Patient Access Liaison

BASIC PURPOSE OF THE JOB

Primary point of contact for patients and patients families for patient registration, insurance verification, appointment scheduling, and resolving billing issues.

REPORTS TO

• Manager

JOB REQUIREMENTS

Supervisory Responsibilities: NO

Minimum Education: High School Diploma/GED preferred  

License/Certification Required: None

Minimum Work Experience: Prior experience in a call center and healthcare setting preferred  

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent interpersonal, verbal and written communication skills required
• Proficiency in computer data entry and familiarity with calendar applications and databases
• Knowledge of customer service practices and principles
• Strong research and problem-solving abilities

DUTIES AND RESPONSIBILITIES

• Answers incoming telephone calls in a courteous and helpful manner: Answers inquiries and requests completely or refers calls to the appropriate contact. Relays complete, detailed messages and information to the appropriate individuals, while maintaining confidentiality of all information.
• Responsible for fielding outbound calls (e.g., insurance referrals, medical records, waitlist management.
• Registers new patients and updates patient information in scheduling system. Verifies and creates subscriber information in computer system. Copies, files and retrieves medical records as requested.
• Schedules follow-up appointments and provides any necessary forms for parents. Interviews/identifies legal guardian to obtain necessary information to ensure account is complete. Helps identify problems to help ensure claims go out clean on the first submission.
• Reviews procedure code and diagnosis code. Works with RBO to appeal denials as needed, and provide records/information to assist to dispute denials.
• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment. Interacts with all patients, staff, volunteers, etc. in a considerate, helpful, and courteous manner, as observed by management observation and peer input. Maintains professional composure and confidence during stressful situations.
• Maintains confidentiality of all hospital and patient information at all times as observed by management and peers. Will not discuss any patient information in public areas. Will not discuss any patient with friends, family who may call to ask about a child who has been here. Will only discuss accounts with other staff on a need to know basis to ensure payment of the claim or resolution of a problem. Only shares minimal information needed by others to do the job. Will not view accounts of friends, family member unless requested by the person responsible for the bill. Will hand off to another team member when working an account that could be considered a breach of privacy by a neighbor’s child, family member etc.
• Patient/Family Complaints are handled in a confidential, timely and professional manner. Calls are answered timely and families are given a response within 24 hours as observed by management.  Always ends conversation with family after a complaint or dispute with “is there anything else I can do for you today” as observed by management.
• Fosters mature professional relationships with fellow employees in a courteous, friendly, manner as measured by management observation and peer input. Promotes effective working relations and works effectively as part of a department/unit team inter-and intra-departmentally to facilitate the department's/unit's ability to meet its goals and objectives. Continuously displays a “can do” attitude within the practice and across other department lines to contribute to the overall focus on service excellence.
• Completes all ETCH and practice required training and CBL requirements: Attends all educational programs as needed. Practices safe lifting and body mechanic procedures. Maintains a safe and clean work area.
• Serves as mentor to new staff and provides leadership and education to those employees needing extra guidance. Willingly accepts any other assignment that may be requested.
• Utilizes hospital resources and time respectfully and accountably. Works as efficiently as possible to ensure best use of time.
• Completes end-of-day financials: Balances credit card machines. Provides financial information to ETCH Financial Services team.

PHYSICAL REQUIREMENTS

• Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
• Light lifting, pushing and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending and reaching is required. Keyboard/computer use and/or repetitive motions may be required. 

Come work where you can make a difference everyday.