VNA Health Care - Aurora, Illinois

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Bilingual Patient Scheduling Respresentative
Job Code:07212017-148
FT/PT Status:Regular Full Time

Employee performs accurate registration and telephone scheduling, clerical and record keeping duties to assist in the creation of high functioning, patient-focused clinic operation. While employee will be cross-trained to operate in a clinic setting, on most days, employee will perform duties in a call center setting.

Primary Functions:
1. Utilizing the AIDET communications framework, consistently uses a professional, courteous approach to facilitate communication with patients, Providers and third party intermediaries.
2. Conducts client registration interview. Collects or confirms all necessary demographic, insurance, health, and financial information from customers at registration accurately entering it into the ESS.
3. Schedules appointment s and records reason for visit on the patient notes in the scheduling software system.
4. Informs patients of any preparation or special requirements for their appointments
5. Provides travel directions to patients when necessary.
6. Accurately identifies patient in MPI
7. Verifies coverage and benefits thru on-line process for each appointment.
8. Identifies clinical and financial criteria that require involvement of case management team or Benefits Specialist.
9. Resolves clinical scheduling conflicts to accommodate the needs of all involved parties
10. Confirms patient’s payment sources utilizing on line systems; accurately interprets financial cues; provides patient with payment plan information or consults with a Team Lead, Universal Benefits Specialist or Coordinator as needed.
11. Responsible for explaining Health Center fee schedule to all clients and collection of fees based upon client income.
12. Identifies deductibles, co-payments and outstanding balances according to policy communicating the amounts due to the patient and the payment expectations.
13. Maintains annual goals for registration accuracy, call release status, call handle time and average department call answer time.
14. Understands and follows Health Center infection control policies.
15. Translates or obtains language line assistance for clients and staff as requested.
16. Responsible for other duties as assigned by AVP or Coordinators
17. Initiates communication with supervisor to ensure an efficient use of available work time.
18. Acquires a general knowledge of the workload and specialized knowledge of other job duties in the Health Center Revenue cycle through cross-training.
19. Familiarizes and complies with all VNA policies and procedures.
20. Meets standards of behavior expectations.
21. Follows established guidelines for use and/or disclosure of protected health information. Employees should report any breaches of the Health Insurance Portability and Accountability Act (HIPAA) rules to the Privacy Officer (AVP of Quality, Education & Risk Management) immediately. Failure to comply with HIPAA policies and procedures will result in disciplinary action, up to and including termination of employment.
22. Other duties as assigned.

1. Education as developed through the attainment of AS degree or equivalent work experience in a medical office or Hospital in a similar role.
2. Minimum of one year experience in medical office preferred.
3. Bilingual in Spanish/English as follows: Speaking – Required. Reading - Preferred. Written – Preferred.
4. Ability to alphabetize and add/subtract/multiply and divide as necessary.
5. Health policies and requirements met. (see Personnel Policies)

Essential Functions/Physical Requirements:
1. Ability to effectively communicate verbally and in writing.
2. Manual dexterity sufficient to perform primary keyboarding, scanning and filing functions. 40 WPM preferred
3. Tactile, visual and olfactory senses intact.
4. Ability to deal with high levels of stress.

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