Ambulatory Scheduling Services Liaison

Location
Washington, District of Columbia-Washington
Posted
Sep 24, 2020
Closes
Oct 29, 2020
Ref
200000KW
Function
Nurse
Industry
Healthcare
Hours
Full Time
Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with parents, patients, physicians, community doctors/staff and co-workers 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. Ensure that appointments are scheduled in accordance within departmental guidelines. Serve as liaison between the Call Center and the clinic.

Qualifications

Minimum Education
High School Diploma or GED
Associate's Degree

Minimum Work Experience
4 years - Require experience with patient registration and scheduling, medical insurance screening and verification (Required)

Specific Requirements and Preferences
Require experience with patient registration and scheduling, medical insurance screening and verification (Required)
Experience in healthcare setting (Preferred)
Telephone call center experience helpful (Preferred)

Functional Accountabilities

Registration and Scheduling Services
1. Provide client support to parent/guardian via phone for any or all of the following: on-line registration; scheduling, rescheduling and/or canceling of appointments whether by parent or department; notifying parent of any department changes.
2. Notify parent/guardian about insurance referral forms or any pre-authorization of treatment prior to scheduled appointment. Notify provider status (ie participating/ non participating in network). Discuss co-payment or payment in full requirements and advise or refer parents to central business operations for financial counseling for establishing payment plan.
3. 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 .
4. Ensure customer service needs are being met. Anticipate needs to "prevent fires".
5. Inform co-workers of ongoing scheduling trends related to a department.
6. Enter appropriate notes in the system. Obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

Verifying Insurance and Authorization
1. Collect and verify demographic, PCP/referring physician and insurance information.
2. 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.

Quality Control
1. Review physicians schedules ensuring scheduled appointments are within departmental guidelines. Print physician schedules and back-fill open slots.
2. Monitor and correct scheduling and registration errors and provide input to supervisor for ongoing training purposes.
3. Reschedule all appointments related to clinic maintenance cancellation.
4. Serve as liaison between the call center and the clinic.
5. Maintain the add-on process at the request of physicians and departmental staff.
6. Make recommendations for internal process improvements.

Safety
1. Speak up when team members appear to exhibit unsafe behavior or performance
2. Continuously validate and verify information needed for decision making or documentation
3. Stop in the face of uncertainty and takes time to resolve the situation
4. Demonstrate accurate, clear and timely verbal and written communication
5. Actively promote safety for patients, families, visitors and co-workers
6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification


1. Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

1. Demonstrate collaborative and respectful behavior
2. Partner with all team members to achieve goals
3. Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

1. Contribute to a positive work environment
2. Demonstrate flexibility and willingness to change
3. Identify opportunities to improve clinical and administrative processes
4. Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

1. Use resources efficiently
2. Search for less costly ways of doing things

Safety

1. Speak up when team members appear to exhibit unsafe behavior or performance
2. Continuously validate and verify information needed for decision making or documentation
3. Stop in the face of uncertainty and takes time to resolve the situation
4. Demonstrate accurate, clear and timely verbal and written communication
5. Actively promote safety for patients, families, visitors and co-workers
6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Children's National Health System is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law.

Similar jobs