Serves as the primary point of contact for both community and physician's office staff to schedule, reschedule or inquire general information regarding all scheduled services at Sonoma Valley Hospital. Confirms all basic demographic insurance information and updates into system. Serves as back up for registration in the Lobby and Emergency Room as needed to cover lunches, vacations and absences.
Answer all incoming calls in a timely and courteous manner. Serves as the primary point of contact for patients and physician's offices scheduling or needing to inquire on any scheduled service.
Receives all orders coming in from physician's offices and facilitates any necessary protocol with Radiology for CT's and MRI's.
Interviews patients to effectively schedule and register. Collects, verifies and updates patient demographics and guarantor information. Establishes eligibility and verifies benefits. Articulates information in a manner that patients, guarantors and family members understand. Refers to Authorization Specialist as appropriate.
Follows established parameters to ensure procedures, treatments, tests and appointments are scheduled with the required amount of time and with the appropriate resources. Reschedules appointments as necessary when authorization is not completed or financial responsibilities are not able to be met prior to service.
Key contributor to patient satisfaction initiatives by participating in process improvements 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 tasks.
Prioritizes tasks and follows work through to completion. Navigates multiple computer applications and interprets insurance information. Performs to department productivity and accuracy expectations. Demonstrates C R E A T I N G during all points of contact.
Education: High School Diploma or equivalent.
Experience: Previous experience in registration/scheduling in a healthcare setting strongly preferred; knowledge of medical terminology highly desirable.
License or Certification: N/A
Required Skils or Knowledge: Demonstrates clear, courteous, and pleasant communications skills.. Excellent customer service skills. Self-motivated and goal oriented, able to multi-task. Team oriented, positive, open-minded and focused on continuous performance improvement. Able to learn new processes, software programs quickly, demonstrates attention to detail and accuracy. Bilingual preferred.
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