Patient Service Specialist- Radiology

100 Albany Med Health System; Broadway (VA); On-site; USD 46,000 - 60,000; Full time

Job summary

Albany Medical Center is seeking a Pre-Service Specialist I to be the first point of contact, assisting in scheduling for hospital and practice services in a high-volume, fast-paced center. This role requires empathetic communication and accurate collection of insurance information for pre-services.

After one year in the position, based on performance and success, there is potential for promotion to Pre-Service Specialist II within the Albany Med Health System.

Qualifications

• High School Diploma/G.E.D. required.
• 1–2 years winning customer service experience with telephone engagement.
• Medical terminology and insurance knowledge preferred.
• Ability to multi-task in a high-volume, fast-paced environment.
• Ability to interpret insurance benefits and apply contractual obligations.

Responsibilities

• Schedule appointments and services for assigned service line via the scheduling system.
• Identify trigger words and triage calls to Clinic Nursing per protocol.
• Verify and register patient demographics and insurance information.
• Interpret payer eligibility and financial responsibility.
• Discuss and collect patient financial obligations.
• Interpret referrals/physician orders to schedule correctly.
• Manage forms and compliance with EHR and payer regulations.
• Use multiple systems during calls to complete registration and support workflow.
• Review services to ensure correct care setting and active coverage.

Skills

Customer service

Empathy

Multi-tasking

Communication

Medical terminology

Insurance knowledge

Education

High School Diploma/G.E.D.

Job description

Department/Unit:

Patient Engagement Center

Work Shift:

Day (United States of America)

Salary Range:

$46,215.00 - $60,080.00

Job Summary

The Pre-Service Specialist I is responsible for the initial touchpoint of our patient population to provide an exceptional patient experience assisting in scheduling services for our Hospital and Practice. This requires ability to work in a high-volume contact center and fast paced environment. Understanding complex scheduling needs of our patients in an empathetic, compassionate manner is critical. Position is required to use eligibility application to invoke request to verify insurance eligibility, interpret response and capture appropriate health insurance information as it pertains to the service being rendered. The position requires ability to understand and apply contractual benefits to the service being rendered, with ability to collect patient financial obligation pre-services.

The Pre-Service Specialist I, after one year in the position and based on performance and success in position, has ability to be promoted to Pre-Service Specialist II as Career Ladder requirements indicate.

Essential Duties and Responsibilities

• Responsible for scheduling appointments and services for assigned service line (POD) via the scheduling system following established scripting and protocols promoting physician satisfaction and scheduling efficiencies on behalf of our patients.


• Ability to identify trigger words, symptoms and patient concerns, assuring calls are triaged to the respective Clinic Nursing team per protocol.


• Responsible for discerning demographic and insurance information to ensure accurate registration


• Responsible to interpret information received from Insurance Payer regarding patient’s eligibility and financial responsibility


• Responsible for discussing financial obligation of patient and collect via cash, credit card or check


• Ability to accurately interpret referral/physician order to meet the patient and/or provider need for scheduling of services correctly.


• Responsible for scanning or managing online form template to maintain the Electronic Health Record Comprehend Federal, State, Third Party Payer regulations as it pertains to a hospital and practice pre-registration.


• Ability to work in multiple systems during a telephone call or patient facing interaction to complete an accurate registration and support clinical workflow.


• Responsible for review of services being rendered to ensure the appropriate setting of care has been assigned by the physician’s office Obtains all insurance information from patient and verifies insurance to ensure active coverage for services being scheduling.


• Provides thorough comments, where applicable for all conversations with patients or providers.

Qualifications

• High School Diploma/G.E.D. - required


• 1 – 2 years Winning customer service personality with ability to engage patients and customers via telephone with superior patient experience.


• Medical Terminology and Insurance Knowledge - preferred Proven customer service skill with ability to exceed expectations


• Ability to multi-task in stressful and high patient volume unit Must be able to manage pressure of very tight timeframes to execute task


• Ability to learn in classroom, utilizing resources Ability to maintain composure under pressure Ability to review information and draw appropriate conclusion Good judgement and ability to be resourceful to problem solve; elevate issues as needed Team minded worth ethic Demonstrated ability interpret patient’s insurance benefits and apply the applicable contractual obligations Equivalent combination of relevant education and experience may be substituted as appropriate.

Physical Demands

• Standing - Occasionally


• Walking - Occasionally


• Sitting - Constantly


• Talking - Constantly


• Hearing - Constantly


• Repetitive Motions - Constantly


• Eye/Hand/Foot Coordination - Frequently


• Working Conditions Extreme cold - Rarely


• Extreme heat - Rarely


• Humidity - Rarely


• Wet - Rarely


• Noise - Occasionally


• Hazards - Rarely


• Temperature Change - Rarely


• Atmospheric Conditions - Rarely


• Vibration - Rarely

Equal Opportunity Statement

Thank you for your interest in Albany Medical Center! Albany Medical Center is an equal opportunity employer. This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Medical Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Thank you for your interest in Albany Med Health System! Albany Med Health System is an equal opportunity employer. This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

About Albany Medical Center

Albany Medical Center is the centerpiece of medicine, research, and medical education in New York’s Capital Region and is the area's largest private employer with more than 10,000 employees. Albany Medical Center offers excellent career opportunities in a wide range of roles in both patient care and administration. We value all our staff members and offer outstanding employee benefits including: Excellent health care coverage with no copay at Albany Medical Center providers A wide array of services and programs to support emotional, physical, and mental wellbeing Anchored in the state’s historic capital city, Albany Medical Center offers a full range of inpatient and outpatient care and is home to the region’s largest hospital, only Level 1 adult and pediatric trauma centers, and only children’s hospital. The downtown campus also offers opportunities at Albany Medical College. Albany Medical Center, along with Columbia Memorial Health, Glens Falls Hospital, Saratoga Hospital, and the Visiting Nurses, form the Albany Med Health System, serving more than three million people over 25 counties.