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Healthcare Customer Service Specialist

2 months ago

Manchester, New Hampshire, United States Catholic Medical Center Full time
POSITION SUMMARY:

The individual in this role serves as a vital support representative, managing various clerical tasks. Responsibilities encompass all aspects of front desk operations, which include welcoming and registering patients, handling phone inquiries, scheduling appointments, entering patient charges and demographic data, retrieving and updating medical records, collecting payments, and performing general clerical duties as assigned in compliance with regulatory standards and organizational policies.

KEY RESPONSIBILITIES:

Under the direct supervision of the Practice Manager and adhering to established protocols, the incumbent will undertake the following essential functions:

1. Manage daily charge tickets for incoming patients and oversee the provider's daily schedule.

2. Welcome and register patients; inform medical staff of patient arrivals.

3. Confirm current address, insurance details, and emergency contacts.

4. Ensure patient signatures are obtained on registration forms and annual renewals.

5. Photocopy and input patient demographic information, insurance details, and other relevant data.

6. Address patient complaints promptly and effectively, escalating to the Office Coordinator or Practice Manager as necessary.

7. Handle incoming phone calls, either directly or via the switchboard, and take messages when appropriate.

8. Scan documents and follow guidelines for organizing them into patient charts.

9. Provide patients with access to online services and monitor responses via phone or email.

10. Document all interactions accurately in patient charts, following office protocols.

11. Utilize proper company procedures for referrals, scheduling appointments with specialists, and arranging hospital tests and lab work.

12. Assist with patient discharges from the office, collecting payments and processing charges at the time of service.

13. Maintain providers' schedules, ensuring efficient appointment management and confirming daily appointments.

14. Communicate professionally with colleagues, management, and patients.

15. Safeguard the confidentiality of employee, legal, client, budget, and all other sensitive company matters.

16. Aid in the development and implementation of systems to enhance the accuracy and efficiency of patient registration.

17. Support the orientation of new employees by sharing relevant information and training them to perform tasks accurately.

18. Open, sort, and distribute incoming mail to appropriate staff, scanning relevant information into the electronic medical record for review.

19. Retrieve and deliver paper records as requested by providers.

20. Scan and enter Protected Health Information (PHI) into the electronic medical record system.

21. Process requests for the release of medical information in accordance with regulatory requirements, ensuring compliance with federal and state laws.

22. Uphold the confidentiality of patient information, adhering to HIPAA guidelines and relevant state laws regarding information release. Maintain knowledge of standards set by regulatory bodies concerning medical documentation and HIPAA compliance.

Qualifications:

Education:
  • High school diploma or equivalent.
Experience:
  • Two to three years of experience in a healthcare setting performing similar clerical, billing, or insurance processing tasks.
Licensure/Certification:
  • None required.