Patient Access Engagement Specialist II - Referral Management

Description:

JOB REQUIREMENTS:

• Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare.
• Answer inbound calls in high volume call center environment.
• Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times.
• Enters all patient demographic, medical and financial information accurately into Cerner Millennium Scheduling Epic system.
• Maintain basic understanding of insurance, pre-certification and referrals.
• Performs scheduling functions in accordance with policies and procedures.
• Responsible for the scheduling, rescheduling and cancellation of all outpatient and procedures These services include but not limited to: radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.
• Maintains a good working relationships with physician offices and fellow colleagues within the hospital.
• Ensures confidentiality of patient information.
• Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations/scheduling.
• Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed.
• Provide timely responses to all inquiries (verbal / written) regarding patient accounts.
• This position also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways.
• Maintain acceptable productivity standards in high volume call center environment.
• Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form.
• 100% of work time spent on answering calls and scheduling appointments.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

MINIMUM QUALIFICATIONS:

• Minimum 6 months to one year of medical office experience, scheduling environment or call center required.
• AS/BS degree in Business Administration, Healthcare or medical office experience, scheduling environment or call center is preferred.
• Demonstrated key competencies, knowledge & proficiency of Patient Access Engagement Specialist duties and workflow.
• Quality scores within expected range as outlined.
• No performance or disciplinary issues.
• ADDITIONAL REQUIREMENTS: Complete training exams with a passing score, proficient in 17 sections/skills, maintain quality scores of 85% or above, schedule adherence within established guidelines, proficient in all registration aspects, ability to navigate multiple applications, strong computer, writing and customer service skills.

PHYSICAL REQUIREMENTS: (Medium/Max 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.