Surgery Scheduling Technical Assistant and Clinic Assistant

This position is a Surgery Scheduler role based at Regions and is not a clinic-based position. The role aligns with Clinic Assistant responsibilities, including scheduling post-operative appointments, verifying insurance coverage, checking patients in and out, and collecting payments.

REQUIRED:

Surgery Scheduling Technical Assistant Required Qualifications:

• High School Diploma or GED

• Meets one of the following:

• Two years post secondary education which includes course work in business operations, healthcare or customer service

• Graduate of a technical, business or community college as a medical receptionist/secretary, medical office assistant or similar training program

• Three years experience as a medical receptionist, healthcare billing or coding representative, healthcare customer service position or similar experience

• Two years customer service, medical or business office experience

• Two years computer experience, which includes demonstrated knowledge of online insurance eligibility systems, Microsoft Word, Microsoft Excel or similar programs

• One year demonstrated healthcare electronic registration system and insurance skills

• Demonstrated knowledge of insurance terminology

• Demonstrated knowledge of insurance products, including Preferred Provider Organization, Managed Care, Medicaid, Medicare, Third Party Payors, Work Comp, etc.

• Familiarity with medical coding systems (ICD 9 & CPT)

• Demonstrated telephone, written and oral communication skills

• Demonstrated strength in managing complex customer relations

• Demonstrated independent problem solving skills

• Demonstrated skill utilizing computerized medical records

• Demonstrated skill in organizing and prioritizing work with multiple interruptions

• Demonstrated ability to handle confidential information with discretion

• Demonstrated ability to be accurate and attentive to detail

Clinic Assistant Required Qualifications:

• High School diploma or GED

• Meets one of the following:

• Graduate of a formal training program in medical reception, an equivalent program, or a customer service program

• Two years experience as a medical receptionist

• Two years experience in a customer service position

• One year experience using data look-up and data entry functions on a mainframe or PC based computer system

• One year customer service experience either via telephone or in-person within the last five years

• Demonstrated ability to organize work under pressure

• Demonstrated ability to function with multiple priorities and interruptions

• Excellent oral communication skills

• Excellent written communication skills

PREFERRED:

• Two years HealthPartners experience to include any of the following:

• EPIC registration

• Working in a surgical clinic setting

• Billing department

• Working knowledge of insurance to include coordination of benefits, referral requirements, prior authorization process and billing processes and protocols

PHYSICAL REQUIREMENTS:

Ability to sit and use a telephone and computer for prolonged periods of time. Oral and written communication with customers requires adequate speech, vision and hearing. Proficiency in English, adequate handwriting and manual dexterity skills are required. Ability to bend, stoop, reach or twist. Ability to sit or stand for prolonged periods of time. Proficiency in other languages may be required. Use of a telephone and computer terminal also requires adequate hand writing and manual dexterity skills.

POSITION PURPOSE:

Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. This position is responsible for accurate, efficient, and timely surgery scheduling for the HPMG and contracted surgeons. This may include multiple specialties and locations. Keeping the patient, provider and other key individuals and departments informed during the process is a customer service priority. This position ensures the pre surgical financial/insurance requirements are completed for appropriate revenue collection. Requires coordination of all pieces in the surgery scheduling process to ensure a positive and successful outcome. This position is a vital point of contact for a patient entering the HPMG Clinics. This position facilitates the process of scheduling appointments and has responsibility for accurate collection of current financial and demographic information. This position directly impacts revenue collection for the medical group.

ACCOUNTABILITIES:

Surgery Scheduling Technical Assistant Accountabilities:

1. Interviews patient in person or over the phone

   1. Updates demographic and insurance coverage on EPIC Prelude

b. Discusses OR scheduling options

1. Works closely with all parties involved with the surgeons' availability for operating room times.

   1. Communicates with appropriate staff regarding surgeons' time off.

   2. Maintains an online calendar of surgeons' time off

2. Contacts multiple facilities to schedules surgeries (OR) for assigned surgeons providing:

   1. Patient demographic information

   2. Diagnosis

   3. Type of procedure

   4. Type of surgery

   5. Length of case

   6. Anesthesia preference

   7. Equipment requirements

3. Contacts appropriate departments to schedule preoperative appointments.

   1. Ancillary testing

   2. History & Physical

   3. Specialty care

4. Distributes relevant brochures, pamphlets, forms, etc. to patient.

   1. Explains logistics of surgery process, time, preparation, etc. as needed

   2. Refers patients to appropriate staff to address medical questions

5. Consistently documents and retains accurate records via online system or paper format.

6. Follows up daily on cancelled or rescheduled surgeries and appointments keeping all parties

informed.

1. Troubleshoots errors and miscommunication with physicians, lead clinic staff and administrative

staff, involving department supervisor for support to resolve.

1. Performs insurance verification via computer and/or telephone as needed.

   1. Validates continued Medicaid eligibility prior to surgery

2. Obtains referral and/or authorization requirements per insurance guidelines.

   1. Fax form, dictation, prior auth letter, etc. to appropriate location

   2. Track status of request

   3. Document approval or denial on EPIC Account Note

3. Notifies and collaborates with appropriate financial staff on all self pay patients.

4. Verifies via online system or phone that patients have completed their History & Physical

appointment.

1. Utilizes and updates online and paper reference tools pertinent to job.

2. Facilitates timely and accurate flow of communication

   1. Answers telephone within established service standards and responds appropriately.

   2. Takes and relays messages requiring follow up.

   3. Notifies appropriate individuals to assist in resolving complex surgery scheduling issues.

3. Accurately utilizes the Automated Call Distribution phone system.

4. Participates in various educational, staff and training meetings.

17. Uses creative and innovative thinking skills to solve service related problems.

18. Performs related duties as assigned.

Clinic Assistant Accountabilities:

1. Customer Service

Care for each person as he/she would like to be cared for by:

• Putting the patient first at every opportunity

• Listening to understand each patient

• Showing concern for each patient

• Acting individually and with others to meet each patient's needs

1. Check-in and Co-pay Administration

a. Check in patients in an accurate and professional manner

b. Identify and accurately collect co-pays or appropriate fees

1. Use computer-based system to verify patient information

2. Understand and communicate benefit changes to members, or refer to appropriate resource

3. Communicate wait times in a diplomatic manner

4. Direct patients to the appropriate care area

5. Prepare reconciliation report

6. Provide patients with appropriate forms, questionnaires, etc.

1. Computerized Appointment Scheduling for appointments

2. Schedule appointments in an accurate and timely manner according to Advanced Access principles

3. Maintain knowledge of appointment scheduling practices

4. Maintain knowledge of appointment scheduling policies and procedures

1. Registration and Verification

a. Complete the registration process, including reviewing the registration information for completeness and accuracy and obtain further information, if necessary

b. Verify insurance eligibility, if necessary

c. Register patients in an accurate, efficient, and timely manner

d. Identify appropriate account type, e.g., Workers compensation, Motor Vehicle Accidents, etc.

1. Specialty Appointment Coordination

• Provide patient with information required to schedule specialty appointments

1. Facilitate timely and accurate flow of communication within the clinic

2. Answer telephone and respond appropriately to the caller

3. Take and relay messages requiring follow-up to appropriate individuals

4. Prepare records and materials for new patient appointments

5. Assist with the clerical duties of the clinic, e.g., faxing information, making copies, etc.

1. Maintain open communication with Appointment Center to ensure patient and provider needs are met

2. Coordinate schedule templates

3. Coordinate emergency schedule changes

4. Coordinate schedule holds consistent with Advanced Access principles

5. Coordinate schedules regarding provider vacation, rounding, and other out of clinic changes

1. General Accountabilities

• Perform other duties as assigned