Position Summary

Patient Contact and Retention Specialist is a customer advocate with a strong work ethic and responsibility towards patients and team members. He/she must be empathetic, able to multitask, and able to navigate multiple computer applications. He/she must be flexible, quick learners, and able to adapt to changing patient and business needs. This individual should engage in active listening with patients, respond accurately to callers, maintain records of interactions, and use EMR, software, databases, and call scripts appropriately. They should understand and strive to meet or exceed clinical metrics while providing excellent customer service. This individual will participate in training and take responsibility for escalating concerns to the appropriate provider or clinical team member.

Responsibilities/Duties

• Requests and/or verifies authorizations for ordered services
• Schedule and/or reschedule physician orders for outpatient treatments and/or diagnostic services
• Discuss financial responsibilities for upcoming appointments with patient and/or guarantor.
• Collect upfront payments and/or review for financial assistance.
• Handles inbound and/or outbound calls related to the patients clinical care.
• Reviews order for appropriate authorizing signature and accuracy of scheduled service(s)
• Confirms insurance coverage.
• Determines necessity for pre-authorization and obtains authorization for that service(s)
• Documents authorization information within the patient account
• Updates patient insurance information into the patient record as needed to ensure correct billing and net revenue estimation occurs.
• Inputs and/or reviews insurance benefits for the patient account
• Handles inbound and/or outbound calls to perform all pre/post service functions included but not limited to scheduling, authorizations, benefits, and patient responsibilities.
• Communicates with patients and practitioners regarding order, insurance and/or authorization issues.

Qualifications

• High School Diploma; Technical certificate in Healthcare field preferred) 
• Two years recent hospital or medical experience preferred
• EMR (Epic, Athena, eClinical) strongly desired
• Skills in use of personal computer for word processing and database applications. Working knowledge of MS Outlook, Word and Excel preferred
• Three years customer service experience with strong interpersonal skills preferred 
• Medical terminology preferred
• Strong typing skills 40wpm
• Call Center experience preferred 
• Bilingual Spanish/Creole highly preferred

We are an equal opportunity employer and a drug free workplace