Patient Services Associate (Plainsboro)

Responsibilities:

• Patient Services:
• Takes accountability for ensuring patient schedules are built timely. Per department protocol and/or measurements: answer phones in a timely manner, manage/handles patient requests and route appropriately and completely:
• Utilizes knowledge of schedule and protocols
• Uses proper billing area/appointment location
• Cancels/rescheduled appointments as needed
• Communicates changes to local site/transportation/admissions
• Maintains SQL reports as assigned to support scheduling and revenue cycle
• Communicates with local site regarding patient flow, keeps manager aware of potential issues as they arise
• Links referrals for patients as required and as per protocol
• Successfully navigates and resolve EPIC work queues-escalate as needed
• Coordinate with central admission, transportation, Utilization Management departments as needed
• Financial:
• Maintains up to date knowledge of insurance requirements pertinent to patient services and billing procedures: Including basic knowledge of all managed care plans
• Achieves proficiency in automated system: such as EPIC (including in basket), Navinet and SQL
• Validates patient demographic/insurance information and/or registers new patients into EPIC using established protocols
• Ensures appropriate HAR is assigned to registration/insurance
• Generates/runs reports, as requested, related to front-end processes
• Resolve work queues and/or issues from front-end reports which may include the patient pre & post visit, charge review, and others as requested. Proactively prioritizes recovery of missing charges.
• Resolve queues related to CFB, denial management and charge review
• Enters PB & HB back end charges (BEC) for outpatient sites
• Coordinates with financial administrative team to ensure clean billing processes
• Strives to create and maintain a culture of safety and service excellence through the following accountabilities:
• Greets and interacts with physicians and clinical staff in a positive, pleasant and professional manner whether on phone or in person
• Listens carefully and communicates clearly with physicians and clinical staff to ensure understanding of patient’s request. Analyzes problems form the customer’s point of view
• Learns/anticipates the individual need(s) and does the best possible job of satisfying those needs using the best solutions that re responsive to their need(s). Documents needs, as appropriate in EPIC
• Establishes positive relationships with local site be demonstrating knowledge of patient history with practice, treating them with compassion, and responding to their individual needs
• Handles stressful situations appropriately
• Delivers seamless patient/customer service and provides recovery for lapses in service as needed
• Ensures patient. Family confidentially, respect, safety, and security
• Strives to understand and value differences in others’ race, gender, nationality, and age-modifies interactions as needed to accommodate divers needs of the patient/family. Displays age-appropriate competencies for the patient populations served
• Identifies opportunities to improve the patient experience, including areas identified in patient satisfaction surveys. Provides comments and feedback to management team to maintain and improve quality of services
• Participates in Entity and Department wide initiatives for Patent/Employee safety
• Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of their position
• Supports team, as required or needed based on daily workloads, by assisting with work processes that fall outside of their assigned role. Asks questions if/when uncertain about something
• Ensures communication and collaboration with clinical staff and fellow co-workers to server patients to the best of his/her ability
• Shows initiative, sets priorities, organizes tasks, and works independently and as part of a team while completing daily tasks
• Perform other duties as requested or assigned.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• High School Graduate/GED/Equivalent Work Exp.: required 2-3 years of medical experience preferred, or 4 years customer service experience required. Thorough knowledge of third party insurance coverage guidelines preferred. Advanced degree may be considered in lieu of experience.
• Bachelor of Arts or Science
• Bachelor’s Degree preferred