The incumbent reports to the Director of Patient Access Services, who reports to the Senior Director of Revenue Cycle, who reports to Chief Financial Officer.   Under general supervision, performs Intermediate level customer service functions, including registration and information services, patient payments, assistance with performance improvement activities, assist facilitating patient beds and the transfer center in the bed control department.

 

Essential Responsibilities

Work activities

a. Collects and processes registration information for new and returning customers.

b. Verifies and documents insurance information.

c. Communicates necessary information to site of service.

d. Responds to intermediate level inquiries related to scope of services available, policies and procedures.

e. Consults with related departments in order to coordinate efficient and expedient access to services.

f. Manages initial call intake for department; routes calls and messages appropriately and efficiently.

g. Distributes information related to departmental activities, policies and other material to affected areas/departments.

h. Receives and processes patient payments for medical and other services.

i. Verifying all ECARE AMP alerts are resolved 100% before leaving at the end of each shift.

j. Provides customer service orientation/training to staff as requested.

k. Receives, documents, and routes more complex complaints received at the departmental level.

l. Conducts primary research of complaints received.

m. Educates other staff on complaint management processes and protocols.

n. Inputs data using automated and manual systems.

o. Reviews and evaluates primary performance data.

p. Assists with staff education in the area of performance improvement.

q. Participates on departmental and/or interdepartmental performance improvement teams.

r. Performs other related duties as assigned.

Essential Responsibilities

Work activities

a. Collects and processes registration information for new and returning customers.

b. Verifies and documents insurance information.

c. Communicates necessary information to site of service.

d. Responds to intermediate level inquiries related to scope of services available, policies and procedures.

e. Consults with related departments in order to coordinate efficient and expedient access to services.

f. Manages initial call intake for department; routes calls and messages appropriately and efficiently.

g. Distributes information related to departmental activities, policies and other material to affected areas/departments.

h. Receives and processes patient payments for medical and other services.

i. Verifying all ECARE AMP alerts are resolved 100% before leaving at the end of each shift.

j. Provides customer service orientation/training to staff as requested.

k. Receives, documents, and routes more complex complaints received at the departmental level.

l. Conducts primary research of complaints received.

m. Educates other staff on complaint management processes and protocols.

n. Inputs data using automated and manual systems.

o. Reviews and evaluates primary performance data.

p. Assists with staff education in the area of performance improvement.

q. Participates on departmental and/or interdepartmental performance improvement teams.

r. Performs other related duties as assigned.