<p>Essential Duties and Responsibilities</p> <ul> <li> <p>Provides friendly, courteous and professional service at all time to all patients, visitors, co-workers, and leaders to Provide an Exceptional Experience to Everyone, Every Time.</p> </li><li> <p>Follows the requirements of our Patient Experience trainings and requirements.</p> </li><li> <p>Demonstrates an excellent understanding of telephone usage and the operation of the telephone system</p> </li><li> <p>Obtains, verifies, and/or updates demographics and insurance information in the EMR</p> </li><li> <p>Performs verification of patient information - Ask for 2 -with every patient, every time, without fail.</p> </li><li> <p>Ensures the protection of PHI and strictly adheres to all MCR privacy policies including the use of social media.</p> </li><li> <p>Demonstrates professionalism at all times with appearance and demeanor. Follows all dress code requirements every day including adhering to non personal cellphone policy in work spaces.</p> </li><li> <p>Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller; remembering to provide a Warm Transfer.</p> </li><li> <p>Calls patients to schedule advanced and same day appointments and accurately enters new or follow-up information into the EMR.</p> </li><li> <p>Explains services and operating hours; and is knowledgeable about services offered by MCR Health.</p> </li><li> <p>Accurately explains and assists patients to complete eligibility forms for reduced fees (slide scale) based on the most current guidelines.</p> </li><li> <p>Completes patient screening, verifies eligibility and authorizations for specific patient populations (e.g. OB patients for Presumptive Eligibility for Pregnant Women (PEPW)).</p> </li><li> <p>Informs and guides patients to appropriate resources</p> </li><li> <p>Clearly articulates payment requirements with patient; informs patients of deductibles, out-of- pocket expenses, co-payments, prior balances and percentage payables thus facilitating cash collections for identified services; communicates with Insurance Department, Billing Department and Financial Counselor as needed</p> </li><li> <p>Protect medical records and other health information from loss, destruction or unauthorized use or access.</p> </li><li> <p>Perform health information management duties include, but are not limited to:</p> </li><li> <p>Assist patients and nursing staff to complete medical release forms</p> </li><li> <p>Perform release of information activities in accordance with state and federal regulations, preparing, scanning and/or copying requested information from the medical record</p> </li><li> <p>Receive, sort and route mail - hospital patient documents, lab results, and other clinical information received from third party providers for review and sign-off by MCR providers</p> </li><li> <p>File/Scan loose clinical documentation into appropriate section of corresponding patient medical record. All documentation filed/scanned within 24 hours</p> </li><li> <p>Acts as an excellent teammate and refrains from gossip or spreading hurtful information to others.</p> </li><li> <p>Supports the goals and mission of the company</p> </li><li> <p>Adheres to the safety policy of the company</p> </li><li> <p>Performs other duties as assigned</p> </li></ul> <p>Skills</p> <ul> <li>Outstanding communication and patient service skills </li><li>Demonstrates Empathy to patients </li><li>Ability to maintain confidences and demonstrate ethical behavior </li><li>Ability to perform well in a high-volume environment. </li><li>Ability to function effectively under stressful situations. </li><li>Must be flexible, resourceful and able to troubleshoot. </li><li>Must be able to handle multiple projects/tasks simultaneously and set priorities. </li><li>Must maintain a professional demeanor and appearance at all time. </li></ul> <p>Requirements</p> <ul> <li>High School Graduate or GED equivalent. </li><li>Minimum of six months of customer service experience in a high-volume impact environment, preferably in a healthcare field. </li><li>Excellent customer service expertise. </li><li>Bilingual (Spanish / English) is beneficial. </li><li>Reliable transportation to/from site and ability to be moved between sites as assigned </li></ul> <p>What you need to bring to this role:</p> <ul> <li>Minimum of a High School Diploma or GED Required </li><li>6+ months of customer service experience in a fast-paced environment preferred </li><li>Healthcare experience preferred </li></ul>