IV Infusion Practice Account Specialist

Description

JOB SUMMARY

Responsible for insurance verification, ensuring required pre-authorization for infusions have been received, and reviewing patient balances.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify yourself to internal and external customers by wearing your identification badge at all times.
• Greet patients with courtesy and respect. Answer questions and direct requests appropriately and efficiently.
• Schedule patient appointments within the prescribed protocol.
• Prepare charge tickets for the next day appointments.
• Promptly and accurately answer patient questions.
• Answer telephones promptly and in a professional manner. Take a comprehensive message when appropriate. If transferring the call, advise the patient prior to the transfer. Follow-up as appropriate to resolve the caller’s issues.
• Operate computer within the guidelines of MCC.
• Obtain all insurance information prior to patient appointment.
• Verify and update patient demographic, financial class, and insurance information for each patient encounter.
• Accurately load patient information.
• Verify initial patient benefits by utilizing appropriate drug verification resources.
• Verify patient new insurance benefits by utilizing appropriate drug verification resources.
• Verify patient benefits annually by utilizing appropriate drug verification resources.
• Obtain prior authorizations for treatment when required by insurance company.
• Notify physicians regarding any “Letters of Medical Necessity” required by insurance companies, obtain, and submit.
• Review patient account one (1) week prior to appointment to ensure insurance(s) have paid appropriately and to identify patient balances.
• Verify patient appointment via telephone prior to patient appointment.
• Review account balances with patient via telephone prior to appointment to make payment arrangements.  
• Notify physician and practice manager of any accounts with no payment activity by insurance companies or patient.
• Act as a liaison between patients and drug companies offering financial assistance.
• Identify problems, issues or concerns. Seek areas for improvement.
• Maintain a ‘check and balance’ system by comparing charges to daily infusion schedules.
• Re-schedule patients as necessary, including removal of cancelled appointment.
• Attend quarterly professional training sessions (i.e., skill specific).
• Perform tasks and duties of absent staff members, as needed.
• Attend events and other MCC functions as appropriate.
• Empower all personnel to deliver top-notch customer service. 
• Promote teamwork!
• Other duties, special projects or reassignments as directed by CPM. 

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities. 
• Perform other duties as may be assigned cheerfully and willingly.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is a high school diploma or GED.
• Two years experience in a healthcare environment, preferably in a physician practice.

KNOWLEDGE, SKILLS AND ABILITIES

• Display customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills. 
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications. Preferred ability of typing 40 cwpm 
• Proficient in use of computer, telephone, fax, and general office equipment. 
• Proficient in use of English language both in written and verbal communication.  
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/3 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.   
• Must be able to work under stress and remain calm and professional.    

WORK ENVIRONMENT

• Clinical front office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.  
• Must be available to customers and staff throughout the day.  
• May be required to work extended hours to meet department needs.