The Clinic Assistant positively represents Jacksonville Memorial Hospital to all our customers. This person works as part of a team to ensure our patients and providers have what’s needed including correct order/script for service, and proper patient identification. They complete the front office duties which include answering the telephone and triaging calls and messages, accurately scheduling and registering patients, collecting correct patient data, verifying patient insurance, ordering supplies, and running errands. They are responsible for billing, collecting, and submitting charges. They verify that the diagnosis provided, and the testing ordered meet the Medicare’s Local Coverage (LCD) and National Coverage Decision (NCD), obtain insurance prior authorization, and ensure data collection meets requirements prior to service. Coordinates the financial and clerical duties, such as medical record preparation, to meet the needs of our patients and hospital.
Qualifications
Education:
- High School Diploma or GED required
Experience:
- Medical terminology, 3-month direct experience in customer service preferred, previous medical scheduling experience highly desired
Other Knowledge/Skills/Abilities:
- Strong written and verbal communication Skills
- Outstanding customer service skills
- Basic understanding of ICD-10 diagnosis codes and CPT-4 coding
- Aptitude for detail and accuracy a must
- Awareness and understanding that they will experience the common working conditions, which include, but not limited to, being exposed to stressful situations due to the highly critical nature of this position, contact with patients under a wide variety of circumstances, subject to many interruptions, subject to irregular hours/locations, etc.
- Flexible and ready to handle change while maintaining and exceeding the standard customer service.
- Able to multitask and prioritize requested.
Responsibilities
- Professionally and courteously, interact with the general public, physicians and hospital personnel.
- Receive Physician orders for patient testing and ensures orders comply with Medicare’s Local Coverage (LCD) and National Coverage Decision’s (NCD).
- Obtain patient clinical and demographic data to appropriately provide the medical service identified by the practitioner and to provide the service at the time that best meets the patient schedule.
- Keeps unit stocked in necessary supplies and keeps work area neat and organized.
- Plays a vital role in representing JMH in a positive, compassionate manner with professional communication, mannerism, and appearance.
- Assist patients/visitors throughout the enterprise, providing telephone support, one-on-one assistance and way finding.
- Maintains a cooperative and productive working relationship with all co-workers, physicians, management, and external customers to coordinate for optimum patient flow and throughput.
- Actively supports patient/family centered care by actions and attitude that demonstrates service excellence.
- Identifies customer service concerns and resolves and/or initiates service recovery.
- Accountable for coordinating patient scheduled services, insurance authorization, benefits verifications and to ensure accurate demographic/financial data is properly obtained, entered, and documented into required system(s). Initiates the Patient Revenue Cycle by proper identification, verification and entry of insurance and authorization information.
- Notifies and explains financial obligation to the patient/guarantor in a compassionate manner.
- Provides resources for financial assistance.
- Stays abreast of insurance and billing codes updates.
- Issues and explains insurance waivers, as necessary.
- Demonstrate a good understanding of the elements involved with the various procedures/exams and provide appropriate instructions to patients for specific testing ordered.
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