CONSUMER RELATIONS SPEC - Covenant Health

Consumer Relation Specialist, Knoxville Clinic

Full time, 80 hours per pay period, Day shift

Peninsula Overview:

Peninsula, a division of Parkwest Medical Center, has set a new standard for effective, innovative and caring mental health services in East Tennessee. With a combined total of more than 75 years of experience, Peninsula has helped thousands of people recover from disorders and dependencies, and lead healthy, positive and productive lives.

Offering both inpatient and outpatient services for children, adolescents and adults, Peninsula is a leader in the changing healthcare environment. The hospital is located in Blount County, with outpatient centers in Knox, Blount, Loudon and Sevier Counties. Additionally, Peninsula offers care specifically designed for seniors with co-existing psychiatric and medical conditions at the Senior Behavioral Center located at Parkwest Medical Center. Peninsula is truly committed to improving the health of the people and communities it serves. 

Knox Clinic at Peninsula Lighthouse

This clinic is located at 1451 Dowell Springs Blvd in Knoxville, Tennessee and is open Monday-Friday from 7:30 a.m. - 5:30 p.m.  We provide mental health services for those experiencing psychiatric illnesses or symptoms. Our team of mental health professionals provide:

• Psychiatry
• Intensive Outpatient Program
• Office based Opioid Treatment
• Psychiatric Rehabilitation
• Group, individual and family therapy
• Care Coordination
• Support Groups
• Medication management
• Assessment and referral services

Position Summary: 

Works with a team in order to assist the consumer during their time in the clinic. This job covers both medical records, front desk, charge and documentation audit functions. The Consumer Relations Specialist will possess the knowledge to work in any of the support team positions whenever needed. This knowledge will be obtained through cross-training. Duties will include (but not limited to) maintaining consumer charts, registration, scheduling appointments, computer data entry, answering the telephone, collecting copays and deductibles, and assisting the patient during their time in the clinic.

Recruiter: Brittany Partello || bpartell@covhlth.com|| 865-374-5363

• Runs reports on a daily basis for scheduled appointments with clinical staff and requests charts from storage facility or from post-acute care providers for review, as needed.
• Enters data daily including updating patient demographic information, appointment scheduling, updating treating provider information, completing registrations, admitting and discharging accounts, and processing discontinuation of services.
• Checks daily queries and reports. Makes any necessary corrections or alerts appropriate staff for corrections.
• Ensures all paper documents are properly prepped and batched for scanning at HIM corporate. Ensures all batches are sent to HIM corporate for scanning weekly at the minimum.
• Reviews patient appointments to ensure appropriate appointment types are used and appropriate timeframes are followed per policy, such as treatment plan updates.
• Checks for Aftercare paperwork/fax material and file until appointment date arrives.
• Requests records from previous providers in accordance with Release of Information.
• Sends notification of admission and discharge to primary care physician or primary psychiatrist, along with any progress updates as requested by Peninsula OP clinical staff.
• Records all incoming requests for information on the day of receipt. Scans the request over to HIM for records to be prepared for patient.
• Prepares portions of records to be reproduced as instructed by HIM in a situation where records must be expedited. Sends reports requested by HIM as needed.
• Forwards all requests for information to the designated centralized location to verify accuracy.
• Assists and trains staff as necessary on the electronic medical record and supporting applications.
• Participates in CQI teams as requested and assists in the collection of quality and customer service monitoring information including MIPS, MHISP and Customer Service Surveys.
• Responsible for running Guarantor, Incorrect Email, and Discern Scheduling reports and correcting errors as needed in the electronic medical record and supporting applications.
• Reviews daily schedules and checks for accuracy or conflicts as well as future schedules to identify upcoming issues.
• Reviews applicable Report2web reports.
• Reviews Starclin for insurance eligibility notes, when needed. Ensures correct insurance and copay information are loaded in appropriate systems. Corresponds with Insurance Verification Departments when questions arise or new information is presented by patients.
• Collects payments from patients and/or guarantors and issues receipts.
• Balances and reconciles daily cash logs including Clinic and Pharmacy. Responsible for daily deposits to the bank.
• Provides information on financial assistance programs to patients experiencing difficulties making payment arrangements. Ensures paperwork is completed/signed before patient leaves and paperwork is sent to appropriate resource immediately.
• Verifies and updates patient’s addresses and phone numbers upon check-in. Ensures applicable paperwork is completed accordingly as needed and notifies clinicians upon patient arrival. Schedules follow up appointments/reschedules appointments as needed.
• Strives to maintain monthly collection goals and registration accuracy.
• Completes patient registrations within the same day and ensure all paperwork is scanned in a timely manner using the POR scanner.
• Reviews assigned charts for documentation completeness and charging accuracy. Utilizes Omission Log to record missing charting elements and request charge corrections as needed.
• Follows-up on Omission Logs to ensure timely corrections are being made.
• Manages Peninsula Outpatient Delayed Claims.
• Reviews and enters Behavioral Health Safety Net lab charges from Parkwest monthly.
• Enters WIT Grant charges on the TNWITS website monthly.
• Handles special projects as assigned by Office Supervisor.
• Follows policies, procedures, and safety standards. Completes required education assignments annually. Works toward achieving goals and objectives, and participates in quality improvement initiatives as requested.
• Performs other duties as assigned.

Minimum Education:           

High school diploma or equivalent

Minimum Experience:         

Computer training, customer service training, and medical records organization skills. Must be able to type 40 wpm, and be able to work with diverse populations. Preference may be given to individuals with medical office work experience.

Licensure Requirement:      

None