Children's National Hospital

Compensation

Full Description

Location: Silver Spring, MD Remote: No Schedule: 8am-430pm- Thursday, Friday, Saturday. Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and other staff in a courteous manner. Responsible for obtaining and validating patient information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service environment. Qualifications: Minimum Education High School Diploma or GED (Required) Minimum Work Experience • 1 year Experience performing patient registration and scheduling, medical insurance screening and verification. (Required) • Equivalent customer service or call center experience and education can be considered in lieu of patient registration, scheduling, insurance screening and verification experience (Required) • Experience in healthcare settings preferred • Telephone call center experience helpful Functional Accountabilities Registration and Scheduling Services • Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation. • Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan. • Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively . • Anticipate customer service needs to "prevent fires." • Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms. • Anticipate customer service needs to "prevent fires." Verifying Insurance/Authorization and Process Improvement • Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY , Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields. • Collect and verify demographic, PCP/referring physician and insurance information. • Make recommendations for internal process improvements. Safety • Speak up when team members appear to exhibit unsafe behavior or performance • Continuously validate and verify information needed for decision making or documentation • Stop in the face of uncertainty and takes time to resolve the situation • Demonstrate accurate, clear and timely verbal and written communication • Actively promote safety for patients, families, visitors and co-workers • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance