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Patient Visit Specialist-Oncology

IHA
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POSITION DESCRIPTION:
The Patient Visit Specialist provides a high level of support and customer service for all patients and guests of the Cancer Center. Proactively coordinates the visit registration using all relevant systems and supports the patient visit through personalized attention to contact, check-in, check-out, and/or follow-up and other guidance to ensure the patient has a positive experience with the process. Assures that patients who are unfamiliar with cancer center are personally guided to their destination and provided a "warm hand-off" to the staff. Works directly with the providers to assure proper coordination of care for each patient. Acts as a point of contact person for providers and staff with any patient scheduling questions or concerns.
 
ESSENTIAL JOB FUNCTIONS:
The following job functions may not be the responsibility of all Patient Visit Specialists. Some Patient Visit Specialists will be assigned work that has more focused responsibilities.
  1. Performs insurance verification and secures authorization required for any services provided in the cancer center. Interviews patients and gathers information to assure accurate and timely registration and insurance verification, collecting complete and accurate financial and consent data during intake and registration process.
  2. Utilizes multiple system applications simultaneously to complete the scheduling, order management, pre-registration and insurance verification processes.
  3. Verifies insurance coverage using Real Time Eligibility system tool for all scheduled services to facilitate accurate assignment of financial responsibility and claims submission. 
  4. Ensures that visit check-in is carried out efficiently to eliminate wait time when patients arrive onsite through evaluation of upcoming day schedules and contacting patients as necessary.
  5. Provides optimal level of customer service and professionally resolves customer issues. Assists guests with any special requests and provides information on patient itinerary for the day and any future appointments.
  6. Determines appropriate payment required at point of registration.
  7. Responds to patient questions concerning their scheduled services, registration, insurance eligibility and payment requirements as related to their scheduled services.
  8. Demonstrates accountability to follow-up with patients concerning requests for information or action regarding their appointment and/or account.
  9. Interprets information collected to determine and create comprehensive patient and visit-specific registration and billing records.
  10. Provides information to patients concerning hospital policies and regulatory requirements utilizing effective interpersonal and guest-relations skills.
  11. Reviews, analyzes and corrects report entries to ensure accurate scheduling and registration, and makes sure insurance and billing requirements are met prior to services being rendered.
  12. Schedules Research patients on Research protocol and ensures patient is seen within the research protocol.
  13. With full understanding of timing and sequencing needed for each, has responsibility for scheduling and coordination of:
  • Office and infusion appointments;
  • Chemotherapy teaching;
  • Port placement with Interventional Radiology (IR);
  • Baseline ECHOs with Michigan Heart before, during and after treatment;
  • All Radiology testing and IR testing (CTs, MRIs, PET scans, paracentesis, thoracentesis, CT guided biopsies);
  • Bone marrow biopsies with Special Hematology and Infusion Center; and
  • Chemo and direct admits with Providers.
  1. Responds to problems and questions from the hospital and various departments.
  2. Identifies opportunities to improve the quality of scheduling, registration and/or verification processes.
  3. Monitors, organizes and keeps work area and waiting room neat.
  4. Performs other duties as assigned.
 
ORGANIZATIONAL EXPECTATIONS:
  1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
  2. Must be able to work effectively as a member of the Reception team.
  3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
  4. Maintains knowledge of and complies with IHA standards, policies and procedures.
  5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems
  6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
  7. Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
  8. Uses resources efficiently.
  9. If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.
 
MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
 
ESSENTIAL QUALIFICATIONS:
EDUCATION:  High School Diploma or GED. Course work in insurance/billing, medical practice education or seminars are all preferred.
CREDENTIALS/LICENSURE:  None
MINIMUM EXPERIENCE:  Two years of experience in a medical or physician office or comparable healthcare environment.
 
POSITION REQUIREMENTS (ABILITIES & SKILLS):
  1. Service-oriented; responsive to customer needs and courteous in approach.
  2. Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, Microsoft Word /Excel/Outlook, intranet and computer navigation.  Proficiency in one or more of the following systems, with the ability to become proficient in all: Aria, RTLS (Real-Time Location System), WebDennis, WebXchange, and CMS.
  3. Demonstrates understanding of prevailing regulatory and 3rd party requirements (MSP, authorization requirements, medical necessity screening, etc.); sufficient knowledge of medical billing and medical terminology to perform responsibilities.
  4. Excellent written (legible), verbal and face-to-face communication skills, including proper phone etiquette.
  5. Proficient/knowledgeable in patient care procedures and organizational policies related to position responsibilities.
  6. Ability to compute mathematical calculations.
  7. Knowledge of medical terminology to perform position responsibilities.
  8. Ability to work collaboratively in a team-oriented environment; displays professional and friendly demeanor.
  9. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, Providers, patients, family members, vendors, outside customers and couriers.
  10. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
  11. Good organizational and time management skills to effectively juggle multiple priorities and time constraints.
  12. Ability to exercise sound judgement and problem-solving skills.
  13. Ability to handle patient and organizational information in a confidential manner.
  14. Successful completion of IHA competency-based program within introductory and training period. 
  15. Demonstrates team-player abilities and seamless service to patients.
  16. Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps to identify problems, offer solutions and participate in their resolution.
  17. Maintains the confidentiality of information acquired pertaining to patient, physicians, associates, and visitors to IHA and St. Joseph Mercy Health System. Discusses patient and hospital information only among appropriate personnel in appropriately private places.
  18. Behaves in accordance with the Mission, Vision and Values of IHA and SJMHS.
  19. Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
 
MINIMUM PHYSICAL EXPECTATIONS:
  1. Physical activity that often requires keyboarding, filing and phone work.
  2. Physical activity that often requires extensive time working on a computer.
  3. Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       
  4. Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
  5. Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 
  6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
 
MINIMUM ENVIRONMENTAL EXPECTATIONS:
This job operates in a typical hospital environment with some exposure to contagious diseases/viruses. It requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.