Job Summary

Greets patients and families in person or on the telephone. Obtains demographic, third-party payer, financial information, medical information, and identification to schedule, admit, or register the patient for Health System. Obtains authorization and collects payments when required.

Job Specific Duties

* Complies with applicable governmental regulations HIPAA (Health Information Portability and Accountability Act of 1996) and EMTALA (Emergency Medical Treatment Active Labor Act).

* Coordinates patient transfers/admissions in collaboration with LifeFlight, Admitting Nurses, and Physician as appropriate.

* Greets patients/families in person or on the telephone, treats them in a courteous, respectful, empathetic manner, responds to questions and/or problems, and keeps open lines of communication.

* Interviews patients/families to obtain demographic, third-party payer, and other financial/medical information, and identification to schedule, pre-admit/admit, or pre-register or register patients.

* Verifies third party payer information via the web or telephone.

* Obtains appropriate authorization for Health System and physician services.

* Documents all activities in the collection notes file of the computer system as appropriate.

* Directs families to appropriate place to receive their service by phone, text, email, and/or in person.

* Calculates patients' financial responsibility estimates based on their insurance benefits and contracts and provides information to patient/family.

* Notifies patient/family of deductibles, co-payments, deposits required for admission or registration, and advises/requests payments for out-of-pocket expenses.

* Communicates with departments if any issues/questions arise or to accommodate any special needs for patients.

* Notifies management of any insurance/financial discrepancies for approval.

* Obtains and validates prescription when appropriate and communicates with physician practice, if necessary.

* Scans all documents in the appropriate folder in the computer system.

* Obtains all necessary consents for patient treatment either in person or over the phone.

* Verifies patients are accompanied by legal guardian and notifies Risk Management/Social Services if patient is present with anyone other than his/her legal guardian.

* Collects payments and provides receipts.

* Responsible for placing/monitoring patients arriving for services by using the patient's tracking system.

* Corrects any registration errors made utilizing the QA system.

* Schedules Health System services as appropriate.

* Activates trauma/medical patients ordered by charge nurse and visits trauma room in collaboration with social services to obtain patient information.

* Participates in disaster drills, provides disaster packets, and replenishes as needed.

* Receives incoming cue calls and handles as appropriate.

* Ensures adult approval has been received for patients over 21years of age.

* Identifies duplicate financial and medical record numbers and handles as appropriate.

* Performs down time manual registration as needed.

Minimum Job Requirements

* One year of customer service experience

Knowledge, Skills, and Abilities

* High School education or equivalent preferred.

* Fluent in Spanish strongly preferred.

* Basic proficiency in Word, Excel, and Outlook.

* One year of experience working with medical terminology, procedures, diagnosis codes, and insurance strongly preferred.

* Able to communicate effectively in English both verbally and in writing in a clear and concise manner.

* Able to accurately enter and interpret data.

* Able to adapt and react calmly under stressful conditions.

* Able to relate cooperatively and constructively with customers and co-workers.

* Able to serve customers with courtesy and respect.

* Able to maintain confidentiality of sensitive information.

* Able to follow complex written and/or verbal instructions to solve problems.

* Able to establish necessary professional relationships and interact effectively with internal and external customers.