Customer Service Representative II - Nuvance Health

Description

Summary:

Provides scheduling, insurance verification, billing & maintenance of appropriate files & databases for a variety of rehab programs. Acts as liaison between patient, therapy staff & physicians. Uses professional interpersonal skills when dealing with the "customer" on a daily basis.

Responsibilities:

1. Customer Service Criteria A: Demonstrates the ability to receive an incoming telephone call in a pleasant, professional manner. Answers phone in a timely manner in accordance with department policy. Customer Service Criteria B: Demonstrates ability to record and deliver messages to the appropriate personnel in a timely manner.
2. Scheduling Criteria A: Demonstrates the ability to accurately schedule/pre-register a new evaluation using the pathways set up in accordance with department guidelines. Scheduling Criteria B: Demonstrates the ability to schedule recurring appointments for single and multi-service patients in accordance with department guidelines. Scheduling Criteria C: Provides the health professional with their patient schedules in accordance with department guidelines. Scheduling Criteria D: Executes weekly projection for patient appointments in accordance with department guidelines.
3. Registration/Insurance Verification Criteria A: Demonstrates the ability to obtain correct and accurate information from new patients for registration and scheduling purposes. Registration/Insurance Verification Criteria B: Executes the "PC" account to transistion to an "RC" account at time of registration. Registration/Insurance Verification Criteria C: Demonstrates with accuracy, the ability to enter an ICD-9 code relating to the diagnosis. Registration/Insurance Verification Criteria D: Demonstrates the ability to insure that information obtained for insurance verification/authorization is entered accurately and in a timely manner in accordance with department guidelines.
4. Charge Entry/Billing Criteria A: Enters charges accurately and in a timely manner in accordance with hospital/ACRM billing guidelines. Charge Entry/Billing Criteria B: Demonstrates the ability to: open & close batches, debit/credit accounts, discharge accounts, enter no-shows & cancellations, make corrections and enter re-eval dates as per department guidelines.
5. Adminstrative Functions/Training Criteria A: Demonstrates the ability to maintain the receipt book for post rehab, co-pays and petty cash per department guidelines. Adminstrative Functions/Training Criteria B: Receives and distributes incoming/outgoing deliveries and mail efficiently. Adminstrative Functions/Training Criteria C: Responsible for training new staff on the Eclipsys system. Adminstrative Functions/Training Criteria D: Responsible for invoicing monthly bills for the outpatient service.
6. ACRM Core Values Criteria A: Demonstrates the seven core values of ACRM: flexible, dependable, efficient, team player, compassion, integrity, respect. ACRM Core Values Criteria B: Demonstrates flexibility in covering co-workers and performing other duties as directed.
7. Performs other duties as assigned.
8. Fulfills all compliance responsibilities related to the position.

Education: HS GRAD/EQUIVALENT

Other Information:

Required: High School graduate or G.E.D.. Additional post high school courses at college or secretarial school preferred. 3-5 years clerical/administrative experience in a high volume, customer service orientated office environment is required. Must work well under pressure and must be familiar with medical terminology, insurance verification, authorizations, diagnostis codes, billing and patient scheduling. Requires effective interpersonal skills and strong communication skills. Experience working in an Outpatient environment with PT, OT, SPL, and Aud or Physicians Office environment service desirable.
Minimum Experience: three years
Desired:

Working Conditions:

Manual: significant manual skills/motor coord & finger dexterity

Occupational: Little or no potential for occupational risk

Physical Effort: Sedentary/light effort. May exert up to 10 lbs. force

Physical Environment: Generally pleasant working conditions

Company: Norwalk Hospital Association

Org Unit: 1880

Department: Rehab Services Admin

Exempt: No

Salary Range: $16.32 - $31.05 Hourly