Patient Access Specialist-Scheduling - Cuyuna Regional Medical Center

POSITION SUMMARY

• Responsible for accurately scheduling, obtaining/verifying patient information, appropriate documentation, and serving as the communication link between the patient, the provider and the other clinic departments or agencies involved in the patient's care.

• Education and Experience:
  • Prefer High School Diploma or equivalent. Prefer completion of Health Care Administrative Specialist or similar program or comparable experience in a health care facility. Successful completion of data entry and general clerical standards as administered by Cuyuna Regional Medical Center Human Resources Staff.
• License/Certificates:
  • N/A
• Special Skills and Aptitudes:
  • Effective Interpersonal relationships skills including good listening and communication skills.
  • Ability to handle confidential information discreetly and appropriately.
  • Ability to adapt resources to meet the needs of the situation.
  • Exercise good judgment, flexibility, creativity and insight to problem solving.
  • Adjust to stressful situations with confidence and good judgment.
  • General knowledge of insurance/insurance verification and/or medical necessity.
  • Basic knowledge of medical terminology.
  • Excellent customer service and telephone etiquette.
  • Ability to work independently.
  • Ability to multi-task.
  • High quality customer service.

• Scheduling and Documentation
  • Accurately schedules patient appointments according to schedule guidelines and provider preferences including clinic day/hours, appointment types, allotted time slots, restrictions and orders.
  • Inform and instruct patients on procedure/appointment preparation.
  • Obtain and maintain accurate electronic medical record (EMR) including verification of demographic information, insurance information and any documentation entered.
  • Process physician orders as requested.
  • Timely monitor and address all work queues and tasks that need to be completed.
  • Provide clerical support for the department, providers and staff.
• Communication/Customer Service
  • Answer all incoming phone calls in a timely, customer services friendly, and professional manner to assist callers with scheduling needs and is a liaison between the patient and the clinical staff.
  • Collaborate with all other departments and any outside entities to ensure accurate scheduling and continuation of care for the patient.
  • Participate as requires in continuous improvement activities to enhance the quality of patient care.
  • Collaborate with patients, providers, staff, and outside entities, and staff for referral, prior authorization, and coordination or care.
  • Greet and acknowledge patients, family members and all staff in a friendly and courteous manner.
• Patient Registration/Insurance Verification/Cashier
  • Update patient information including demographics, insurance information, patient authorization and other paperwork per protocols.
  • Verify insurance coverage through proper portals and established procedures.
  • Communicate appropriately with providers and staff in supported departments.
  • Monitor no-shows/late cancellations and take action per set policies.
  • Collect co-pays and patient payments based on location.
  • Demonstrate accuracy in writing receipts, processing credit-card payments and balancing cash drawer/bag based on location.
  • Communicate with and direct patients to Financial Services to arrange for payment plans and to assist with billing questions.
  • Assist providers and nursing staff to make schedule adjustments and changes.
  • Process referral requests and monitors work queues.
  • Enter telephone encounters and complete assigned tasks in EMR.
  • Demonstrate "Standards of Excellence" when other duties are assigned.