ESSENTIAL FUNCTIONS

• Schedule clinic appointments including consultations, and follow-up visits, utilizing scheduling and the EMR system.
• Collect all pertinent demographic, insurance, and medical information and enter it into the system.
• Obtain patient demographic information, insurance, and medical information; update and confirm necessary information to allow processing of claims to insurance plans.
• Confirm patient is eligible with insurance plan at the time appointment is scheduled, if applicable.
• Successfully process referrals through the referral system, contact patients to schedule appointments, and import referrals/documents to patients’ charts.
• Answer and resolve all incoming calls and requests in a timely and accurate manner.
• Communicate with the director and/or supervisor about potential patient concerns.
• Triage and relay necessary messages to appropriate staff members.
• Facilitate communication with referring providers to ensure the patient is prepared for activation upon arrival of their appointment.
• Utilizes paging technology to assist in paging on-call providers.
• Successfully imports incoming medical records into patient’s chart.
• Utilize insurance websites to check benefits and eligibility for clinic appointments.
• Navigate EMR to scribe voicemails.
• Navigate EMR to outsource any external orders or referrals in a timely and accurate manner.
• Ensure strict confidentiality of all health records, patient information and meeting HIPAA guidelines.
• Assist with quality audits on referrals and orders to ensure they are processed in a timely manner.
• Other duties assigned.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

EXPERIENCE

• Minimum two years of experience in the healthcare field is required, previous call center experience is preferred.
• Excellent organizational skills and strong customer service orientation are required with a strong background in computers and data entry.
• Knowledge of medical terminology and insurance plans.

REQUIREMENTS

• Excellent organizational skills.
• Must understand the scheduling process.
• Excellent critical thinking, troubleshooting, and analytical skills.
• Excellent interpersonal skills.
• Excellent attention to detail.
• Must have the ability to cross-train in multiple departments.

KNOWLEDGE

• Knowledge of medical terminology.
• Knowledge of computer applications.
• Knowledge of the following specialties: Orthopedics, Neurology, Pain Management.
• Knowledge of scheduling templates.
• Knowledge of authorization processes and insurance plans.

SKILLS

• Be responsible, calm, and able to plan and prioritize the daily workload.
• Be able to adapt to different department processes and workloads.
• Good written and verbal communication skills, decision-making, and analytical skills.

ABILITIES

• Ability to maintain patient confidentiality and follow HIPAA guidelines.
• Ability to understand and follow oral and written instruction.
• Ability to communicate clearly and effectively.
• Ability to maintain effective working relationships with providers, patients, and employees.

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment.

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching required.
• Manual dexterity using a computer keyboard.

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission, Vision, and Values must be acknowledged and adhered to
• Onboarding Training: Compliance, IT Security Awareness, Preventing Sexual Harassment, De-Escalation