Job Description

Overview Location Address: 2400 Unser Blvd, Rio Rancho, NM 87124 Compensation Pay Range: Minimum Offer $15.60 — Maximum Offer $22.12 Job Type: Full time | Work Shift: Weekday Schedule Monday-Friday Summary: Coordinates the encounter or episode process for patients and consumers by performing activities related to patient scheduling. Maintains accuracy in scheduling and strives to provide an excellent patient experience. Illustrates insurance contract requirement knowledge and uses tools to respond to provider network questions. Secures prior authorization or referral in applicable situations. Uses online tools to validate eligibility of coverage for presenting patients. Provides comfort rounding and communicates delays with exceptional patient experience tools. Other duties as assigned. Organization : Presbyterian Rust Medical Center Responsibilities Customer Service and Caring Practices: Achieve exceptional patient experience for patients and patient families by using CARES, AIDET, and EPE tools. Address and resolve complaints in the moment, use appropriate language to de-escalate; manage conflicts and involve a supervisor when needed. Provide rounds with patients waiting to ensure comfort and inform of delays when applicable. Encounter Components: Performed scheduling process and validate accurate patient demographics; guide informed dialogue regarding in-network coverages (respecting CDS and RDS guidelines); set patient expectations regarding Prior Authorization, Referrals, and out-of-pocket expenses. Financial Accountabilities: Refer as appropriate to on-site Financial Advocate, or for uninsured to the Financial Advocacy Center. Message Management: Formulate complete and accurate telephone encounter messages and route to the appropriate Epic in-basket pool to support operational aspects of patient care. Medical Record Components: Instruct patients on the Release of Information process and ensure ROI forms are completed and submitted to Health Information Management for incoming/outgoing records. Patient Relations: Understand quality service connection to patient satisfaction and reimbursement; participate in metric goals for telephone performance metrics, TSF and abandonment rate; perform confirmation calls as appropriate to include directions and instructions per visit type. Patient Safety: Respond quickly to patients showing distress; follow guidelines to alert the clinical team; keep scheduling area and waiting areas clean and free of hazards; report safety concerns; complete annual competency for clerical staff during a Code Blue. Quality Improvement: Perform assigned patient care responsibilities (e.g., appointment reminder calls, rescheduling, evaluate provider schedules for accuracy and efficiency). C.A.R.E.S Behaviors: Demonstrate CARES behaviors of Collaborate, be Accountable, Respect, Engage and Serve. Qualifications Academic Preparation: High school or equivalent. Experience: A minimum of nine (9) months of work experience in an office, healthcare or customer service environment is required. Must pass EPIC competency for Registration at completion of Epic Clerical Training class. Abilities: Perform appointment scheduling via telephone or in person, coordinate advanced scheduling visit types, and pass annual competency exams for all areas of responsibility. Attend Quarterly MSO meetings, Staff meetings, and Employee Forums. All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits. Wellness Presbyterian’s Employee Wellness rewards program provides engaging opportunities to enhance health and well-being. Earn gift cards and more by participating in wellness activities such as challenges, webinars, preventive screenings and more. Why work at Presbyterian? Presbyterian is committed to improving the health of communities in New Mexico, including partnerships with local organizations and community initiatives. About Presbyterian Healthcare Services Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit, with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state’s largest private employer with nearly 14,000 employees, including more than 1,600 providers and about 4,700 nurses. Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care), and Commercial health plans. AA/EOE/VET/DISABLED. Presbyterian Health Services is a drug-free and tobacco-free employer with smoke-free campuses. We’re Determined to Support New Mexico’s Well-Being | Presbyterian Healthcare Services #J-18808-Ljbffr Presbyterian Healthcare Services

Job Tags

Full time, Contract work, Temporary work, Work experience placement, Work at office, Local area, Monday to Friday, Shift work, Weekday work

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