Call Center Representative - Part Time

Company: Children's National Hospital
Location: Silver Spring
Posted on: May 23, 2023

Job Description:

Register and schedule patients' appointments by telephone utilizing the physician scheduler and individual departmental guidelines. Communicate with
parents, patients, physicians, community doctors/staff and other staff in a courteous manner . Responsible for obtaining and validating patient
information from various sources and to ensure information entered into the computer management system is accurate. Promote customer service
environment.

Qualifications:
Minimum Education
High School Diploma or GED (Required)

Minimum Work Experience
1 year Experience performing patient registration and scheduling, medical insurance screening and verification. (Required)

Functional Accountabilities
Registration and Scheduling Services

• Provide client support to parent/guardian via phone for any or all of the following: on-line registration help; scheduling, rescheduling and/or canceling of appointments whether by parent/guardian or department; inform patient/parent of any departmental scheduling guidelines associated with appointment; reschedule all appointments related to clinic maintenance cancellation.
  • Notify parent of the need for completed insurance referral form or any pre-authorization of treatment prior to scheduled appointment; discuss co-payment or payment in full requirements; counsel or refer parent to central business operation's financial counseling or establish a payment plan.
    • Complete calls in an accurate and timely manner; transfer calls to appropriate areas as needed; notify manager/supervisor of difficult calls (clarification re insurance, problem callers, etc.); seek appropriate resources to solve problems effectively .
      • Anticipate customer service needs to "prevent fires."
        • Enter appropriate notes in the system; obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.
          • Anticipate customer service needs to "prevent fires." Verifying Insurance/Authorization and Process Improvement
            • Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY , Mamsi-online, UHC and calling insurance; obtain authorization and benefit information from insurance companies as appropriate; document authorization and information in Account Notes and fields.
              • Collect and verify demographic, PCP/referring physician and insurance information.
                • Make recommendations for internal process improvements. Safety
                  • Speak up when team members appear to exhibit unsafe behavior or performance
                    • Continuously validate and verify information needed for decision making or documentation
                      • Stop in the face of uncertainty and takes time to resolve the situation
                        • Demonstrate accurate, clear and timely verbal and written communication
                          • Actively promote safety for patients, families, visitors and co-workers
                            • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance Organizational Accountabilities
                              Organizational Accountabilities (Staff)
                              Organizational Commitment/Identification
                              • Anticipate and responds to customer needs; follows up until needs are met Teamwork/Communication
                                • Demonstrate collaborative and respectful behavior
                                  • Partner with all team members to achieve goals
                                    • Receptive to others' ideas and opinions Performance Improvement/Problem-solving
                                      • Contribute to a positive work environment
                                        • Demonstrate flexibility and willingness to change
                                          • Identify opportunities to improve clinical and administrative processes
                                            • Make appropriate decisions, using sound judgment Cost Management/Financial Responsibility
                                              • Use resources efficiently
                                                • Search for less costly ways of doing things Safety
                                                  • Speak up when team members appear to exhibit unsafe behavior or performance
                                                    • Continuously validate and verify information needed for decision making or documentation
                                                      • Stop in the face of uncertainty and takes time to resolve the situation
                                                        • Demonstrate accurate, clear and timely verbal and written communication
                                                          • Actively promote safety for patients, families, visitors and co-workers
                                                            • Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Keywords: Children's National Hospital, Silver Spring , Call Center Representative - Part Time, Other , Silver Spring, Maryland