Patient Access Coordinator |Oncology (Finance)
Under the immediate supervision of the Patient Access Manager, is responsible for ensuring a positive patient experience supporting Oncology Services in scheduling and registration.
Responsibilities
Responsible for scheduling, interviewing and pre-registering patients as outlined in Huggins Hospital Best Practice workflows.
- Answers all calls and assist the patient with their appointment needs in a way that upholds the access to Huggins that each patient deserves. Enters the appropriate demographic and insurance information to facilitate patient care and appropriate billing procedures.
- Ensures the patients flow through the scheduling and registration systems as quickly and efficiently as possible.
- Verifies eligibility for all insurances and completes the coordination of benefits according to the response.
- Complete MSP for all Medicare patients and will document all necessary components within the patient chart.
- Ensures all fiscal procedures are followed in a consistent manner by collecting co-payments when necessary and performing simple banking.
- Identifies and obtains all referrals required by managed care payers for requested appointment.
- Identifies the need for pre-loading necessary information and demonstrates understanding of the proper workflow for preloading the medical record.
- Schedules patient according to the patient's needs at time of call, aligning appointment selection type.
- Performs insurance eligibility on all insurances and provides patients with co-payment amounts prior to the appointment.
- Facilitates Financial Assistance as needed per patient.
- Provides patient with all necessary information related to the scheduled appointment being mindful to ask if patient will require mobility or communication assistance.
- Accepts and returns patient calls using appropriate telephone etiquette.
- Ensure the patient's confidentiality is always maintained.
- Answer the telephone, file, pre-load, and perform chart preparation and record retrieval as needed.
- Provide the patient with appropriate educational materials related to the exam/appointment.
- Prepares the patient verbally for the recommended use of the Patient Portal functionality.
- Utilizes the EMR to appropriately document within the patient chart for provider correspondence related to the appointment and/or needs of the patient.
- Appropriately communicates with providers and office, any questions or concerns related to the patient's service.
- Answers telephone promptly and politely while identifying the department and person speaking. Take accurate and concise messages when appropriate and direct calls to the appropriate staff/department as needed with overall goal being to solution inquires as promptly as possible.
- Affirms appointment location, time, and educates patient on what to expect at the appointment location in terms of screening, check in, etc.
- Maintains all office machinery, placing service calls when necessary.
- Able to answer basic billing inquiries and directs patient to the appropriate staff to address problems and establish payment plans.
- Maintains a clean/safe office environment. Keeps office neat, clean, organized and free of clutter.
- Greets patients in a professional, friendly manner, utilizing the SAIDET technique of smile, acknowledge, introduce, explain, and thank.
- Effectively communicate the purpose for and the requirements of all required patient documents.
- This position is customer service driven and the incumbent must have the ability to effectively promote positive customer service while working in a complex environment which may include levels of frustration by various patients. Must be able to quickly assess an urgent situation and provide issue resolution and de-escalation.
- Verifies and updates all patient information at each visit, including insurance eligibility, health insurance (scanning card and validating information at each visit), and patient demographics. Is responsible and skilled at obtaining accurate information on the patient in as swift a manner as possible.
- Verifies eligibility for all insurances and completes the coordination of benefits according to the response.
- Complete the MSP for all Medicare patients and will document all necessary components within the patient chart.
- Collect all co-pays from patients upon check-in
- Ensures all fiscal procedures are followed in a consistent manner and perform simple banking
- Must be able to support patient inquiries about department/office locations and services Huggins provides.
- Obtains transportation assistance for those patients in need by collaborating with Facilities personnel
- Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes their scheduled shift
- HIPAA: facilitates to maintain patient confidentiality
- Internal Communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect
- Interpersonal Relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.
- Safety: Practices workplace safety daily
- Actively participates in all hospital Service Excellence initiatives and trainings
- Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes
- Completes all required annual education on or before the due date in Healthstream
Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.
- Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers
- Ability to effectively manage considerable mental stress
- Ability to express or exchange ideas by means of the spoken word
- Ability to receive detailed information through oral communication
- Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner
- Familiarity with computer and other business machines
Qualifications
Prior experience in healthcare related institution and demonstrated computer skills preferred.
Excellent interpersonal communication skills, and ability to be very detailed oriented.
