Ambulatory Services Scheduling Liaison

Silver Spring, Maryland-Silver Spring
Jan 15, 2021
Jan 21, 2021
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.


Minimum Education
High School Diploma or GED - required
Associate's Degree - preferred

Minimum Work Experience
4 years - 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.

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

Childrens National Hospital 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.

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