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Patient Experience Rep - CHA - Heart&Vascular Institute Assoc

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1415 Physicians Drive
Wilmington, NC
Job ID: 19586
Date Posted: Apr 10, 2024

Job Description

Description

Why Novant Health?

  • Come join a remarkable team where quality care meets quality service, in every dimension, every time. Let Novant Health be the destination for your professional growth, as you take advantage of the opportunities to advance to other roles and responsibilities!
  • 8 Magnet Designated Hospitals
  • LeapFrog Grade “A” Ratings at Novant Health facilities
  • Novant Health is recognized as one of the Best Places to Work for Disability Inclusion, Forbes Best Employers for Women in 2020, Leaders in LGBTQ Healthcare Equality and 50 Best Places for Women and Managers of Diverse Backgrounds to Work.

 

About the Job

Location: NHRMC Heart Center

Department: Heart&Vascular Institute Assoc

Full Time Equivalent: FTE: 1.000000

Work Type: 64 to 80 Hours Pay Period

Work Schedule: 8HR DAY - Most of shift btwn 7A-3P

Exempt from Overtime: Exempt: No

Overview

Summary:
Greets patients and other visitors in a polite manner. Responsible for insurance eligibility, updating demographics / insurance information, collecting / posting co-pays. Additionally serves as a front desk liaison, answering phones and scheduling appointments as needed. Responsible for performing a variety of clerical duties.

 

Responsibilities:
Responsibility II: Daily Preparation / Check-in
• Maintains reception area, to include waiting room
• Verifies insurance eligibility
• Prints all encounter forms for each day appointments
• Ensures that all patients are greeted in a timely manner
• Provide necessary forms to new patients, updates information on existing patients, reviews for accuracy and scans/copies all insurance cards. Notifies the clinical staff when the patient is ready
• Monitors waiting rooms and communicates wait times to patients
• Responsible for applying information on all insurance plans, correctly identifying and entering FSC into IDX
• Collects co-pays and logs them appropriately at the time of check in


• Contact patients by telephone to communicate scheduling information within established time frames
o New patients reminder telephone calls are made within 24 hours of scheduled appt
o Patients who are “no-show” are called within 24 hours of their missed appt
o New patient referrals are contacted within 24 hours to schedule first appt
• Pulls charts for nurses to prepare for patients visits
• Appropriately documents all non essential personnel coming on site in the log book

Responsibility III: Check Out
• Ensures that patients have all information and questions answered about their health and treatments received, to include future appointments
• Ensures encounter forms are completed and tracked accordingly with office schedule
• Obtain any required prior authorizations for patient if being referred for outside services, i.e.. Radiology, surgery, laboratory, pharmaceuticals
• Completes all documentation for observation, planning and evaluation of care provided to patients

Responsibility IV: Clerical / Administrative
• Process medical records requests
• Open and process any mail and distribute accordingly as well as delivering packages marked “refrigerate” immediately to clinical personnel
• Maintains filing, charting, faxing and all other clerical functions as required
• Answers telephones in a polite manner, makes appointments and takes messages
• Prepares and processes correspondences
• Rolls phones according to schedule
• Identifies and orders supplies as needed

Responsibility V: General Practice Duties
• Must have physical exam and annual TB skin testing
• Knowledge of Fair Debt Collection Practices Act, PHI, HIPAA as well as other State and Federal regulations pertaining to health insurance statutes
• Ability and flexibility to cover various medical offices when needed
• Performs cash management protocols as assigned
• Adheres to company policy on continuing education programs, i.e. Annual HIPAA training
• Adheres to departmental dress codes as observed by director and wears picture identification badge, 100% of the time.

Qualifications

Credentials:

Education:

Other information:
Experience: One year previous medical office experience working within a patient registration, reception or billing role preferred. Demonstrates standards of performance (ownership, teamwork, communication, compassion) that support patient satisfaction and principles of service excellence.
Performs other duties as assigned.
Individual will possess commensurate combination of education, experience and qualifications.

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

  • Our team members are part of an environment that fosters teamwork, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

#JoinTeamAubergine #NovantHealth. Let Novant Health be the destination for your professional growth.

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