Scheduling and Registration Specialist

Kodiak Area Native Association

Job Description

Provides high-level support to the front office and exceptional customer service to our beneficiaries by greeting patients, completing patient registration, updating demographics, scheduling appointments, directing calls, and processing payments.

Scheduling and Registration Specialist

Full-time; eligible for full fringe benefits

Located in Kodiak, Alaska

Summary: The Scheduling & Registration Specialist (SRS) is responsible for accurately scheduling then registering patients by gathering and entering patient demographic and insurance information into the electronic health record (EHR). The SRS will promptly answer and direct incoming phone calls in addition to greeting arriving patients presenting for service. The SRS is responsible for processing and collecting payments when indicated. The SRS provides outstanding customer service; treating all patients and their families with compassion and sensitivity.

Essential Duties and Responsibilities The following duties are not intended to serve as a comprehensive list of all duties performed by this position. Other duties may be assigned.

Greet all patients in a courteous and helpful manner whether by phone or upon check-in to clinic. Promptly and courteously answer multi-line phones by the third ring, directing calls to appropriate staff member or department as needed. Respond to eligibility and third party payer questions in a helpful and professional manner.

Accurately schedule then register all medical, dental, behavioral health, and WIC appointments ensuring scheduling guidelines are followed and completed with a goal of 96% accuracy. Work collaboratively with clinical staff and other health care teams to facilitate patient care appointments. Effectively manage provider schedules daily, assess flow of patients, and reschedule patients as needed and/or requested. Assist in the referral process and/or redirecting patients when specialists are on site. Place reminder phone calls to patients with upcoming appointments.

For every encounter, screen the patient for changes in demographic information, eligibility for treatment as a beneficiary, and eligibility for third party payment of services; ensuring all data is complete and accurate in electronic health record. Review registration for missing data and ensure all required fields are accurately entered before or when patient arrives. Document appropriately and collect missing data, reviewing documentation for every encounter to ensure accurate and up to date patient data is entered.

Ensure EHR system accurately reflects current and correct insurance information, with a goal of 96% accuracy rate. This may include obtaining appropriate signatures, assisting with the collection of CIB and insurance documentation, as well as scanning the collected information into the patients electronic health record.

During initial scheduling/registration process, complete patient insurance eligibility and benefits verification prior to scheduled visits. Facilitate prior authorization process before scheduled visits and accommodate requests during visits as the need arises. Manage and organize authorizations ensuring coverage for all visits.

Explain the sliding fee procedure with all patients and ensure all patients have completed a sliding fee application. Assist patients with the application process and refer to billing department when necessary.

Communicate with the Insurance and Billing Specialists regarding any changes or recent additions to the schedule for the current day.

When patient calls for an appointment or arrives for service, compare registration data or paperwork with sliding fee scale to determine eligibility. Follow up with patients regarding required documentation for sliding fee eligibility or need for CIB. Notify patients of responsibility for any payment related to billable services, including co-payments, sliding fee payment, and payment plans before the patient arrives or upon arrival. Review the notes for relevant information when checking the patient in for service.

Collect payments from patients in accordance with clinic guidelines to ensure all billable services are prepaid, including co-pays and sliding fee payments. This may be done over the phone in advance of the patient arrival. Document all pre-arrival activities in registration including items that may need to be completed upon the patients arrival. Handle cash, checks and credit cards making change as needed; reconcile cash box/drawer at the end of the day following established procedures and guidelines. Refer patients to the Alternate Resources Specialist or Insurance and Billing Specialist as needed or when directed.

Communicate effectively and appropriately with patients, colleagues, and other KANA staff. Practice meaningful customer service skills addressing patient and staff needs courteously, promptly, and with compassion.

Monitor the waiting area, watching for patients who have arrived but may have forgotten to check-in or who have checked-in but have been waiting for a longer than anticipated time. Call to nurses station to alert when an elder or very ill patient is waiting to be seen. Clean and organize waiting area throughout the day.

Maintain up to date knowledge of and be prepared to explain KANAs privacy practices, purchased and referred care processes, alternate resources requirements, sliding fee discount program, and other health and community services offered.

Strictly adhere to the provisions of the Privacy Act, HIPAA, and KANA policies

Maintain front office inventory and equipment by checking supplies, anticipating needed supplies, and placing orders for supplies as needed or directed.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Education and/or Experience

High school diploma or equivalent required, Associates Degree preferred. One year experience working in a healthcare clinic, medical billing office, or with the public in an office or customer service environment. Demonstrated knowledge of accurate data entry, medical billing, and medical terminology and computer systems highly preferred. Excellent customer service, organizational skills, attention to detail, problem solving skills, technical skills, and ability to multitask with a positive attitude in a fast paced environment required.

Working knowledge of Database and Spreadsheet software; advanced knowledge with using the Internet; should have excellent typing speed and accuracy.

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Employment Type

Full time