Patient Services Specialist III #Full Time

Top Healthcare Provider Network

The 61st Street Service Corporation, provides administrative and clinical support staff for ColumbiaDoctors. This position will support ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. ColumbiaDoctors’ practices comprise an experienced group of more than 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties.

Job Summary:

The Patient Services Specialist III provides support to the department-wide call center that handles large volumes of inquiries and requests from patients and customers for access/assistance in scheduling diagnostic and/or interventional radiology services, physician referral/appointments, and general information for the Department of Radiology. This is a lead role that is responsible for supporting, guiding and mentoring Patient Services Specialists to ensure quality assurance of all scheduling. The Patient Services Specialist III is part of a team that delivers an exceptional patient experience through excellent customer service, empathy and patience.

Job Responsibilities:

• Schedule appointment requests for diagnostic or interventional radiology services. Utilize existing tools to facilitate securing the right appointment with the right medical provider or team. Indicate special needs (e.g., special accommodation, interpreter, etc.).
• Communicate insurance participation, financial responsibility (if applicable), and time of service policy to patient population.
• Ensure that patients understand the arrival and check-in process, pre-appointment instructions and patient safety precautions, and other relevant information. Email specialty patient forms if needed.
• Obtain patients’ insurance and demographic information and ensure all obtained information is registered in Epic. Accurately complete required tasks and fields in pre-registration.
• Resolve escalated insurance-related cases. Escalate issues for resolution when appropriate. Conduct investigations, collect related information, and document issues. Track and follow through for complete resolution. Make recommendation to update/revise procedure or workflow as needed.
• Escalate issues/cases to Supervisor/Manager for resolution.
• Foster a teamwork approach. Facilitate team discussions about complex patient scheduling needs. Help identify solutions and take ownership for resolving scheduling conflicts. Communicate with management team and care providers to resolve scheduling issues. Collaborate with all coworkers and follow up as appropriate regarding reported complaints, problems, and concerns.
• Take ownership for resolving scheduling conflicts and communicate with management team and care providers to resolve scheduling issues.
• Collaborate with all coworkers and follows up as appropriate regarding reported complaints, problems, and concerns.
• Ensure "warm transfer" of calls/inquiries are routed to the correct party for resolution. Help identify and document trends using established protocol and communication methods.
• Collect pre-registration information to address outstanding Epic work queue accounts.
• Perform outbound calls to perform Epic referral scheduling.
• For the purposes of cross-coverage, may perform duties in the Authorization area.
• Perform other related duties as assigned.

Interventional Radiology (IR) Track Duties:

In addition to the above, Specialists working on the IR track will also perform the following duties:

• Coordinate pre-procedure testing and clearances and ensure complete and accurate documentation of pertinent information in Epic.
• Escalate complex cases as needed to RNs to ensure successful remediation.
• Provide practice support by handling physician messages and work queues as assigned.

Lead Duties

• Help mentor other Specialists to resolve complex issues/cases. Escalate such cases to Supervisor for resolution. Ensure remedy is executed in a successful manner.
• Coordinate lunch schedules to ensure coverage.
• Prepare agenda items for specialty pod huddles. Work with supervisor to develop agenda. Ensure that all issues are covered and cascaded.
• Train assigned new and established Patient Service Specialists on demographic and insurance registration in accordance with established guidelines and physician protocols.
• Train new and established Patient Service Specialists on scheduling protocols. Coach Specialists on telephone skills and demonstrate professional standards through personal example and leadership.
• Help identify Specialists who may need additional coaching or training. Make recommendations to