Greets families according to Nemours Standards of Behavior and AIDET. Check-in/out patients for scheduled appointments, collects accurate demographic/insurance information and documents in the system, verify insurance eligibility, review copay and account balances, collect funds as needed, schedule appointments, make outbound scheduling/appointment and confirmation calls, complete administrative work as assigned
Essential Functions:
Greets families according to Nemours Standards of Behavior and AIDET
Accurately load/update patient demographics adhering to system warnings
Accurately schedules patients and creates/completes referral shells according to Scheduling Reliable Method
Submit electronic referral requests at time of scheduling
Obtain/understand insurance information provided by callers and accurately load insurance into EPIC
Understand how to read electronic response history to enter/update insurance changes in EPIC, i.e. co pays, capitation agreements, PPO plan vs. HMO plan, coverage effective dates etc.
Make outbound calls to families to provide accurate insurance eligibility information for service requested and collect any prepayment/deposit fees for scheduled visits for requested service, i.e. collect OON/NONPAR deposits required prior to DOS
Informs patients about current initiatives, i.e. online scheduling, evening clinics and telehealth appointments
Reviews essential patient appointment information, i.e. location of appointment, Nemours APP (telehealth), bring all meds to appt., prep information, etc.
Process requests for prescription refills
Documents DAR notes were applicable
Confirms referral requirements with caller
Participate in daily huddles.
Manages the CCR template exceptions work which includes cancelling, rescheduling and blocking provider templates as requested via the CCR ticket process.
Manages the internal and external referral work queues.
Manages the PCP ticket requests to verify and update PCP information for EPIC.
Processes and completed incoming e-Referral external physicians requests for appointment scheduling.
Processes incoming staff messages by supporting the Nemours APP website and the Access Center team.
Works according to the Standard Reliable Method
Offers process improvements opportunities via the daily huddle
Completes mandatory in-service training yearly which includes but not limited to safety, infection control, HIPAA, corporate compliance, and bioterrorism
Assist with making discharge follow up calls
Knowledge and adherence to all Joint Commission Guidelines