ASR II: Kelsey-Seybold Clinic-Fort Bend Campus

*Customer Service: Commits to collaborative interaction with patients to achieve excellent customer service and high levels of satisfaction. Endorses mutual respect amongst all members of the healthcare team

• Practices positive guest/peer relationships and works with others to promote an efficient and effective team. Demonstrates a positive attitude and understands how this relates to creating a caring environment and a favorable impression regarding KSC commitment to the welfare of our patients
• Front Desk Operations: Provides assistance to patients so that the patient can be processed quickly and efficiently and to ensure that accurate information is obtained and conveyed to the patient including: Relaying information regarding wait time to patients. Answering questions and provides assistance to patients either directly or by referring them to the appropriate person/department. Assisting with filling out forms and paperwork required by the clinic. Updating patient demographics and insurance information in Epic. Ensure proper billing and reporting, including printout of account information. Processes check-in and check-out in Epic system allowing for immediate charge entry into the accounts receivable system. Requires knowledge of all Epic functions. Collects appropriate fees, co-pays, deductibles and co-insurance amounts as determined and documented by the financial review personnel. Issues receipts for all monies received. Performs reconciliation procedures in Epic system within 48 hours of date of service, ensuring that accurate charge capture and all revenue generating patient encounters have been closed. Processes registration of new patients including name search, pseudo number conversion and account set up with insurance, demographic information and scans insurance card into Epic. Schedules appointments in the computer system following clinic standards and procedures. Schedules ancillary appointments providing instructions and preps when necessary. Confirms future appointments one day in advance of appointment or as directed by site management. Performs other duties as assigned by the site manager
• High school education or equivalent experience.

High School diploma or G.E.D.

1+ years of direct face to face customer service experience

1+ years of cash handling or collections experience

6+ months of experience in a customer facing role within a medical office, healthcare setting or other service-related industry OR 1+ years KSC ASR I with 6 months ASR II cross-training experience and the successful completion of Epic Front Desk Training OR 1+ years KSC CBO, Managed Care or Contact Center experience

Experience with computers and Windows- based software including Word and Excel

Excellent verbal and written communication skills

Basic Math ability

Knowledge of customer service principles and practices

Ability to maintain strict confidentiality of all personal/health sensitive information

Ability to effectively handle challenging situations and to balance multiple priorities

Fluent in English, verbal and written

Professional demeanor, appearance and grooming

Preferred Qualifications:

2+ years of experience working in a physician, hospital, or medical office environment to include patient registration, appointment scheduling or medical billing

2+ years of insurance and /or managed care experience to include insurance verification and the ability to identify, understand and communicate plan details to patients with HMO, PPO, EPO, Medicare Advantage and other plans

2+ years of direct face to face customer service experience

1+ years of cash handling or collections experience in a medical office setting

EMR/Epic experience

Basic calculator skills

Bilingual- English/Spanish

UnitedHealth Group is working to create the health care system of tomorrow.

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