Ambulatory Services - Schedule Liaison - Silver Spring, MD

Minimum Education
High School Diploma or GED (Required)
Associate's Degree (Preferred)

Minimum Work Experience
4 years Require experience with patient registration and scheduling, medical insurance screening and
verification (Required)

Functional Accountabilities
Registration and Scheduling Services

• Provide client support to parent/guardian via phone for any or all of the following: on-line registration; scheduling, rescheduling and/or canceling of appointments whether by parent or department; notifying parent of any department changes.

• Notify parent/guardian about insurance referral forms or any pre-authorization of treatment prior to scheduled appointment. Notify provider status (ie participating/ nonparticipating in network). Discuss co-payment or payment in full requirements and advise or refer parents to central business operations for financial counseling for establishing payment plan.

• Complete calls in an accurate and timely manner. Transfer calls to appropriate areas as needed. Notify manager/ supervisor of difficult calls (clarification re insurance, problem callers, etc.). seek appropriate resources to solve problems effectively.

• Ensure customer service needs are being met. Anticipate needs to "prevent fires".

• Inform co-workers of ongoing scheduling trends related to a department.

• Enter appropriate notes in the system. Obtain necessary information for accurate and complete documentation of all registration printouts, consent documents and other forms.

Verifying Insurance and Authorization

• Collect and verify demographic, PCP/referring physician and insurance information.

• Work with insurance companies to verify insurance eligibility and coverage for anticipated services using EVS, ENVOY, Mamsi-online, UHC and calling insurance. Obtain authorization and benefit information from insurance companies as appropriate. Document authorization and information in Account Notes and fields.

Quality Control

• Review physician's schedules ensuring scheduled appointments are within departmental guidelines. Print physician schedules and back-fill open slots.

• Monitor and correct scheduling and registration errors and provide input to supervisor for ongoing training purposes.

• Reschedule all appointments related to clinic maintenance cancellation.

• Serve as liaison between the call center and the clinic.

• Maintain the add-on process at the request of physicians and departmental staff.

• Make recommendations for internal process improvements.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

Organizational Accountabilities
Organizational Accountabilities (Staff)
Organizational Commitment/Identification

• Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication

• Demonstrate collaborative and respectful behavior

• Partner with all team members to achieve goals

• Receptive to others' ideas and opinions

Performance Improvement/Problem-solving

• Contribute to a positive work environment

• Demonstrate flexibility and willingness to change

• Identify opportunities to improve clinical and administrative processes

• Make appropriate decisions, using sound judgment

Cost Management/Financial Responsibility

• Use resources efficiently

• Search for less costly ways of doing things

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance