Schedule & Location:

Full-Time: 80 hours, biweekly

Monday-Friday: 11:30am-8:00pm

Remote work opportunity

York, Pa

Job Description:

Under direct supervision of the Manager/Supervisor-Patient Access Call Center, schedules and registers patients in advance for services provided throughout WellSpan. Uses exceptional customer service practices. Represents WellSpan in a professional and positive manner.

Duties and Responsibilities:

1. Answers and manages a high volume of fast paced incoming phone calls to the center. Places outbound phone calls when assigned. Provides exceptional customer service at all times by identifying and addressing patient needs in a professional, positive, and caring manner.
2. Provides scheduling services for various diagnostic/ancillary service lines across the organization.
3. Conducts patient interviews by telephone to collect accurate demographic and financial information to complete registrations in advance for scheduled services for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
4. Reviews estimates, informs and educates patients of any financial responsibility for services, as well as collect payments during the scheduling and registration process. Explains insurance coverages and requirements for pre-certifications/pre-authorizations, as applicable.
5. Schedules, registers, and reviews estimates within one contact whenever possible.
6. Enters and maintains detailed information on confidential records for patients.
7. Provides necessary information to patients such as preparation instructions, arrival times, appropriate attire to wear, directions to sites, and any other instructions when speaking with the patient.
8. May assist in managing Order Depots which includes triaging all orders to determine priority, processing duplicate orders and cancelled appointments.
9. Manages all pre-registration and pre-admission work queues within the Electronic Health Record – Epic for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
10. Manages automated call system daily for scheduling and registration phone calls.
11. Manages and completes registrations completed within the online portal, MyWellSpan, for all five hospitals and their ancillary locations that include surgery and diagnostic centers.
12. Understands and enters correctly the several types of registrations based on the services being provided by each department. Follows all policies and procedures established with those departments.
13. Understands and demonstrates knowledge of insurance and enters information appropriately into the Electronic Health Record. Verifies insurance coverage utilizing Real Time Eligibility (RTE).
14. When scheduling and registering via phone, using a paper order provided to patient, understands and recognizes what information is required to obtain when transcribing physician order into Epic. This involves understanding the patient’s symptoms and/or physician’s orders, including diagnosis, physician verbiage and department specifications.
15. When scheduling via phone, using the electronic provider order, understands the steps needed to schedule and register the appropriate service, paying attention to the details of the patient’s diagnosis, physician verbiage, and department specifications.
16. Contacts physician offices or other WellSpan departments when necessary to obtain additional information on behalf of the patient to ensure continuity of care.
17. Promotes the active engagement of all employees and supports recognition of staff accomplishments.
18. Uses the secure messaging function in Epic to communicate to patients.
19. Uses appropriate resources available to provide general information to patients as needed.
20. Maintains positive working relationships with Department Front Office Staff and Leadership.
21. Communicates with clinical and front office teams at the sites, when necessary, to ensure proper scheduling of patients.

1. IF ASSIGNED TO PATIENT ACCESS CALL CENTER TEAM:
2. The following are specific job accountabilities in addition to essential responsibilities:
3. Provide scheduling, registration and estimates for the following service lines: Imaging, including Ultrasound, Computer Tomography, Nuclear Medicine, PET, MRI, Fluoroscopy, and Mammography, Cardiology, EEG, Oncology Genetic Counseling, Sleep Studies, Pulmonary Function Tests, Maternal Fetal Medicine and EMG.
4. Manages Self Pay Work Queue to identify all Self Pay patients scheduled for diagnostic services across the organization. Contacts patients for advanced planning purposes and educate on financial assistance options.
5. Understand and identify Plain Community patients and the details involved in their pre-payment process.
6. Understands and educates patients of any Advanced Beneficiary Notice (ABN) requirements per Medicare guidelines as applicable.
7. Manages Surgical registrations from Pre-Admission in-basket.
8. Understands that Patient Access scheduling services will continue to expand.

1. IF ASSIGNED TO REHABILITATION CALL CENTER TEAM:
2. The following are specific job accountabilities in addition to essential responsibilities:
3. Provides scheduling and registration services for thirty outpatient rehabilitation locations across five counties.
4. Manages process of initial intake of rehab orders and responds back to the ordering physician’s office with necessary information and instructions.
5. Understands and schedules the various types of therapy appointments based on the services being requested by each provider.
6. Uses secure messaging in Epic to notify clinical supervisors directly and front office staff, when necessary, of any urgent scheduling needs and keeps them informed of all extenuating circumstances.

Qualifications

• Minimum Experience:
  • 3 - 6 months
• Minimum Education:
  • High School Diploma or G.E.D.
• Required Courses:
  • Medical terminology within first year.
• Skills:
  • Excellent communication and interpersonal skills.
  • Typing and basic computer skills.