Special Testing Services Coordinator Senior

• Ability to perform all tasks of a Special Testing Services Coordinator.
• Handle client, sales, and patient inquiries regarding preauthorization and billing.
• Respond to patient complaints and assures appropriate action for resolution occurs.
• Handle sensitive and escalated client and patient interactions.
• Assist in documenting standard operating procedures for the Department.
• Provide input and guidance to staff members in order to ensure continuous improvement in processes which will improve customer service.
• Work with Compliance to report and resolve any billing compliance concerns.
• Support billing teams by providing guidance with regards to facilitating appeals in order to maximize reimbursement experience.
• Provide training to billing teams on pre-authorization systems.
• Research denial concerns and reports to management and billing teams in order to foster a bridge between pre-authorization and billing.
• Identify and escalate reimbursement and denial issues and potential resolution techniques to management and billing teams.
• Coordinate testing in parallel to obtaining proper documentation to comply with all payer requirements.
• Document reporting or call history in the patient file and maintains appropriate records.
• Document tools for pre-authorization team and billing teams in the form of job aids and databases which warehouse payer and process information.
• Support Health Plans team by articulating where their support is necessary, in order to drive improvements in pre-authorization process or reducing denials and write offs.
• Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement.
• Ongoing responsibility for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls by supporting the phone queue.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

• Knowledge of the billing and laboratory testing operations.
• Strong understanding of medical terminology.

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Proficiency in basic computer skills (Word, Excel, Outlook)
• Ability to multi-task and work in a fast-paced environment.
• Strong organizational skills
• Excellent organization and follow-through skills.
• Ability to analyze and solve problems.
• Ability to maintain professional and tactful manner in stressful situations
• Exhibit comfortable interaction with technical staff including Laboratory Managers, Medical Leaders and other technical personnel.
• Ability to deal with client information in a confidential manner.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

2024-58605

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.