Welcomes clients into the agency and provides orientation/education regarding the agency and it services.
Performs necessary pre and full registration functions to include insurance eligibility, updating demographic information, and emergency contact information.
Interviews the client and/or family member(s) either in the person or by telephone to collect demographic, financial, and other required information.
Reviews all client-related forms for accuracy and completeness of information, assisting the client where necessary.
Performs correct name inquiry and identifies the client according to policy and procedure without errors.
Verify health insurance card(s) and scans into Electronic Health Records (HER) and/or other systems reviewing for mandatory pre-certification and/or other third party payer requirements.
Collects complete financial information to include payer name, identification number, group number, subscriber name, guarantor name and address, and pre-certification numbers.
Explains consent information, obtains signatures, witnesses (legibly) with no omission.
Completes registration process the same day or within 24 hours.
Answers and responds to clients' inquiries regarding registration and available services including FQHC Sliding Fee Scale.
Able to handle multi telephone lines and tasks and work with very high call volumes.
Maintains a clean, organized, and safe working environment
Maintains client database.
Ensures that the best culture of service is provided to the clients.
Models excellent oral, written, and telephone communication skills.
Ability to work independently or in a team-oriented environment and interrelate well with individuals with diverse ethnic, gender and cultural backgrounds and needs.
Works closely with the Call Center and Insurance Verification Departments.
Extensive use of computer systems.
Accounts and properly documents all clients' interactions, including records details, concerns, complaints, comments, and actions are taken.
Complies with HIPAA rules and regulations when communicating with patients, clients, health center personnel, and external vendors and payers.
Participates in chart reviews for Q/A purposes and Q/I projects as requested.
Attends client and staff's phone calls promptly who are attempting to access services and provides them with accurate and timely information.
Participates in staff training sessions and other meetings as required by the agency and/or the funding sources.
Other duties as assigned.
Bilingual (English-Spanish/ English-Creole) is required. Computer knowledge should include the Care Resource phone system, Word, Excel, and Outlook. Must become knowledgeable about patient databases (i.e. NexGen, Provide Enterprise) and their interrelation to appointment scheduling. Excellent customer service, phone etiquette, and communication skills are needed to handle multi telephone lines, online requests, and tasks and work with very high call volumes. Good organizational and teamwork skills are required. Must maintain punctuality and perform in a detail-oriented and accurate manner at all times. The ability to work with multicultural and diverse populations is required.
Culture of Service: 3 C's
Compassion
Greets internal or external customers (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language.
Listens to the internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring and understanding of the request and providing appropriate options or resolutions.
Competency
Provides services required by following established protocols and when needed, procure additional help to answer questions to ensure appropriate services are delivered
Commitment
Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
Prioritize internally or external customer (i.e. patient, client, staff, vendor) requests to ensure the prompt and effective response is provided
Safety
Ensures proper handwashing according to the Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon the assigned role in Emergency Code System.
Understands and performs assigned roles in the organization's Continuity of Operations Plan (COOP).
Contact Responsibility
The responsibility for internal and external contacts is frequent and important
Physical Requirements
This work requires the following physical activities: frequent sitting, bending, standing, walking, talking in person, and talking on the phone. Occasional driving, stretching/reaching, and lifting up to 50 lbs. are required. Work usually is performed in an office setting.
Other
Participates in health center developmental activities as requested.
Community Involvement:
Participates in agency developmental activities as requested.