Oncology Patient Specialist 2
Job DescriptionAccuracy: Completes work assignments within established quality standards. Effective Communication: Communicates effectively with various audiences using the most appropriate method for the situation. Financial Counseling: Counsels patients on financial liability using available financial counseling tools to achieve maximum reimbursement for patient services. Insurance Verification: Verifies and enters insurance information and authorization/referral requirements. Patient Intake and Registration: Performs assigned duties related to the registration of patients. Patient Safety - Non-Nursing: Contributes to a safe patient care environment. Patient Scheduling: Completes assigned activities related to oncology scheduling and services within the cancer center. Problem Solving: Identifies, analyzes, and effectively solves problems. Service Excellence: Provides excellent service by identifying both internal and external customer needs and fulfilling customer expectations. Teaming: Contributes to fullest potential to achieve team goals. Workload Management: Manages completion of work assignments based on priority and due dates.
- Delivers an acceptable volume of work with high levels of accuracy.
- Improves inefficiencies and minimizes repetitive errors by changing how work is done.
- Shares errors trends and makes recommendations to improve results with staff/team members.
- Accepts responsibility to review and correct errors before completion, and routes to others for review when appropriate.
- Understands medical terminology in order to effectively perform duties as assigned.
- Selects the most effective communication method considering the audience, type of message and intended outcome.
- Distinguishes 'who needs what' information and delivers that information in a concise and timely manner.
- Encourages open communication of ideas and opinions.
- Ability to mentor other team members on communication methods and skills to foster effective and positive communication.
- Explains insurance benefits and patient liability using appropriate communication methods/style.
- Checks for understanding and answers any questions.
- Conducts post-submission follow up on alternative funding applications.
- Requests/secures balance due payments from patients in accordance with established policies and procedures.
- Educates and assists patient with the completion/submission of applications for alternative sources of payment for healthcare services, including medical assistance programs, loans and grants.
- Maintains current financial counseling reference manual.
- Reviews documented insurance benefits and patient liability in appropriate system(s) to prepare for patient counseling session.
- Identifies and communicates payer authorization and referral requirements.
- Completes and documents in appropriate computer system.
- Maintains updated authorization/referral requirements information and communicates to team members.
- Applies knowledge of online payer verification systems to obtain and validate insurance information on a timely and accurate basis.
- Determines patient financial responsibility and notifies patient and/or guardian as necessary.
- Troubleshoots individual oncology admission and pre arrival issues in collaboration with other departments, providers, and oncology specialists.
- Facilitates pre-admission by performing tasks such as routing test results or assisting patients with the billing or insurance processes.
- Uses the electronic medical record computer systems to access relevant information needed to coordinate admission and patient pre arrival.
- Maintains knowledge of current local/state/federal/third party regulatory requirements.
- Reports safety hazards/violations and takes appropriate action to protect the environment and guests until help arrives if necessary.
- Demonstrates knowledge of safety policies and procedures relevant to department/position.
- Provides appropriate assistance to/on behalf of patients demonstrating or communicating a need for assistance.
- Reports all near misses, accidents, and occurrences for patients, visitors and staff.
- Observes working environment for potential and actual hazards.
- Attends patient safety training and maintains up-do-date safety certifications if required for job.
- Wears photo I.D. badge at chest level at all times and identifies self and role to patients and their families.
- Uses system and regulatory compliance guidelines during the registration and scheduling process, to ensure proper patient identification, in support to patient safety.
- Supports scheduling activities by conducting pre-service activities such as insurance verification/submission.
- Proactively manages the scheduling system to identify and resolve potential conflicts.
- Recognizes situations when medical procedures may require securing additional patient information such as medical records/test results.
- Coordinates and provides pre-service instructions for patients having complicated or multiple examinations, tests and services.
- Schedules a large number of appointments with a high degree of accuracy.
- Recognizes specific scheduling needs/ requirements, based on the complexities of the services being scheduled (i.e. clinical needs, off-label treatments).
- Understands medical terminology to effectively perform duties as assigned.
- Transcribes accurate order entry in the electronic medical record, based on physician written orders, when scheduling within the cancer center, when applicable.
- Knowledge of CPT, ICD codes in order to meet billing requirements when scheduling. Uses a logical process to identify the cause of the problem and develop an appropriate solution. Involves others in the problem solving process when additional input is needed. Recognizes when a problem needs to be elevated for resolution.
- Gathers information about a customer complaint in a courteous, professional manner.
- Provides information and assistance regarding complimentary services when scheduling problems occur.
- Conveys customer feedback to all relevant individuals.
- Presents clear and accurate information to customers when providing solutions to an issue.
- Refers difficult issues to senior management.
- Ensures that customer receives courteous treatment throughout the problem solving process.
- Generates alternative solutions that will meet customer needs and expectations.
- Partners with the Patient Experience team and the Oncology Patient Advocacy Group to identify and problem solve services or customer needs, to improve the patient and family experience.
- Accepts and provides direct, honest feedback between team members in a non-punishing manner. Works effectively with team members to achieve team goals.
- Supports group decision even if the decision differs from personal opinion.
- Informs and consults team members, leaders and stakeholders as to potential barriers that impact team results.
- Works collaboratively with all cancer center teams (clinical and non-clinical), and has respect for and understanding of the cancer center inter department teams.
- Supports and mentors less experienced team members with existing and new processes for the integrity and success of the cancer center goals.
- Schedules completion of tasks and assignments based on priority and due date.
- Uses desktop tools to manage and track completion of tasks, including scheduling tools, task lists, and reminders.
- Organizes and completes like activities at same time to increase efficiency and productivity.
- Designates a specific time each day to work on routine activities such as email and filing.
- Completes assignments by need-by date and communicates with requestors when additional time is required for completion.
High School diploma or GED
3 years of healthcare patient access experience/ healthcare revenue cycle experience, or 3 years related oncology medical office experience.
CHAA/CHAM within 1 year of employment.
Proven proficiency in multiple patient access functions, especially in clinic-based and hospital-based environments. Advanced communication and computer skills.