Description
Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.
Summary:
The Pre-Arrival Scheduling Specialist I will serve patients/customers and physician offices by obtaining a valid physician order to schedule appointments for multiple departments and procedures/tests for services rendered at UNC Health Wayne. Obtains the required demographic information that will be verified and used to complete the scheduling process. Validate & prepare documents/physician orders to ensure complete standardized scheduling. Documents communication in the Electronic Health Record (EHR) and updates referral statuses. Acts as a representative to complete referrals/schedule appointments which serves the patient/customer population within UNC Health Wayne for scheduled/and walk- in appointments.
Responsibilities:
1. Schedule appointments using a standardized workflow within designated templates within EPIC.
2. Performs coverage discovery efforts to verify coverage for accounts without any payer(s) listed.
3. Runs RTE to verify all Insurance payers electronically; call Insurance companies if needed.
4. Initiates the scheduling process for referrals/paper orders by transcribing the orders in Epic.
5. Update the referral status and auth/cert status in EPIC.
6. Acknowledge and respond to requests for rescheduling and canceling scheduled appointments.
7. Escalate matters/scheduled accounts that require attention to Pre-Arrival Team Lead/Manager.
8. Notify various departments with updates regarding scheduling patients for add-ons.
9. Review/Sign/Commit to the Patient Access Work Standards approved by Human Resources
10. Review the Patient Access Weekly Huddle Minutes to ensure updates/changes are communicated for work processes, EPIC changes, Department Meetings, Training Classes, ETC.
11. Abides by the Wayne UNC – Referral Management & Financial Clearance Collections Policies.
12. Uses professional customer service in all patient/teammate and customer interactions.
13. Discuss procedure/test protocols with patients, customers/physician offices at/during the scheduling process.
14. Review and complete WQ’s in EPIC within designated timelines for scheduling appointments.
Other information:
Education
High School graduate or equivalent required.
Licensure/Certification
None required.
Experience
Prior experience with Scheduling/Customer Service, dealing with the public and/ or healthcare organization is strongly preferred. Computer literate. Office equipment use and knowledge such as fax machines,10 key calculators, printers, copiers, etc.
Knowledge, Skills, and Abilities
• Demonstrated analytical, customer service, and interpersonal skills.
• Strong organizational skills & good attention to detail.
• Must have knowledge of Medicare/Medicaid and Commercial Insurance payers.
• Ability to prioritize and multi-task.
• Ability to read, write and communicate effectively in English.
• Proficient with MS Office and Epic with the ability to to learn new software rapidly. Previous Electronic Health Record EPIC preferred experience.
• Ability to work with deadlines and within timelines.
• Telephone etiquette.
• Must have effective oral and written English communication skills to communicate in a clear and concise manner with patients, physicians, public, teammates and administration.
• Will always portray a professional public image.
• Ability to schedule appointments within designated deadlines.
• Ability to build strong relationships with physicians & physician offices personnel to complete the scheduling process.
Valid NC Driver’s License: No
If driving a Wayne UNC Vehicle, must be 21 years old and MVR must be approved by Risk Management.
Job Details
Legal Employer: Wayne Health
Entity: Wayne UNC Health Care
Organization Unit: Admitting
Work Type: Full Time
Standard Hours Per Week: 40.00
Work Assignment Type: Hybrid
Work Schedule: Evening Job
Location of Job: WAYNE MED
Exempt From Overtime: Exempt: No