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Lead Patient Services Coordinator
2 months ago
Job Overview:
This role is pivotal in managing billing processes, follow-ups, and resolving issues that hinder the payment of patient accounts, adhering to Intermountain Healthcare's policies and procedures.
Key Responsibilities:
- Serve as a team leader to organize daily workloads, ensuring timely and precise scheduling and registration tasks. Provide assistance in cash reconciliation functions (if applicable) and aid Patient Service Representatives (PSRs) in addressing complex issues.
- Coordinate scheduling with practitioners to guarantee adequate coverage for patient appointments and out-of-office calls. Facilitate the training of new employees and other educational initiatives. Conduct quality assurance evaluations on PSR Associates, document findings, and relay information to leadership. Assist in preparing essential reports for leadership decision-making.
- Collaborate with clinical staff to gather charge information for all patients. Accurately code procedures and diagnoses for billing purposes. Act as a resource for Practice Managers and Physicians regarding denials and coding inquiries. Ensure medical documentation aligns with physician charges to support billing to third-party payers. Resolve intricate patient billing inquiries and challenges.
- Welcome patients, manage phone calls, take messages, return calls, and provide necessary information while accurately documenting all communications in the electronic medical record (EMR).
- Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
- Register patients by confirming, entering, and updating all required demographic information in the registration system. Follow established procedures for patient identification.
- Collect copies of insurance cards, forms of identification, and signatures on all necessary documents. Verify information on relevant accounts to determine insurance coordination of benefits, pre-certification, and prior authorization. Complete the Medicare Secondary Payer (MSP) questionnaire when applicable. Verify insurance details to establish coordination of benefits and obtain necessary authorizations and referrals. Screen for non-covered services and waivers of liability (ABN) through automated screening at the time of service.
- Inform self-pay patients of their financial responsibilities and prepayment requirements. Prepare estimates for procedures, calculate advance payment obligations on previous or outstanding debts, and current balances. Refer potentially eligible patients to financial counseling and/or contract eligibility vendors. Escalate complex or non-compliant financial issues to the Clinic Manager or Revenue Service Center.
- Collect patient payments, issue accurate receipts, and post payments in the system. Reconcile receipts with cash collected and complete necessary balancing forms. Document patient account notes for all interactions and transactions.
- Maintain departmental and individual work queues and reports as required.
- Prepare medical records for patient appointments by compiling information from various sources, including authorizations and non-Epic documentation. Accurately scan medical records as needed for the Medical Group or specialty office.
- Promote the mission, vision, and values of Intermountain Healthcare, adhering to service behavior standards.
- Perform additional duties as assigned.
- High school diploma or equivalent is required.
- One (1) year of front office or revenue cycle experience in a healthcare organization is required.
- Ability to perform essential duties satisfactorily, with reasonable accommodations for individuals with disabilities.
- Regular attendance during scheduled business hours is required.
- Understanding of health insurance and medical costs.
- Excellent customer service skills, both in-person and via telephone.
- Strong communication and organizational skills.
- Proficient computer skills.
- A collaborative team player capable of managing multiple projects in a fast-paced environment.
- Foster a positive work environment that supports PSR associates, colleagues, and patient needs.
Ability to communicate effectively, both orally and in writing. Operate computers and office equipment requiring dexterity. Visual acuity to see and read computer monitors and documents. Ability to remain seated or standing for extended periods while performing work. May require lifting and transporting objects and office supplies, as well as bending, kneeling, and reaching.
