Job description

We are seeking a skilled customer service liaison to represent Valley Medical Center in our hub of Wellness Services including: Lifestyle Medicine, Fitness, Cardiac & Pulmonary Rehab Departments.

OVERVIEW: Job duties will include day to day front desk operations, including but not limited to.

• Patient registration and scheduling
• Managing incoming phone calls
• Assisting with prescriptive exercise program enrollment
• Engaging with employees and patients of the hospital

HOURS OF WORK: 10:30am- 7pm

PREREQUISITES:

• High School Graduate or equivalent (G.E.D.).
• Demonstrated basic skills in keyboarding (45 wpm)
• Previous work experience in customer service and general clerical/office procedures
• Preferred experience in a hospital, medical office/clinic, or insurance company
• Evidence of excellent communication skills both oral and written form in the English language including the ability to spell accurately and write legibly.
• Excellent customer service skills
• Demonstrated knowledge of medical terminology and abbreviations

QUALIFICATIONS:

• Demonstrates effective verbal, listening and interpersonal skills with a diverse population.
• Demonstrates ability to carry out assignments independently and exercise good independent judgment.
• Demonstrates excellent organizational and time management skills.
• Able to maintain a professional demeanor in stressful situations.
• Able to learn and work with multiple software/hardware products.
• Neat and well-groomed in appearance, following departmental personnel standards.
• Demonstrates reliable attendance and job performance

UNIQUE PHYSICAL/MENTAL DEMANDS, ENVIRONMENT, AND WORKING CONDITIONS: Must be able to push patients in wheelchairs from the admitting department to the patient care location. Must be able to stand or sit for extended periods. Must be able to withstand the repetitive motion of keyboarding for extended periods of time. Must be able to walk and push a wheeled cart with a computer and supplies weighing up to 40 lbs. Must be able to respond to patients’, physicians’, and other customers’ questions, concerns, and comments in a professional manner.

PERFORMANCE RESPONSIBILITIES:

• Interview patients to verify their identity and match them to an existing patient history, if appropriate.
• Determine accurate demographic and insurance/third party coverage information. Makes copies of insurance cards and other information as required such as a living will or referrals.
• Responsible to change patient insurance information on accounts in accordance with the Insurance Carrier Change Policy and Procedure. Changes to insurance carriers or other pertinent insurance information require data entry and account notes.
• Chooses appropriate insurance plan and initiates steps to meet requirements such as pre-authorization, authorization or referral for services.
• Documents the receipt of card copies, referral or authorization and enters pertinent notes for billing purposes.
• Checks all schedules daily to determine patients who have not been pre-registered for services within the next 14 days.
• Makes pre-registration phone calls to patients to gather information prior to service date so that services can be pre-authorized.
• Schedules appointments in the computer system, either from phone calls or patients presenting in person.
• Accepts payments on accounts with outstanding balances, document information in HIS and provide a receipt for the amount paid.
• Contacts the Financial Counselor for patients who need assistance with their account, need a price quote or wish to make payment arrangements.
• Provide information regarding our Charity Care Program to patients who may need assistance with their account and/or refer to the Financial Counselor.
• Assists patients by providing directions, answering questions and acting as liaison with other departments.
• Understands Valley Medical Centers Complaint and Grievance Intake process.
• Actively participates in all workflow design or process improvement work groups, as assigned by manager or lead.
• Notify manager or training coordinator when new insurance regulations are identified so that all admitting, health information management, and patient account staff can be educated about the new requirements.
• Utilize all manuals, contacts and information available within the Patient Accounts/Registration office as a resource for quality and accurate information.
• Responsible to perform a daily audit of all registrations performed to verify accuracy.
• Maintains confidentiality of all accessible patient financial and medical records information and views information only on a needs to know basis.
• Demonstrates awareness of the importance of cost containment for the department by providing suggestions regarding process or quality improvement opportunities to department manager.
• Performs all job functions in a manner consistent with Valley’s cultural expectations defined as Valley Values.These characteristics include quality performance, demonstrating compassion, respect, teamwork, community-centered awareness and innovation.
• Other duties as assigned to facilitate accurate, timely patient account management.

Job Type: Full-time

Pay: From $35,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Evening shift

Weekly day range:

• No weekends

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Computer Skills: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Healthcare: 1 year (Required)

Work Location: In person

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