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Infusion Center Patient Service Associate

2 months ago

Elkhart, Indiana, United States Beacon Health System Full time

Position Overview: This role reports to the Director, Assistant Director, Manager, or designated personnel. In alignment with established policies and procedures, the representative is responsible for the daily scheduling of patients. This includes preparing reports on service provision for the clinical and/or professional teams as per the predetermined schedule. Effective communication with managers, assistant directors, supervisory nurses, and recruitment staff is essential to ensure appropriate patient scheduling and address their needs.

Core Mission, Values, and Service Goals:

  • MISSION: We are committed to delivering exceptional care, promoting health, and connecting with compassion.
  • VALUES: Trust, Respect, Integrity, Compassion.
  • SERVICE GOALS: Foster personal connections, keep all parties informed, and collaborate as a team.

Scheduling Responsibilities:

  • Maintain comprehensive and current knowledge of requirements for all procedures, protocols, and scheduling criteria across various departments.
  • Implement updates to departmental procedures and protocols as they arise, communicated through various channels.
  • Exhibit the ability to operate efficiently in a fast-paced environment while ensuring accuracy in scheduling details.
  • Manage rapid changes and the integration of new departments effectively.
  • Ensure timely scheduling of patient visits, guaranteeing that all appointment information is complete and accurate.
  • Coordinate with other departments as necessary.
  • Prioritize customer service while handling phone inquiries.
  • Utilize available tools and resources to resolve issues promptly and accurately.
  • Maintain a foundational understanding of insurance networks.
  • Gather precertification data from physician offices and perform compliance checks on required procedures.
  • Follow established protocols to verify the ordering physician and their national provider number in the scheduling software prior to scheduling.
  • Ensure that patients are scheduled for the correct procedures based on the diagnosis and information provided by the physician's office.
  • Verify orders in the scheduling system to ensure completeness and accuracy.

Order Management Duties:

  • Confirm that orders are complete and contain all necessary elements as per policy.
  • Communicate with offices to secure valid and complete orders when essential elements are missing.
  • Ensure that scheduled procedures align with received orders.
  • Collaborate with the verification team to obtain prior authorizations before patient appointments.
  • Schedule patients for ancillary departments via email requests or designated processes.
  • Generate and complete various reports as needed.
  • Timely follow up on voice messages.

Communication Skills:

  • Exhibit a positive, friendly, and confident demeanor, even in challenging situations, to enhance customer experience.
  • Engage respectfully and positively with colleagues and other hospital staff.
  • Effectively communicate scheduling issues and work towards resolutions.
  • Maintain confidentiality when handling patient information.
  • Report identified issues to appropriate leadership and participate in resolutions as necessary.
  • Send timely notifications via email regarding patient conditions or relevant information to departments.
  • Organize and manage email communications efficiently.
  • Keep accurate alerts and notes in the scheduling system following established protocols.

Contributing to Departmental Effectiveness:

  • Complete additional job-related tasks and projects as assigned.
  • Monitor office supply needs and notify the appropriate personnel for ordering.
  • Ensure timely and organized receipt and storage of ordered supplies.
  • Remain open to learning new tasks within the department and assist as needed.
  • Support colleagues in enforcing policies and procedures to mitigate financial loss.

Organizational Responsibilities:

  • Participate in department meetings and be accountable for shared information.
  • Complete mandatory education and training within established timeframes.
  • Maintain required licenses and certifications in good standing throughout the fiscal year.
  • Adhere to safety protocols and utilize protective equipment as necessary.
  • Comply with regulatory agency requirements and organizational policies.
  • Be available for overtime and additional shifts as required.

Commitment to Organizational Values:

  • Embrace innovation across all areas.
  • Develop human talent.
  • Focus on performance improvement.
  • Foster accountability.
  • Utilize information for advancement.
  • Communicate effectively and continuously.

Education and Experience Requirements:

Successful candidates typically possess a High School Diploma or equivalent, along with 1 to 2 years of relevant experience. Familiarity with medical terminology is preferred.

Knowledge and Skills:

  • Completion of high school or commercial training with coursework in typing and English.
  • Ability to type at least 40 words per minute and file accurately.
  • Proficient in reading, writing legibly, and understanding detailed instructions.
  • Previous experience in medical scheduling is desirable.

Working Conditions:

  • Frequent exposure to noise and distractions.
  • Minimal exposure to environmental hazards.

Physical Demands:

  • Prolonged periods of sitting while using a computer.


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