Essential Responsibilities

Manages patient flow through by registering or visit notification in the Patient Access Management System, arriving patients in the Cerner Scheduling System and monitoring how long patient are waiting. 

Reviews insurance eligibility, confirms insurance is active and the appropriate insurance plan is selected in Cerner Patient Access Management (PAM). 

Monitors and responds to E-Care Next worklist daily, resolves eligibility discrepancies, provides update to Cerner Patient Access Management (PAM).

Schedules patients using Cerner Scheduling System and registers patients using PAM. Includes patient reminder phone calls and follow-up on missed appointments as assigned. Educate and informs patients of UI Health patient portal, registers and/or assist patient with patient portal registration.

Contacts insurance companies and case managers to obtain authorization for treatment and provides necessary documentation to complete the process as it relates to medical coverage for scheduled services.

Provide financial counseling services, including, but not limited to grant funded application assistance, conduct fee assessments and sliding fee scale determinations as appropriate and necessary. Informs new patients of institutional and/or unit billing/payment/insurance procedures and guidelines.

Communicate the cost of services and billing policies to patients; collect co-pays, deductibles, and fee assessments from patients as appropriate and documents/scans/populate collected fees in appropriate software at time of service.  Enter charges for services rendered within the prescribed time period.

Prepares daily receipt log and cash reconciliation sheet at the end of each day; closes out cash register, credit card, and/or other payment receiving systems.

Monitors work completed and alerts superiors to problems that may occur; provides input to supervisors and/or administration regarding the needed changes in reception area; may assist in the training of individuals at the lower level of this series or other clerical staff.

Manage initial call intake for MSHC; route calls and messages to appropriate individuals/departments. Respond to complex inquiries from clients in order to provide or clarify information on departmental services, policies, and procedures.

Participate in orientation of new patients to MSHC; ensure that the patient receives new patient materials and information pertinent to MSHC policies on sliding fee scale, hours of operation, etc.

Receive, log, and appropriately route complaints at the departmental level, including reporting client feedback and suggestions to higher level personnel in the event that a customer service issue cannot be resolved at the incumbent’s level.  Assist in conducting primary research on complaints received.

Participate in cross-functional continuous quality improvement and corporate compliance teams; consult with related departments to coordinate seamless access to services.

Conduct inventory and order supplies; attend all departmental staff meetings, registration forums, and perform other duties and/or projects as assigned.