Customer Care Representative - Sleep Lab

Job Description
POSITION SUMMARY
Responsible for facilitating the efficient operation of the assigned department(s) by performing a variety of clerical and administrative tasks. Deliver exceptional customer delight through diligent management of the comprehensive processes, including authorization obtainment, patient scheduling across all Sleep Labs, as well as coordination with physician offices. Responsible for performing diverse office duties to ensure quality, operational efficiency, and compliance with regulatory, legal and Health First policies and procedures.
PRIMARY ACCOUNTABILITIES

1. Receive and process referrals from hospitals, Provider offices and maintain frequent communication to patients and referral sources.
2. Perform all direct and indirect authorization requirements to obtain accurate and timely information and communicate specific details to customer so they are well informed of health plan coverage versus out-of-pocket expectations.
3. Verify insurance benefits for all persons scheduling an appointment in any of the sleep centers.
4. Complete accurate and timely data entry using the proper databases and systems to ensure accurate output flows from registration to billing.
5. Provide well documented information in the Electronic Medical Record (EMR) so all customer information and care plan details can continue by others to meet goals, outcomes, and customer delight.
6. Recommend financial assistance and financial aid as needed or appropriate for specific individuals and situations.
7. Act as liaison between customer and insurance company to revise authorization to ensure maximum payment for services.
8. Pre-Register, Pre-Certify and schedule patients accurately and in a timely manner, with no incomplete information.
9. Process and maintain all schedules for area of responsibility, run schedules daily, and send to appropriate departments and/or individuals in a timely manner. In professional manner, communicate accurate data to other departments and external physician offices, as required, regarding schedule changes.
10. May take on team office lead role to assist with office activities and functions to maintain efficiency and compliance with company policies.

Qualifications:
MINIMUM QUALIFICATIONS
Education: High School Diploma or equivalent
Work Experience: 2 years Healthcare office experience
Knowledge/Skills/Abilities:

• Knowledge of Sleep Disorders Center documentation and assessment.
• Knowledge of EMR and MS Office products
• Patient Safety focused.
• Customer Service Focused
• Excellent communication skills - oral, auditory, and written
• Teamwork
• Independent yet flexible to help where needed and adjust work/hours if necessary.

PREFERRED QUALIFICATIONS
Work Experience: 3 years clinical office experience
Knowledge/Skills/Abilities: Working knowledge of Insurance authorizations/verification.
PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined; on site or remote.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.