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Healthcare Customer Service Specialist

2 months ago

Cincinnati, Ohio, United States UC Health Full time


At UC Health, we take pride in assembling the most talented teams and healthcare professionals dedicated to our shared mission: to promote healing and alleviate suffering.

As the leading adult academic health system in the region, we are committed to innovation and delivering exceptional care not only to our local community but also to patients from around the globe.

By joining our team, you will have the opportunity to enhance your skills, advance your career, foster connections with colleagues and patients, and contribute to being a beacon of hope for our community.

UC Health is devoted to fostering an inclusive, equitable, and diverse workplace.


Job Overview
The healthcare customer service specialist will act as the primary contact for all patients. This role will engage with patients as they arrive, depart, or seek assistance within our facilities. The specialist will exemplify outstanding customer service while ensuring that each patient interaction is approached with compassion.

Qualifications
Minimum Required:
High School Diploma or GED.

Preferred:
Associate's Degree.

Minimum Required: 0 - 6 Months of relevant experience.
Preferred: 2 Years of relevant experience.

Responsibilities
1. Engage in communication appropriate for the patient population.
2. Possess knowledge of developmental milestones and tasks.
3. Provide clear instructions to patients and their families regarding treatment.
4. Involve family members or guardians in the assessment, initial treatment, and ongoing care of the patient.
5. Identify any physical limitations of the patient and implement interventions as necessary.
6. Recognize and respond appropriately to patients and families experiencing behavioral health issues.
7. Interpret population-related data and plan care accordingly.
8. Identify and respond to unique psychological needs or those associated with cultural or religious norms.
9. Perform treatments, administer medications, or operate equipment safely.
10. Recognize and respond to signs or symptoms of abuse or neglect.

Front Office Flow:
1. Greet patients warmly with eye contact and a smile as they enter and exit the clinic.
2. Address any questions patients may have.
3. Coordinate changes or adjustments to the day’s patient schedule.
4. Assist patients in finding their destinations.
5. Contact transportation services for patients when necessary.
6. Ensure all patients in the lobby are being attended to.
7. Answer phone calls and direct them to the appropriate departments.
8. Adhere to all HIPAA policies and guidelines.
9. Conduct end-of-day visit reconciliation.

Pre-Registration Process:
1. Initiate online verification and/or contact external groups to confirm patient benefits.
2. Ensure proper authorization is obtained for all scheduled and non-scheduled high-cost outpatient procedures.
3. Perform pre-authorizations and pre-certifications as needed.

Registration Process:
1. Collect data on all new patients and strive to obtain demographic information.
2. Verify that patient information is complete and accurate during registration.
3. Provide assistance with MyChart enrollment for patients.
4. Collect co-payments.
5. Follow standard consenting procedures.

Insurance Coordination:
1. Update insurance changes or add new insurance information in the appropriate registration fields.
2. Complete Medicare Secondary Payer questionnaires for eligible patients.
3. Ensure completeness for insurance billing and compliance.
4. Collect insurance information as indicated in the Pre-Registration Minimum Data Set.

Clinical Coordination:
1. Assist with referral and inquiry management.
2. Support pre-visit planning and preparation.
3. Aid in scheduling and medical record management.
4. Place reminder calls to patients as necessary.