Patient Encounter Specialist

GENERAL SUMMARY
Work as a vital and integral member of the medical practice team with Cooper Green Mercy Health Services Authority and UAB Health System. As a patient encounter specialist (PES) you will be responsible for many front desk duties such as registering patients, collecting co-pays, answering phones, and scheduling appointments. PES staff set the tone for the visits in a patient centered way that extends beyond the date of service, as this role supports the efforts of the billing department.

KEY RESPONSIBILITIES
1. Reports to any assigned clinic or area on time and prepared to consistently deliver and demonstrate excellent customer service and practice Cooper Green core values by being empathetic and professional during all interactions during the operations of the clinic.
2. Obtains and/or ensures all insurance and patient demographic, eligibility information & enrollment status/insurance information is correct. Any discrepancies must be coordinated with the Enrollment Department at the time of service.
3. Verifies patient demographic information during check-in encounter is accurate and complete.
4. Verifies patient address utilizing the USPS application within Nextgen.
5. Performs insurance verification by verifying all insurance coverage for patients.
6. Accurately schedules return or follow-up appointments with appropriate NextGen data, including ancillary visits or tests as indicated on the patient encounter form or notifies scheduler of patient’s needs.
7. Collects visit fees and other balances owed by patient.
8. Follows all procedures and protocol related to issuing receipts, making deposits and documenting transactions appropriately and within the required timeframes.
9. Follows all financial procedures to account for monies handled during daily operations. This includes verifying the change fund that is picked up from the cashier at the beginning of the shift through the deposit that is processed at the end of the day following day-end procedures.
10. Follows all Cooper Green policies and procedures on the intake of patients during the normal operations, including the Late Patient Policy and Procedure.
11. Explains financial requirements to patients or other responsible party.
12. Coordinates enrollment registration/verification with the enrollment department for walk-in or same day appointments, ensuring that all patients treated have a current enrollment at Cooper Green.
13. Answers phone & take complete, accurate messages within NextGen; making sure all messages are routed to appropriate person in a timely manner within NextGen or using Cooper Green email system.
14. Coordinates patient financial issues with social workers or enrollment when necessary.
15. Reviews the no-shows for each provider, calls, and reschedules appointments daily with the patient, including documenting the account in NextGen appropriately of any action performed or important information obtained during the call.
16. Calls patients to remind them within one to two days of their upcoming scheduled appointment, including documenting the account in NextGen appropriately of any action performed, such as rescheduling or cancelling the appointment or other important information obtained during the call.
17. Coordinates and complete specified in-house referrals at checkout, or pre-certification requirements with designated scheduling personnel in the referral department.
18. Completes clinical task work ques daily before end of shift.
19. Handles complaints from customers (physicians, nurses, vendors, and all others) appropriately in a respectful manner and in accordance with CGMHSA guidelines.
20. Performs other duties assigned related to the specific clinic or area, including any newly implemented process or workflow introduced by the Clinical Patient Access Supervisor or Clinical Group Practice Manager.
21. Perform other duties as assigned.

MINIMUM QUALIFICATIONS
Position requires a high school diploma or equivalent. College degree or relevant coursework may substitute for part of experience requirement.
Must: (1) possess basic knowledge of medical terminology and advanced knowledge of PC applications, software, and database management; (2) be able to perform math & bookkeeping skills; (3) possess exceptional telephone & customer service skills; and (4) be knowledgeable of English grammar & punctuation.

WORK ENVIRONMENT
This role may require lifting up to 50 lbs.
The work location for this role is onsite.