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Surgery Scheduling Technical Assistant and Clinic Assistant

2 months ago

St Paul, United States HealthPartners Full time

HealthPartners is currently hiring a Surgery Scheduling Technical Assistant and Clinic Assistant at our HealthPartners 401 Specialty Center in St. Paul

QUALIFICATIONS:

REQUIRED TESTING:

Alpha-numeric Data Entry (4,000 keystrokes per hour)

Medical Terminology test

REQUIRED:

Surgery Scheduling Technical Assistant Required Qualifications:

High School Diploma or GED

Meets one of the following:

Two years post secondary education which includes course work in business operations, healthcare or customer service

Graduate of a technical, business or community college as a medical receptionist/secretary, medical office assistant or similar training program

Three years experience as a medical receptionist, healthcare billing or coding representative, healthcare customer service position or similar experience

Two years customer service, medical or business office experience

Two years computer experience, which includes demonstrated knowledge of online insurance eligibility systems, Microsoft Word, Microsoft Excel or similar programs

One year demonstrated healthcare electronic registration system and insurance skills

Demonstrated knowledge of insurance terminology

Demonstrated knowledge of insurance products, including Preferred Provider Organization, Managed Care, Medicaid, Medicare, Third Party Payors, Work Comp, etc.

Familiarity with medical coding systems (ICD 9 & CPT)

Demonstrated telephone, written and oral communication skills

Demonstrated strength in managing complex customer relations

Demonstrated independent problem solving skills

Demonstrated skill utilizing computerized medical records

Demonstrated skill in organizing and prioritizing work with multiple interruptions

Demonstrated ability to handle confidential information with discretion

Demonstrated ability to be accurate and attentive to detail

Clinic Assistant Required Qualifications:

High School diploma or GED

Meets one of the following:

Graduate of a formal training program in medical reception, an equivalent program, or a customer service program

Two years experience as a medical receptionist

Two years experience in a customer service position

One year experience using data look-up and data entry functions on a mainframe or PC based computer system

One year customer service experience either via telephone or in-person within the last five years

Demonstrated ability to organize work under pressure

Demonstrated ability to function with multiple priorities and interruptions

Excellent oral communication skills

Excellent written communication skills

PREFERRED:

Two years HealthPartners experience to include any of the following:

EPIC registration

Working in a surgical clinic setting

Billing department

Working knowledge of insurance to include coordination of benefits, referral requirements, prior authorization process and billing processes and protocols

PHYSICAL REQUIREMENTS:

Ability to sit and use a telephone and computer for prolonged periods of time. Oral and written communication with customers requires adequate speech, vision and hearing. Proficiency in English, adequate handwriting and manual dexterity skills are required. Ability to bend, stoop, reach or twist. Ability to sit or stand for prolonged periods of time. Proficiency in other languages may be required. Use of a telephone and computer terminal also requires adequate hand writing and manual dexterity skills.

POSITION PURPOSE:

Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. This position is responsible for accurate, efficient, and timely surgery scheduling for the HPMG and contracted surgeons. This may include multiple specialties and locations. Keeping the patient, provider and other key individuals and departments informed during the process is a customer service priority. This position ensures the pre surgical financial/insurance requirements are completed for appropriate revenue collection. Requires coordination of all pieces in the surgery scheduling process to ensure a positive and successful outcome. This position is a vital point of contact for a patient entering the HPMG Clinics. This position facilitates the process of scheduling appointments and has responsibility for accurate collection of current financial and demographic information. This position directly impacts revenue collection for the medical group.

ACCOUNTABILITIES:

Surgery Scheduling Technical Assistant Accountabilities:

Interviews patient in person or over the phone

Updates demographic and insurance coverage on EPIC Prelude

b. Discusses OR scheduling options

Works closely with all parties involved with the surgeons' availability for operating room times.

Communicates with appropriate staff regarding surgeons' time off.

Maintains an online calendar of surgeons' time off

Contacts multiple facilities to schedules surgeries (OR) for assigned surgeons providing:

Patient demographic information

Diagnosis

Type of procedure

Type of surgery

Length of case

Anesthesia preference

Equipment requirements

Contacts appropriate departments to schedule preoperative appointments.

Ancillary testing

History & Physical

Specialty care

Distributes relevant brochures, pamphlets, forms, etc. to patient.

Explains logistics of surgery process, time, preparation, etc. as needed

Refers patients to appropriate staff to address medical questions

Consistently documents and retains accurate records via online system or paper format.

Follows up daily on cancelled or rescheduled surgeries and appointments keeping all parties

informed.

Troubleshoots errors and miscommunication with physicians, lead clinic staff and administrative

staff, involving department supervisor for support to resolve.

Performs insurance verification via computer and/or telephone as needed.

Validates continued Medicaid eligibility prior to surgery

Obtains referral and/or authorization requirements per insurance guidelines.

Fax form, dictation, prior auth letter, etc. to appropriate location

Track status of request

Document approval or denial on EPIC Account Note

Notifies and collaborates with appropriate financial staff on all self pay patients.

Verifies via online system or phone that patients have completed their History & Physical

appointment.

Utilizes and updates online and paper reference tools pertinent to job.

Facilitates timely and accurate flow of communication

Answers telephone within established service standards and responds appropriately.

Takes and relays messages requiring follow up.

Notifies appropriate individuals to assist in resolving complex surgery scheduling issues.

Accurately utilizes the Automated Call Distribution phone system.

Participates in various educational, staff and training meetings.

17. Uses creative and innovative thinking skills to solve service related problems.

18. Performs related duties as assigned.

Clinic Assistant Accountabilities:

1. Customer Service

Care for each person as he/she would like to be cared for by:

Putting the patient first at every opportunity

Listening to understand each patient

Showing concern for each patient

Acting individually and with others to meet each patient's needs

Check-in and Co-pay Administration

a. Check in patients in an accurate and professional manner

b. Identify and accurately collect co-pays or appropriate fees

Use computer-based system to verify patient information

Understand and communicate benefit changes to members, or refer to appropriate resource

Communicate wait times in a diplomatic manner

Direct patients to the appropriate care area

Prepare reconciliation report

Provide patients with appropriate forms, questionnaires, etc.

Computerized Appointment Scheduling for appointments

Schedule appointments in an accurate and timely manner according to Advanced Access principles

Maintain knowledge of appointment scheduling practices

Maintain knowledge of appointment scheduling policies and procedures

Registration and Verification

a. Complete the registration process, including reviewing the registration information for completeness and accuracy and obtain further information, if necessary

b. Verify insurance eligibility, if necessary

c. Register patients in an accurate, efficient, and timely manner

d. Identify appropriate account type, e.g., Workers compensation, Motor Vehicle Accidents, etc.

Specialty Appointment Coordination

Provide patient with information required to schedule specialty appointments

Facilitate timely and accurate flow of communication within the clinic

Answer telephone and respond appropriately to the caller

Take and relay messages requiring follow-up to appropriate individuals

Prepare records and materials for new patient appointments

Assist with the clerical duties of the clinic, e.g., faxing information, making copies, etc.

Maintain open communication with Appointment Center to ensure patient and provider needs are met

Coordinate schedule templates

Coordinate emergency schedule changes

Coordinate schedule holds consistent with Advanced Access principles

Coordinate schedules regarding provider vacation, rounding, and other out of clinic changes

General Accountabilities

Perform other duties as assigned


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.