Clerical Support - Cancer Center

Bargaining Unit: EA

Rate of Pay: $27.08/hour + DOE

• Scheduling
• Pre-registration
• Registration
• E-verifying
• Determining patient’s out-of-pocket expenses (co-pays, deductibles, etc)
• Signing patients up for self-service options
• Authorizations
• Joins in Team Engagement committees to assist in processes
• Keeps Management team informed of issues within teams
• Acts as a resource for day-to-day questions from support team staff
• Backs up new patient referrals coordinator
• Backs up Oncology Support Services Staff
• PBX Operator
• Fax file coverage

• Schedules appointments for complex service lines such as Diagnostic Imaging and Oncology Appointments.
• Provides information to callers including directions, addresses, telephone numbers, appointment times, etc.
• Educates patients on various self-service programs offered by the District (patient portal, etc.).
• Works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience through-out the process of accessing healthcare.
• Interviews patients to effectively schedule and register.
• Collects, verifies and updates patient demographics and guarantor information.
• Establishes eligibility and verifies benefits.
• Determines co-pays and estimated out-of-pocket expense as appropriate.
• Advises patient and families of hospital financial policies.
• Refers to financial counselor as appropriate.
• Obtains authorizations if assigned.
• Follows established parameters to ensure procedures, treatments, tests, and appointments are scheduled with the required amount of time and with the appropriate resources.
• Articulates information in a manner that patients, guarantors, and family members understand.
• Key contributor to patient satisfaction initiatives by participating in process improvement activities as well as providing a high-quality contact experience for the patient with every interaction.
• Provides the patient with preparation instructions pertinent to their service.
• Communicates regularly with patients, families, care-givers, providers, clinical and non-clinical staff as necessary for the completion of authorizations
• Contacts the insurance company and requests authorization documents completely the interaction in the Electronic Medical Record (EMR), including person(s) spoken to, outcome and any authorization numbers
• Follows up with providers and patients regarding denied authorizations or requests for additional information
• Reads and interprets provider notes in order to obtain authorization
• Confirms medical necessity of ordered procedure(s).
• Notifies patients of authorization status and when necessary, assists them in scheduling the requested procedure or appointment
• Prioritizes tasks and follows work through to completion
• Maintains proactive and positive communication with the management team, peers, and patients by using critical thinking, initiative and resourcefulness
• Follows established parameters to ensure procedures, treatments, tests, and appointments are authorized completely
• Navigates multiple computer applications and interprets financial and insurance information.
• Performs to department productivity and accuracy expectations.
• Maintains and updates knowledge regarding all types of insurance and healthcare coverage, utilizing reference materials provided.
• Operate telephone switchboard to answer, screen, and triage calls, providing information, or taking messages, timely and accurately.
• Hear, resolve and/or forward complaints from customers or the public to management.
• Provide information to callers including directions, addresses, telephone numbers, appointment times, etc.
• Keep a current record of staff members’ whereabouts and availability.
• Confirms all scheduled office patients for next day via telephone contact.
• Assists with all incoming / outgoing imaging requests.
• Maintain our outgoing faxes from our EMR to ensure they’re sent.
• Track correspondence for outside providers to ensure reports get to physicians.
• Handles all incoming medical record requests and manages them per HIM policy.
• Follows up on internal record requests.
• Works in additional job classifications as a backup and covers Reception Desk as needed.
• Works in additional job classifications as a backup to the Oncology Support Coordinator
• Provides clerical support for the Oncology Program including scanning and importing records
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Other duties as may be assigned.

QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory ResponsibilitiesNo supervisory responsibilities.

Minimum Education/ExperienceNo educational requirement and 2-3 years relevant experience

Required Licenses/CertificationsNone

• Knowledge of EMR process
• Knowledge of scheduling process
• Experience working with various insurance plans- denials/appeals, authorizations