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Billings Clinic Patient Access Specialist - FTE 0.01 Per Diem in Billings, Montana

Patient Access Specialist - FTE 0.01 Per Diem

Non-Exempt

req524

Day

Per Diem

varies

0.01 = per diem

Department Information

Reporting structure

Staff will report to Clinical Coordinator/ Supervisor of the department.

Clinical Coordinator/ Supervisor will report to the Manager of the department.

Managers will report to the Director of the department.

Directors will report to the VP/Chiefs of the department.

Direct Reports (This position evaluates another position)

NA

PURPOSE/DISTINGUISHING CHARACTERISTICS

Job Summary

Patient Access Specialists are instrumental in ensuring the efficient and effective flow of patients access needs throughout Stillwater Billings Clinic. Responsible for greeting and registering patients, gathering appropriate demographic and insurance information, scheduling appointments, laboratory tests and ancillary services and the collection of co-payments. Position must fully understand the ramification and impact of incomplete or inaccurate information to revenue cycle. Position may float to other areas within the facility to include nursing units, rehabilitation services, etc. to assist with patient flow

ESSENTIAL JOB FUNCTIONS

Essential Job Functions

•REGISTRATION AND SCHEDULING:

·Supports and models behaviors consistent with the mission and philosophy of Stillwater Billings Clinic and department/service.

·Greets patients and identifies any red flag symptoms requiring triage/assessment by nurse, completes on-line registration information gathering complete demographic and insurance information that results in the ability to provide correct information for patients, guarantor, and insurance follow-up. Competently and courteously educates patients about various forms that require their signature.

·Schedules, reschedules and coordinates appointments in a manner that meets the patient’s needs and assists the department in the management of patient flow utilizing knowledge of physician/non-physician scheduling protocols. May schedule and enter orders for ancillary services via the information systems. Instructs patients on specific preparations and/or restrictions necessary to prepare for ancillary procedures as defined by clinical protocols. Floats to provide front desk support at the various nursing units as may be needed.

·Initiates collection of co-payments in accordance with each patient’s individual insurance requirements. Also collects deposits on account from self-pay patients. Accepts all other payments on accounts and provides cash receipts for all transactions. Maintains and reconciles cash drawer bank deposit by following written reconciliation policies and procedures ensuring each cash drawer balances daily.

·Assists walk-in patients with non-encounter based access (i.e., blood pressure checks) and coordination of communication with the clinical providers or other patient care staff as appropriate.

·Coordinates with patients, providers, nursing staff to ensure Medicaid Passport and other authorizations for referrals required by insurance carriers are obtained and entered into the scheduling system for reimbursement purpose.

·Performs patient check out/procedure scheduling processes.

·Responsible for monitoring waiting areas to ensure areas are clean and neat. Monitoring to ensure patient flow is optimized and wait times do not exceed 15 minutes.

·Prints and reconciles the missing encounter to ensure all encounter forms are accounted for. Provides appropriate communication to the clinic department manager.

·Responsible for receiving all incoming faxes, mail, freight and packages and for timely distribution to appropriate areas.

·Performs other duties as assigned or needed to meet the needs of the department/organization.

•CALL CENTER RESPONSIBILITIES:

·Responsible to courteously and accurately answer and direct physician and consumer telephone calls per department standards in a clear audible voice. Pages, transfers and delivers calls to appropriate destinations using predetermined questions format. Articulates Pages are conducted in a friendly, clear, readable and concise manner. Responds to basic inquiries regarding Stillwater Billings Clinic services, program offerings and physician specialty information.

•HEALTH INFORMATION MANAGEMENT (HIM) RESPONSIBILITIES:

·Perform duties of HIM Specialist I to included but not limited to phones, filing, scanning, chart pulls and chart files, and mail.

·Answer telephone and is responsible for responding to a variety of requests to include but not limited to: accurately fill requests; requests for patient charts; and other information as may be needed. Responds to requests for patient charts in a timely manner by pulling and sending the chart to the appropriate requestor.

·Greets and assists customers arriving in the department with requests for protected health information. Obtains needed authorizations. Copies medical record after authorization has been reviewed for validity. Also assists physician customers by providing medical records for chart completion or other needs. Provide requestors with information regarding the status of their request for patient information.

·Scans documents into the Cerner information system for services performed outside the clinic (e.g., non-Stillwater Billings Clinic hospitals, laboratory, radiology, physician notes, etc.) in order to provide a complete medical record to meet patient care needs.

•NURSING SUPPORT:

·Screens incoming nursing unit telephone calls for appropriate referrals to nurse, physician and /or non-physician provider.

·May assist nursing staff with initiating follow-up calls to patients for no-shows, referral appointments, and other general questions.

Essential Functions Disclaimer

Supports and models behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct and service expectations. Meets all mandatory organizational and departmental requirements. Maintains competency in all organizational, departmental and outside agency standards as it relates to the environment, employee, patient safety or job performance.

Performs all other duties as assigned or as needed to meet the needs of the department/organization.

Department or Level Specific Duties and Responsibilities

KNOWLEDGE OF / SKILLS / ABILITIES / COMPLEXITIES AND DIFFICULTIES

Disclaimer

·Billings Clinic policy and procedures, both organizational and departmental

·Personal computers, hardware and software

·Billings Clinic Code of Conduct

·Billings Clinic’s Compliance and Integrity Program

·HIPAA and confidentiality requirements

·Patient’s rights

·Customer service techniques and Personal Service Excellence (PSE)

Knowledge, Skills and Abilities

•Stillwater Billings Clinic policy and procedures, both organizational and departmental

• Stillwater Billings Clinic Code of Business Conduct

• Stillwater Billings Clinic Corporate Compliance Program

• Personal computers, hardware and software

• HIPAA and confidentiality requirements

• Patient’s rights

• Clinic physicians and specialties

• Medical terminology

• Telephone etiquette

• Customer service techniques and Personal Service Excellence (PSE) skills

•Professional communication skills, both verbal and written

• Order entry for ordering of laboratory and ancillary services as requested by clinical provider

• Basic typing at 45 WPM

• Basic ten key

• Analytical skills to solve simple to semi-complex problems

• Organization, prioritization, and time management

• Conflict resolution

•Incorporate population specific needs into all aspects of communication and patient care; scope of services provided will encompass age groups ranging from infant through geriatric

• Communicate clearly and effectively, both verbal and written

• Establish and maintain collaborative relationships

• Operate required office machines

• Concentrate and pay close attention to detail and work independently

• Must be able to handle multiple tasks at one time

• Maintain composure in a position that has considerable deadlines, customer contact, and high volume

• Be flexible to facilitate change

• Professional communication skills, both verbal and written

• Order entry for ordering of laboratory and ancillary services as requested by clinical provider

• Basic typing at 45 WPM

• Basic ten key

• Analytical skills to solve simple to semi-complex problems

• Organization, prioritization, and time management

• Conflict resolution

• Incorporate population specific needs into all aspects of communication and patient care; scope of services provided will encompass age groups ranging from infant through geriatric

• Communicate clearly and effectively, both verbal and written

• Establish and maintain collaborative relationships

• Operate required office machines

• Concentrate and pay close attention to detail and work independently

• Must be able to handle multiple tasks at one time

• Maintain composure in a position that has considerable deadlines, customer contact, and high volume

• Be flexible to facilitate change

• Professional communication skills, both verbal and written

• Order entry for ordering of laboratory and ancillary services as requested by clinical provider

• Basic typing at 45 WPM

• Basic ten key

• Analytical skills to solve simple to semi-complex problems

• Organization, prioritization, and time management

• Conflict resolution

• Incorporate population specific needs into all aspects of communication and patient care; scope of services provided will encompass age groups ranging from infant through geriatric

• Communicate clearly and effectively, both verbal and written

• Establish and maintain collaborative relationships

• Operate required office machines

• Concentrate and pay close attention to detail and work independently

• Must be able to handle multiple tasks at one time

• Maintain composure in a position that has considerable deadlines, customer contact, and high volume

• Be flexible to facilitate change

• Professional communication skills, both verbal and written

• Order entry for ordering of laboratory and ancillary services as requested by clinical provider

• Basic typing at 45 WPM

• Basic ten key

• Analytical skills to solve simple to semi-complex problems

• Organization, prioritization, and time management

• Conflict resolution

• Incorporate population specific needs into all aspects of communication and patient care; scope of services provided will encompass age groups ranging from infant through geriatric

• Communicate clearly and effectively, both verbal and written

• Establish and maintain collaborative relationships

• Operate required office machines

• Concentrate and pay close attention to detail and work independently

• Must be able to handle multiple tasks at one time

• Maintain composure in a position that has considerable deadlines, customer contact, and high volume

• Be flexible to facilitate change

•Registration errors can result in incorrect identification of the patient, guarantor and financial information necessary to facilitate billing and collection procedures resulting in loss of reimbursement and patient satisfaction issues

• Inappropriate scheduling practices can result in loss of productivity and patient satisfaction issues

• Position requires highest degree of integrity and confidentiality due to the sensitive nature of information handled; failure to maintain patient confidentiality could result in legal action and patient satisfaction issues.

MINIMUM QUALIFICATIONS

Education

Min/Preferred

Education Level

Description

Minimum

High School or GED

High schools diploma or equivalent

Preferred

Some college or healthcare focused classes preferred such as medical terminology, medical office practices, etc.

Years Of Experience

Minimum Years of Experience

Comments

Certifications

Certification Title

Required To Have By

Comments

Licenses

License Title

Required To Have By

Comments

Other Minimum Qualifications

•Demonstrated excellence in customer service skills.

• Confidentiality

• Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered.

Minimum Qualifications Disclaimer

·Or an equivalent combination of education and experience relating to the above tasks, knowledge, skills and abilities will be considered

WORKING CONDITIONS

Working Conditions 2

Condition

Comments

Office environment: indoors, may be in office or cubical, moderate temperature, Lighting: is suitable and efficient and natural so far is reasonably practical. Emergency lighting is provided where lighting failure would cause danger. Water and restrooms are within short moving distance from workstation. office may contain contains furniture and equipment needed to conduct common business activities. These items include desks, chairs, cubicle walls, phone systems and cords, fax machines, copiers, conference room tables, computer systems and file cabinets.

Normal patient care environment

Medical floor: Indoors, Normal patient care environment in acute care hospital , round-the-clock staffing, so nurses must be prepared to work evenings and weekends. Nurses sometimes move from place to place, providing patient care where it's needed.Are exposed to diseases or infections on a daily basis. Always wear masks or rubber gloves to protect themselves and their patients from disease. Usually work indoors. Work very near patients and doctors. They come into physical contact with patients throughout the day. Usually wear a uniform or lab jacket. Lighting: is suitable and efficient and natural so far is reasonably practical. Emergency lighting is provided where lighting failure would cause danger. Water and restrooms are within short moving distance from workstation.

Will be required to work varying shifts and Saturdays to meet the needs of the department/organization

Working Conditions List

Blood Borne Pathogen Category

Airborne Contaminant Category

Job Analysis

Physical Requirements

Task

Frequency

Sitting: 0-4 hrs

Continuously

Sitting: 4-8 hrs

Frequently

Sitting: 8+ hrs

Never

Standing: 0-4 hrs

Frequently

Standing: 4-8 hrs

Occasionally

Standing: 8+ hrs

Never

Walking: 0-4 hrs

Frequently

Walking: 4-8 hrs

Occasionally

Walking: 8+ hrs

Never

Climbing

Never

Squatting

Never

Kneeling

Never

Bending

Occasionally

Reaching - L, R, B

Occasionally

Pushing/Pulling - L, R, B

Occasionally

Grasping - L, R, B

Occasionally

Fine Manipulation - L, R, B

Frequently

Lifting: 0-10 lbs

Frequently

Lifting: 11-20 lbs

Occasionally

Lifting: 21-25 lbs

Occasionally

Lifting: 26-50 lbs

Never

Lifting: 50+ lbs

Never

Job Description Disclaimer

JD Disclaimer

The above is intended to describe the general content of and requirements of the performance of this job.It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Billings Clinic is a community-owned, not-for-profit health care organization in Billings, Montana with approximately 4,000 employees, including over 400 physicians and advanced practitioners. Our integrated organization consists of a multi-specialty group practice and a 304-bed hospital. Learn more about Billings Clinic (https://www.billingsclinic.com/about-us/) (our organization, history, mission, leadership and regional locations) and how we are recognized nationally for our exceptional quality (https://www.billingsclinic.com/quality-safety/) .

Billings Clinic is committed to the principles of Equal Employment Opportunity. All policies and processes are designed toward achieving fair and equitable treatment of all employees and job applicants. Employees are encouraged to discuss any concerns they have in this regard with their immediate supervisor and/or the Vice President People Resources. All employees and job applicants will be provided the same treatment in all aspects of the employment relationship, regardless of race, color, creed, religion, national origin, gender, gender identity, sexual orientation, age, marital status, genetic information or disability.

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