Employment Type:

　　Full time

　　Shift:

　　Description:

　　The primary function of the Endoscopy Coordinator is to greet, register, and schedule outpatients to the Endoscopy Unit at Mercy Fitzgerald Hospital, while also providing secretarial and receptionist support to the Endoscopy Unit team. The coordinator will register patients in a courteous and professional manner, verify insurance benefits and check for the necessity of pre-certification, authorization, and referral. Perform medical necessity checks where needed. Secure patient signatures for required hospital forms and collection of patient’s financial responsibility when required. The position is also responsible for providing professional, quality customer service, timely resolution to customer problems, and coordination of services to all customers. The position functions to communicate revenue cycle related issues to patients, physicians, physician office staff and Perioperative leaders.

　　Education equivalent to the completion of high school; Associate's Degree preferred

　　Skills

　　• Medical Terminology required

　　• Read and write the English language following the rules of grammar and spelling

　　• Work in a fast-paced environment, multi-task and prioritize work appropriately to meet deadlines

　　• Work independently, and be self-directed

　　• Demonstrate problem solving skills

　　• Use MS Office applications and navigate the Internet

　　• Meet the THMA Standards of Behavior

　　• Adapt to changes in the work environment

　　• Meet shift expectations

　　• Handle challenging customers, physician office personnel, and internal staff

　　• Work under stressful situations; work independently, be self-directed

　　• Relate effectively with individuals that have widely diversified backgrounds

　　• Rotate into different departments for patient access

　　• Learn and use computer applications for:

　　• MA eligibility

　　• Navinet-BC/Keystone eligibility and benefits

　　• Internet insurance eligibility/referrals/authorizations

　　• Medicare Medical Necessity Checker

　　• Registration Accuracy System

　　• On-line Co-Payment System

　　Experience

　　High School diploma required, Associate's degree preferred 3 years Customer Service experience in a healthcare environment preferred.

　　• Previous experience using a computerized medical registration system preferred

　　• Previous medical terminology and insurance knowledge preferred

　　• Previous experience with insurance eligibility systems including Medicaid, Medicare, and other commercial and private payor eligibility systems preferred

　　Registration/Data Collection

　　• Works with internal and external customers to efficiently and accurately enter patients into the hospital system, in accordance with departmental policies and procedures.

　　• Greets patients and pre-registers/registers patients promptly, professionally, and efficiently, in accordance with departmental policies and procedures.

　　• Follows the National Patient Safety Goals in regard to patient identification.

　　• Requests photo identification and copies of insurance card(s). Indicates in system when photo identification or insurance card(s) are unavailable.

　　• Follows red-flag identity protocols and report as required.

　　• Avoids use of medical jargon when speaking to patients and families.

　　• Collects and verifies all comprehensive personal, financial and medical information in an effective and courteous manner for the registration process.

　　• Reviews and updates the patient’s account to ensure it has accurate and current information to process claims and obtain payment.

　　• Communicates to the patient the patient’s financial responsibilities. Requests co-pay or deductible when applicable and provides receipt to patient.

　　• Explains forms and secures all patient signatures for required documents.

　　• Asks and answers question regarding Advance Directives.

　　• Ensures that all paperwork is sent to the appropriate departments.

　　• Provides assistance to patient/family in getting to clinical area.

　　• Answers phone utilizing proper Departmental Scripting.

　　• Speaks to patients/family members using age/culturally appropriate techniques.

　　• Recognizes potential changes related to aging and/or stress, i.e. diminished vision/hearing, decreased stamina, confusion, and intervenes appropriately.

　　• Notifies supervisor if children are alone in waiting areas.

　　• Contacts physicians or ancillary departments to resolve questions.

　　• Runs sanction checks on all ordering physicians not currently in doctor master, if necessary

　　• Performs all other duties related to patient registration as required to ensure a positive patient experience in accordance with departmental policies and procedures.

　　Insurance

　　• Verifies and obtains insurance benefits and required referrals and pre-certifications for patients that have not been pre-registered before the patient is treated, immediately after the patient arrives, or, if necessary, within one business day of the patient’s treatment

　　• Follows departmental policies and procedures for completing the patient’s record, including copying insurance cards (or indicating in system when insurance card is unavailable), entering authorization/pre-certification/referral numbers, and other information as necessary

　　• Verifies insurance coverage through automated eligibility system. Uses insurance verification systems to verify eligibility and upfront collection amounts.

　　• Communicates and explains insurance benefits and coverage information to patients.

　　• Reviews patient accounts for financial status to identify non-funded patients and ensure referral to and appointment with a Financial Counselor. Notifies the Financial Counselor of all referrals.

　　• Collects monies for self-payment rates and documents system appropriately.

　　• Utilizes appropriate systems including Patient Accounting to research the patient’s account history.

　　• Contacts the patient’s insurance carrier to obtain benefits within 24 hours of the service date and determine if pre-certification or referral from Primary Care Physician is required.

　　• Refers inpatient accounts to Care Coordination for clinical justification for pre certification as necessary.

　　• Completion of IMM paperwork per CMS guidelines

　　• Maintains contact with physician practice offices to process insurance eligibility and pre-certifications

　　Outpatient Registration

　　• Monitors insurance coverage to ensure patients are capitated to hospital.

　　• Ensures the patient has the required forms for Ancillary Services being rendered.

　　• If needed, directs patients to proper area for test.

　　• Ensures that patient has a signed and completed script for all services, with an ICD code (as needed).

　　• Performs medical necessity checks and follows up as necessary

　　• Verifies that a secured authorization and referral are on file if necessary

　　Customer Service and Problem Solving

　　• Meets the needs of the patient, physician, physician office, and internal colleagues by maintaining good public relation skills:

　　Utilizes the AIDET model during every patient encounter (Acknowledge, Introduce, Duration, Explanation, Thank You)

　　Strives to please the patient, physician, physician office, and internal colleagues at all times.

　　Always greets the customer with a smile and addresses customer by name in a courteous, respectful and professional manner.

　　Attempts to understand customer questions and concerns. If unsure of answer, seeks information from appropriate person in order to assist customer.

　　• Files all documents as needed.

　　• Identifies and solves client problems.

　　• Receives problem/question calls from clients, determines action needed, and monitors the problem to complete resolution.

　　• Addresses critical problems, otherwise communicates unresolved problems to the appropriate individuals as soon as possible.

　　Navigator Duties

　　Endoscopy Unit Greeter & Registration:

　　• Properly and accurately registers patients utilizing legal name and date of birth and immediately issues patient identification bracelet at the end of the registration process.

　　• Completes registration process as required.

　　• Properly selects patients from the pre-registration status to complete the full registration.

　　• Registers patients using correct location. • Answers the telephone utilizing Departmental Scripting.

　　• Greets patient and logs patients into EMR.

　　• Ensures that the Endoscopy Unit Greeters desk is clean and neat and contains no protected health information that is accessible or visible to others

　　Scheduler Responsibilities

　　• Monitors the Epic GI - Regional depot and schedules patients into designated procedures rooms accordingly.

　　• Coordinates with the Mercy Gastroenterology Practice to facilitate procedure scheduling, cancelations, and any changes to daily schedule.

　　• Arranges for specialty equipment and/or vendor as designated when scheduling.

　　• Pre-Procedure telephone calls to scheduled outpatients to confirm appointment

　　• Escalates late case cancelations to Endo Charge nurse or Perioperative Leader

　　Clerical Duties

　　Is responsible for the following clerical duties:

　　• Utilizes the EMR to enhance communication (i.e.; Epic).

　　• Communicates transfer of patient.

　　• Answers the phone in a professional manner, stating full name and unit. Takes and delivers messages accurately and in a timely fashion.

　　• Devotes appropriate time and effort towards the development of new staff members.

　　• Exhibits flexibility as needed in daily work and activity

　　• Follows up on unfinished tasks or difficult problems and demonstrates ability to develop positive and resourceful solutions to share with co-workers

　　• Demonstrates wiliness in assisting co-workers effectively and in a positive manner.

　　Our Commitment to Diversity and Inclusion

　　Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

　　Our Commitment to Diversity and Inclusion

　　Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

　　Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

　　EOE including disability/veteran