Service Center Coordinator

Position Summary: The LRH Service Center employee plays a vital role in supporting patient care and operational efficiency across multiple practices. Team members are responsible for a range of functions, including phone reception, patient scheduling, financial advocacy services, and coordination of incoming and outgoing referrals.

Each Service Center employee will be assigned specific areas of responsibility. These assignments may rotate over time to promote cross-training and ensure well-rounded support. All team members are expected to contribute to the overall success of the Service Center by working collaboratively and providing cross-coverage as needed. This team-based approach helps ensure consistent service delivery and optimal patient experience.

Reports to: Director of Patient Access and Central Services;
Manager of Patient Access and Central Services

Core Responsibilities:

• Understand and uphold the importance of exemplary customer service as emphasized by Littleton Regional Healthcare, performing job functions in alignment with LRH processes and organizational customer service goals.
• Demonstrate a positive and professional approach to always communicate effectively with both patient and team members.
• Comply with federal, state, and hospital requirements related to compliance issues
• Always adhere to departmental guidelines for dress code policy
• Maintain flexibility in work schedule availability, allowing the department to adjust schedules as needed to meet operational demands.
• Greet patients professionally with respect and compassion.
• Direct patients to the appropriate destinations with the hospital and practices
• Accurately collect demographic and financial information to support claims management and both administrative and clinical activities.
• Verify insurance coverage for scheduled tests and procedures in accordance with protocol.
• Collaborate with the department educator on performance-related matters through ongoing education and feedback.

Financial Clearance and Patient Advocate Responsibilities:

Service Center employees are also responsible for ensuring that patients are financially cleared prior to receiving services. This includes:

• Completing pre-registration for scheduled appointments
• Validating insurance eligibility and benefit details
• Providing price estimates, when applicable
• Offering or reviewing payment options with patients prior to service
• Communicating effectively with the patient and collaborating with the appropriate practice or department to resolve any outstanding financial questions

This comprehensive approach ensures that patients are well-informed and fully prepared prior to their visit. It supports operational efficiency, promotes patient satisfaction, and ensures all actions are performed in alignment with established practices and guidelines.

Medicaid Enrollment Specialist:

• Knowledge of Medicaid eligibility and budgeting guidelines
• Aid current and prospective consumers in relation to Medicaid enrollment or additional financial options available
• Conduct patient meetings to obtain the appropriate documentation required to determine which program a patient will be eligible for
• Process Medicaid or other applications and recertification for patients
• Investigate Medicaid issues related to eligibility, deferrals, denials and recertification
• Provide outstanding customer service, written and oral communication skills
• Call an insurance carrier to validate the patient benefits
• Meet with patients on the floor to determine qualification for Presumptive Eligibility
• Send all needed documentation in time frames set by Medicaid
• Set follow up meetings with patients
• Ensures appropriate signatures are obtained on all necessary forms
• Covers and assists with other office functions as requested
• Responsible for conducting eligibility screenings, assessing patient financial requirements, and counseling patients on insurance benefits and co-payments
• Serves as a liaison between the patient, hospital, and governmental agencies; and is actively involved in all areas of case management
• Obtain legally relevant medical evidence, physician statements and all other documentation required for eligibility determination
• Initia…