.
Manage multiple processes including phone, fax, walk-in appointments and computer systems.
Multi-task, think critically, problem-solve, move quickly between varying skill sets, and display consistent Humankindness throughout all interactions.
Perform complex customer service duties, including but not limited to registration, scheduling, handling/processing inbound and outbound patient referrals, and telephone calls.
Handle information from referring physicians, potential patients, exiting patients and members of the community and internal clinical teams.
Perform registration duties, scheduling functions in the EMR, processes inbound and outbound referrals.
Ensure pre-registration process is complete for all assigned accounts at least 5-days prior to the scheduled date of service whenever possible.
Verify insurance eligibility/benefits and co-pay/deductibles and primary and secondary insurance.
Enter correct primary and secondary insurances during scheduling process in the IDX system, directs non-insured patients to financial counselors.
Obtain accurate patient demographics when registering and scheduling patient, exemplified by accurate spelling, correct abbreviations, punctuation and completeness.
Obtain authorization/pre-certification from physician's office/insurance company for consults.
Follow up on missing authorizations; if not obtained within 48-hours prior to service, contact patient to advise them of their financial responsibility.
Identify any outstanding balance due, notify patient during financial clearance process and request patient payment.
Set up payment plans for patients who cannot pay their entire current copayment and/or past balance in one payment.
Explain the payment and billing assistance program to all patients regardless of financial concerns or limitations.