Senior Clerk

Overview

This position is onsite. Our office is located at 19500 W Interstate, San Antonio, TX.

Explore opportunities with Well Med, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will be part of a team who shares your passion for helping people achieve improved health outcomes. Explore rewarding opportunities for physicians, clinical staff and non-patient-facing roles. Join us and discover the meaning behind Caring.

Connecting. Growing together.

The Senior Clerk is responsible for quickly answering all calls and properly referring questions and issues to the appropriate back office staff. Serves as the first point of contact for the home health agency offering assistance to customers, physician offices, patients, vendors and other staff members within the organization. Great customer service skills, attention to detail, and answering phone calls in a professional and courteous manner with good communication skills and speed.

Performs quality assurance on all referral processing to ensure minimal errors and provide feedback to central intake management of current team performance. Manages messages sent through the TIGER CONNECT messaging system from the answering service and ensures they are distributed to the appropriate branch personnel through the TIGER CONNECT distribution groups. Enters patient information into the current EMR.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 9:00 am - 6:00 pm. It may be necessary, given the business need, to work occasional overtime. This will be 1:1 training with a senior lead then on-the-job training and the hours during training will be aligned with your schedule.

• Collects, verifies, and records initial client information to include type of services, insurance, benefits, physician information, and patient demographics
• Assist in answering inbound/outbound calls to provide accurate, satisfactory answers to queries, concerns, and status of referral processing
• Requests the referral source fax, email, or utilize referral platforms for orders on all patients
• Review of new authorizations received for patient care visits for accuracy and uploads into patient EMR
• Reviews and enters home health non-admissions into current EMR
• Supports home health intake specialist with reviewing and entering new home health referrals
• Performs quality assurance on all referral processing to ensure minimal errors and provide feedback to central intake management of current team performance
• Able and willing to train all new employees for the home health receptionist position as well as provide refresher training when needed
• Contacts the patient to verify information to include address, insurance, pertinent information and provides a date for their first initial visit with the clinician
• Enters all data entry of patient information into EMR and uploads any necessary paperwork pertaining to patient information for clinician review
• Knowledgeable and able to navigate eligibility portals for patient information/authorization information: eCW; navi Health;
  Avality; EPRG;
  Trucare;
  Waystar; UHC, Alscript, Careport, Curaspan, Leading Reach
• Maintain great customer service, attention to detail, answer phone in a professional and courteous manner, good communication skills and speed
• Manages messages sent through TIGER CONNECT from the answering service and ensures they are distributed to the appropriate branch through the TIGER CONNECT distribution groups
• Responsible for reviewing and renaming all faxes that come through Right Fax and assign to appropriate intake specialist
• Review new web referrals from facility platforms, rename and assign to the appropriate intake specialist
• Perform general clerical duties in support of patient services; these include answering phones, copying, faxing, and reviewing incoming patient referral documentation for accuracy
• Responsible for checking email, TIGER CONNECT, team messaging system and voicemail to respond to time-sensitive messages from customers, leadership, lower-level management
• Assist in obtaining authorization for skilled nursing visits, therapy visits, and home health aide visits
• Ability to promote and maintain a positive attitude and encourage others to do the same
• Performs other job duties as assigned by direct supervisor
• Attends all required in-service training programs to maintain comprehensive home healthcare knowledge base
• Demonstrates effective time management skills by completing assignments within projected time frames
• Expresses verbal and written communication in a clear, positive, and cooperative manner
• Demonstrates personal responsibility with regard to attendance and punctuality and adheres to the code of conduct policy set forth by UHG
• Promotes Agency philosophy, mission statement, and administrative policies
• Maintains privacy and confidentiality with regard to all…