Patient Services Specialist​/Lead; IV

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Employee Type:
Regular

Work Shift:

Day – 8 hour shift (United States of America)

Join Team Tidelands and help people live better lives through better health!

The purpose of this position is to register all patients needing services and handle all first call resolutions for the departments assigned. The role is responsible for obtaining accurate and complete demographic, financial, and medical information. The employee will transfer calls as appropriate, and/or make appointments as necessary. For procedures, the employee may pre‑register the patient, verifying insurance, etc. In addition, the employee may assist with making referrals.

The person performing this role anticipates and acts on the needs of our customers to enhance their patient experience. Patient Services Specialist IV/Lead is responsible for scheduling complex and specialized procedures across multiple EMR modules/platforms for multiple departments (i.e., Surgery, Interventional Radiology, Recurring Services, etc.) and coordinating multiple resources for patient services. Will also perform duties for prior authorization, referrals (incoming/outgoing), good faith estimates, and/or payment collections.

Is a subject matter expert (SME) resource for patient services team and assists with training as needed.

• Engage patients throughout the registration process to create a welcoming and positive patient experience. Consistently displays good customer service behaviors to all patients and visitors to promote positive patient experiences. Assist patients to their destination as needed and manage patient visitor flow according to hospital policy and safety guidelines.
• Obtain and accurately enter required information for registration into the electronic health system. Follow prescribed procedures for positive identification and medical record number assignment, so no duplication or wrong patient registrations occur. Review demographic and insurance information for completeness, and follow through with correcting any deficiencies, so collection efforts are not delayed due to insufficient or incorrect information.
• Ensure all appropriate signatures are obtained and forms completed including and not limited to the following:
  Medicare Secondary Payer Questionnaire, Advance Beneficiary Notice (ABN waiver), HIPAA Privacy Notice, AOB (Assignment of Benefits), Medicare Important Messages, etc. Provide information and/or handouts and answer questions on patient rights and responsibilities, HIPAA Privacy Notice, and any financial assistance documentation.
• Thoroughly and accurately document insurance verification information in the system, identifying deductibles, copayments, coinsurance, and policy limitations. Obtain referral, authorization and pre‑certification information if needed; document this information in the EHR.
• Answer all inbound and/or place outbound telephone calls as assigned and appropriately direct callers and ensure all calls are handled efficiently and in a timely manner. Consistently exhibit the highest level of service to all callers and fellow staff.
• Contact patients by phone to remind them of upcoming appointments, relay instructions and/or to ask follow‑up care questions as needed. Cancel and reschedule appointments as needed. May assist with identifying and initiating necessary referrals for specialist appointments, procedures and tests.
• Organize, expedite and follow‑up on any paperwork related to patient care.
• Schedule various types of appointments for providers and communicate any necessary instructions to the patient.
• Perform various administrative support duties for department/work location. Open, sort and distribute all types of mail and correspondence as is necessary and assigned.

• High School Diploma or equivalent – REQUIRED
• Associate's Degree with Medical Terminology course completion – PREFERRED

• At least five (5) years of related customer‑facing healthcare experience with at least two (2) years scheduling or preregistering patients (On the…