OFFICE LIAISON SURGICAL PRACTICES - Methodist Hospitals

Under general supervision, to perform work providing support and activities of the surgical care provider(s) and team by providing patient care, assisting with procedures, patient care follow-up, coordinating schedules between referring physicians and the practice, scheduling surgeries, maintenance of patient flow, gathering, documenting and verifying insurance eligibility and benefits information, accurately documenting patient's financial responsibility, monitoring physician schedules and supplies. Interacts and collaborates with internal and external departments, businesses, insurance companies and billing services. Ensures and oversees the daily functions/operations of the practice are in conjunction with the needs of the physician and patients.

PRINCIPAL DUTIES AND RESPONSIBILITIES(*Essential Functions)

1. Assists in urgent and emergent medical situations, and obtains and operates emergency equipment.
2. Assists provider in assuring patient follow-up processes, i.e., referrals, lab, obtaining patient education materials.
3. Assists with management of patient flow ensuring rooms are efficiently utilized and patient wait time is minimized.
4. Cleans, prepares, and stocks all patient exam areas and workstations.
5. Assists with the maintenance of essential ambulatory equipment, instruments and supplies; assists in the care, cleaning and sterilization of equipment and instruments; and assists in maintaining the inventory of medical supplies.
6. Documents patient care information per policies and procedures in the medical record.
7. Obtains vital signs, identifies reason for visit and prepares patients for visit.
8. Prepares and supports patient, and assists the provider with medical procedures.
9. Ensures a clean and orderly environment and that all systems are functional.
10. Prepares and processes any administrative communications between the physician and other service areas.
11. Serves as the practice liaison for all external affairs.
12. Enters patient demographic and financial information into the computer systems and/or practice management systems.
13. Obtains documents related to patient's identification and insurance; prepares all necessary paperwork for patient records.
14. Verifies questionable information.
15. Obtains signatures on forms and regulatory documents.
16. Schedules protocols; schedules patients and notifies the appropriate referring provider and patient of schedule plans and or delays.
17. Determines referring physician information, tracks their patients, and prepares follow-up summary reports.
18. Works with physicians, patients, third party payers/vendors, and billing/collection services.
19. Greets and receives all customers; answers the telephone in a timely manner and responds and follows up to all messages.
20. Provides patients with information regarding test/procedure preparation, scripts, scheduled dates and times, warnings, insurance payments options, referral needs, location and directions to service areas and parking.
21. Prepares reports that assess overall performance and productivity for practice operations.
22. Verifies insurance eligibility and obtains pre-certifications and/or prior authorizations; follows-up on accounts with incomplete information for resolution.
23. Collects and accepts co-payments for office visits and provides receipts for payment, coordinates with finance team other payment arrangements.
24. Documents collection activity in the system.
25. Orders, receives and accounts for all clinical supplies; works with supply chain in maintaining appropriate inventory.
26. Receives and secures all pharmaceutical samples and materials for patient care.
27. Contacts all insurance carriers, per the patient's information, to ensure proper coordination and reimbursement of benefits.
28. Coordinates information and accesses physicians schedule in EPIC.
29. Functions as an advocate for customer needs; utilizing Chain of Command when unable to meet needs, resolves conflict or concerns.
30. Provides information, direction and support as needed to surgeons, surgeon's office staff and others as appropriate to utilize emergent, urgent, add-on and other models of access to surgical resources.

JOB SPECIFICATIONS(Minimum Requirements)

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge with working with electronic health records and practice management systems.
• Knowledge in current CPT coding is desirable.
• Must possess good written and verbal communication skills, organizational/analytical skills, mathematical skills and basic personal computer skills..
• Customer service oriented attitude and behavior.
• Knowledge of procedures for maintaining safety of the patient.
• Knowledge of medical terminology.
• Proficient operational knowledge of equipment and infection control.
• Demonstrated professional courtesy and non-judgemental.
• Ability to respond to the patient's needs, recognize a medical emergency and to provide care under stressful and emergent circumstances.
• Ability to assess and interpret data about the patient's status in order to identify each patient's age specific needs and provide the care needed by the group serviced.
• Ability to work independently and in a team environment.
• Ability to multi-task, prioritize, work independently, exercise good judgement and work with employees/providers at all levels and with external parties.
• Ability to respond to the patient's needs, and the ability to empathize and provide compassionate patient care.
• Document all activity done on each account and update EPIC systems on all accounts that need billing to insurance.
• Must have working knowledge of insurance claim filing, collections and established refund processing procedures.
• Enter the proper billing indicators/account note types on each account work for productivity tracking.

EDUCATION

• High School Diploma/GED Equivalent Required
• Associates Business Preferred
• 4 Healthcare/Medical - Physician/Surgeon Preferred
• Medical Assistant Certification must be obtained within 6 months of hire.
• Certified Cardiac Pulmonary Resuscitation

STANDARDS OF BEHAVIOR
Meets the Standards of Behavior as outlined in Personnel Policy and Procedure #1, Employee Relations Code.

CONFIDENTIALITY/HIPAA/CORPORATE COMPLIANCE
Demonstrates knowledge of procedures for protecting and maintaining security, confidentiality and integrity of employee, patient, family, organizational and other medical information. Understands and supports the commitment of Methodist Hospitals in adhering to federal, state and local laws, rules and regulations governing ethical business practices for healthcare providers.

DISCLAIMER - The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.