Patient Access Representative - The Citadel Counseling Center

Job Description Summary

To provide constant and efficient operations of the physician medical office. Duties to include scheduling, patient registration, telephone triage, medical records, billing, and collections. Coordinate and participate in a variety of duties associated with daily clinic preparation process, patient identification, patient check in/out, charge posting, cash management and patient appointment scheduling. Position also involves customer service, message distribution, ancillary scheduling and preparation, and referrals management. Potential to travel to different clinics

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004423 SYS - Project Student - Citadel

Pay Rate Type

Hourly

Pay Grade

Health-20

Scheduled Weekly Hours

30

Work Shift

Job Description

25% Job Responsibility: Registration of Patients

Receive accurate demographic and insurance information on all patients and enter in the electronic medical record. Collect all required signed forms and information necessary to achieve a clean registration and reduce billing denials.

Success Criteria:

a. Obtain and verify insurance information and patient demographics including copies of insurance and identification cards at each visit.

b. Scan all appropriate documents.

c. Remain current on insurance and necessary changes affecting all information systems by attending team meetings, email updates from manager and Revenue Cycle, and complete any assigned or mandatory rev cycle trainings.

20% Job Responsibility: Scheduling of appointments, consults, treatment, and tests.

Success Criteria:

a. Ensure scheduling procedures are followed to include updating demographic and all insurance information, using comments appropriately, and updating referral information.

b. Maintain advanced knowledge of EMR applications and updates.

c. Demonstrate an understanding of the referral and pre-authorization processes.

d. Schedule follow-up appointments as instructed.

25% Job Responsibility: Collect and appropriately document all payments in accordance with established policies and procedures.

Success Criteria:

a. Maintain current knowledge of insurance changes and co-pays required. Accurately collect co-pays, self-pay and post in electronic record.

b. Demonstrate and understanding patient arrival process, collection processes and applicable policies.

c. Review schedules prior to clinic in preparation for each pre-registered patient and address any insurance concerns prior to patient arrival when applicable.

d. Notify manager of any service recovery needed regarding payments or accounts.

e. Accurately reconcile physical money with payments posted in in the system at the end of each clinic day.

f. Daily reconciliation of patient work queue list to ensure accurate billing.

25% Job Responsibility: Function as the first line of contact receiving patients, answering incoming calls, and monitoring the waiting room.

Success Criteria:

a. Pleasantly greet all patients using AIDET.

b. Professionally answer telephone to include the clinic and your name.

c. Create and enter accurate and detailed messages into the EMR and correctly route to designated pool or recipient when call received regarding clinic visit, to include lab results, refills, etc.

d. Assist and/or refer callers in a professional and courteous manner. Transfer patients to appropriate destination of call or assist in directing them when needing further assistance. Avoid blind transfers.

e. Answer patient questions and solve problems concerning policies and procedures not related to direct medical care. Monitor patient flow to ensure timeliness of care, collaborate with back clinical staff for updated on wait times, keep all patients waiting informed of any delays.

f. Monitor waiting room for current magazines, appropriate patient material, overall cleanliness, and appearance.

g. Avoid personal phone calls, cell phone and internet use if not work-related or any other nonwork related activities at the front desk. Avoid eating in the reception area or at workstation. Ensure all drinks are covered and out of plain sight of patient.

5% Job Responsibility: Perform other duties as assigned or initiated.

Additional Job Description

HS Diploma or Equivalent, with one year of customer service experience required.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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