Central Service Unit Coord at Wentworth-Douglass Hospital(WDH) in Dover, New Hampshire

Job Description:

At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health, we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.

The Central Service Unit (CSU) Coordinator performs scheduling and registration functions for Wentworth Douglass Health Systems (WDHS). The individual specializes in providing exceptional customer service, creating new patient medical records, verifying insurance eligibility, collecting demographic information and offering applicable documents. The CSU Coordinator is able to hold in-depth financial conversations with patients in order to provide cost transparency and improve financial success of the organization. The CSU Coordinator is typically the first point of contact for patients entering WDHS and is responsible for managing both in and outbound calls as well as scheduling and registering patients for services utilizing enterprise-wide computer-based systems.
The CSU Coordinator will represent them self as an extension of the WHP practices by effectively communicating and collaborating with both internal and external customers in a team environment to ensure effective and accurate patient scheduling, registration, billing and ultimately the overall financial success of the organization. In addition, they will maintain a focus on customer service and patient confidentiality as well as Key Performance Indicators (KPI) to align with WDHS and Partners Revenue Cycle Patient Access Standards.

1. Adheres to role-specific expectations.
a. Responsible for scheduling all outpatient appointments, enters all patient demographic information in the electronic health record prior to scheduling the appointment.
b. Responsible for pre-registration of patients, patient interviews, and updating the hospital computer system with accurate information. Interviews patients by phone to obtain all required information for hospital records and billing system. Pre-registers all scheduled patients according to department policies and expectations. Obtain, enter and verify medical insurance coverage utilizing eligibly tools.
c. Consistently achieve an average 98% accuracy rate of registration for all scheduled services in accordance with Health Financial Management Association (HFMA) KPI standards.
d. Able to multitask to ensure efficiency without compromising a high-level accuracy and professionalism.
e. Attend and participate in departmental meetings.
f. Demonstrate a willingness to adapt in a variety of settings and perform other tasks as assigned.
g. Utilizes excellent critical thinking skills.
h. Proficient in data entry with multiple software application usage.
i. Resourceful out-of-the box thinker, ensuring timely resolution of patient needs.
j. Seeks constructive feedback regarding his or her own performance and makes necessary changes based on feedback provided.

2. Completes daily functions and responsibilities related to Revenue Cycle.
. Obtain accurate insurance and guarantor information into the electronic health system for all payers including third party and self-pay, initiate and verify insurance eligibility for appropriate visit type.
a. Perform insurance precertification, determine medical necessity and obtain referrals and/or authorizations as necessary.
b. Collect and process payments for appointments in advance.
c. Adhere to all scheduling, registration and financial clearance guidelines specific to both Revenue Cycle and provider expectations.
d. Collect and verify patient demographic information.
e. Monitor and reconcile work queues daily to address and resolve deficiencies specific to Revenue Cycle Operations.
f. Collects prior balances and copays via phone.
g. Utilizes the Price Estimate hotline and assists with price estimates as requested.
h. Coordinate interpreter services for patients as needed utilizing the online interpreter request form.
i. Initiates Care Van coordination for patients as needed.
j. Provide coverage across Revenue Cycle Operations as needed.
k. Maintains work area in a professional and organized manner.
l. Ability to multi-task, have attention to detail and strong organization skills.
m. Provides appropriate forms to patients as needed

3. Responsible for providing quality care to all internal and external customers in alignment with WDHS mission and vision and Press Ganey quality control metrics.
. Work in collaboration with both internal and external patient service areas to ensure overall quality of care.
a. Serve as comprehensive resource for patients to deliver exceptional patient experience.
b. Demonstrate a commitment to success in Patient Financial Communications as outlined by HFMAs Best Practices in order to reduce administrative costs, improve financial results for the organization, and enhance patient satisfaction and loyalty by allowing them to make more informed decisions regarding their health care.
c. Communicate clearly and appropriately with patients while demonstrating respect, courtesy, and sensitivity. Complies with hospital and department Standards of Excellence with a focus on patient satisfaction.
d. Interacts with patients, families, staff, and a variety of interdisciplinary personnel and possesses strong interpersonal and communication skills.
e. Committed to providing patient-centered care and outstanding service, delivered with respect and compassion.
f. Navigates our patients through the network while answering a variety of customer service inquiries.

4. Fosters team work and collaboration to instill a supportive environment,
. Requires minimal direct supervision and functions well within the team and fosters the team initiatives.
a. Utilize internal & external resources to resolve issues.
b. Participate in training, orienting and mentoring new employees as requested.
c. Attend scheduled staff meetings, in-service education opportunities and participates in continuing education programs.
d. Formulate and maintains effective working relationships with employees and other managers of the health care team.
e. Use effective communication and problem solving skills to manage challenging situations.
f. Represent the organizations mission and vision by demonstrating its core values: Respect, Integrity, Teamwork, Caring, and Excellence.
g. Refer medical questions to appropriate sources.
h. Work independently or as part of a team in a fast-paced, dynamic environment.

5. Competent in the use of department equipment, software and troubleshooting.
. Troubleshoot equipment (i.e. printers, faxes, credit card terminals, etc.).
a. Maintain equipment to ensure continued functionality. Performs routine cleaning and preventative maintenance to ensure continuing function of office equipment.
b. Notifies appropriate staff member of needed supplies.
c. Perform other duties as assigned.
d. Utilize resources and leadership to resolve issues/concerns as needed.
e. Performs other functions as needed, including various modes of communication and responding to patient, physician office, and insurance companies or their designated authorization clearance enterprises.
f. Follows HIPAA guidelines while maintaining confidentiality of all protected health information.

EXPERIENCE MINIMUM REQUIRED
Two years strong customer service required.
Excellent interpersonal and organizational skills.
Typing, word processing and computer skills.

EXPERIENCE PREFERRED/DESIRED
Previous experience in the healthcare insurance field, preferably in a hospital setting.
Experience with financial counseling, reimbursement and collections in a healthcare setting.
Medical Terminology

EDUCATION MINIMUM REQUIRED
High School Diploma or equivalent.

EDUCATION PREFERRED/DESIRED
Associate Degree in a financial / medical / business field of study
Successful completion of a Medical terminology course.

Equal Opportunity