Outpatient Services Rep LEP

Under general supervision and according to established policies and procedures, schedules outpatient clinic appointments; receives, interviews and registers patients and prepares related paper and electronic records. As needed, provides customer assistance to patients with limited-English proficiency (LEP) through use of second language skills (non-English) to explain basic information regarding clinic policies and procedures, billing procedures and to assist in completing registration and related forms.

Recognizes need for more specialized interpretation required of patient and family and requests same through from the Hospital’s internal and external interpreter services. Performs duties associated with preparation of patient records; registration and pre-registration activities; problem resolution; appointment scheduling; and, co-payment preparation and collection. In addition, ancillary duties performed provide tracking and status of follow-up care as it pertains to specific diagnostic coding, billing/payment resolution, and generation of system reports, which reflect scheduling activities.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done.

The core Success Factors include:
Instill Trust and Value Differences Patient and Community Focus and Collaborate

Schedules outpatient clinic appointments for patients through the use of the hospital's electronic scheduling system. This includes establishing the appointment type, specific, provider clinic, and appointment time. Schedules follow-up appointment using the on-line scheduling system.

Mails informational material to new patients in advance of scheduled appointments. As necessary, contacts agencies outside the Hospital to obtain pertinent patient information and to coordinate clinic/treatment programs. Contacts third party payors to obtain required pre-authorizations in accordance with established policies

May schedule appointments for patients who need lab work, diagnostic imaging or referral to other medical providers. Refers technical/clinical inquiries to appropriate personnel. Utilizes the on-line billing system to enter diagnosis/service codes from encounter sheets. This includes accurately entering the appropriate code in the hospital's billing system.

Obtains and organizes medical records for use by physicians and nurses. Ensures patient's file is complete prior to treatment/clinic visit including appropriate records, lab test results and x-rays. Evaluates file prior to schedule visit and follows up with other Hospital departments to obtain missing data

Acts as an outpatient center receptionist. Makes telephone calls to patients as appointment reminders. Answers incoming calls. Returns phone calls to patients, physician offices and other medical providers such as laboratory and radiology facilities. Greets arriving patients and verifies pertinent information and physician using the online billing system. Orients patients to the specific outpatient center as a hospital-based service. Interacts effectively with patients and their family members to provide mature, quality customer service.

Uses non-English language skills and oral communications to provide high level of culturally appropriate customer service to those patients and families who have limited English proficiency, explaining clinic procedures, obtaining demographic and financial information in order to…