CUSTOMER SERVICE: Demonstrate adherence to the Group’s Customer Service Standards designed to support the mission of USF Health: enhancing life by improving health through research, education and healthcare. Our commitment is to improve the full spectrum of health, from the environment, to the community, to the individual. Together, through talent and innovation, USF Health is developing real-world solutions to reach our shared value – making life better.
Responsible for patient check-in and check-out functions utilizing EPIC. Assists patients and guests at the various USF Practice Sites as they present for various scheduled appointments. Assist physicians and nurses on each floor by processing appropriate paperwork for scheduled appointments.
Must be fluent and able to conduct business in English which includes reading, writing and speaking
Education: High School diploma.
Experience: Two (2) years general office/customer relations work preferably in a medical center or large group practice. Prefer some data entry, computer terminal operation, or cashiering experience. Working knowledge of common third party payor protocols especially managed care. Any equivalent combination of education and experience.
Skills: Ability to deal with money (currency, checks, and credit cards) in an accurate manner. Excellent interpersonal skills for interaction with patients, physicians, and other clinic staff. Ability to complete efficient and accurate data entry at a computer terminal. Ability to operate standard office equipment: copier, printer, bar coder, computer terminal, fax machine. Ability to understand basic ICD-9 and CPT coding principles.
*Requirements reflect the minimum level necessary to be eligible for this position. Equivalent combinations of education and experience may be considered
CUSTOMER SERVICE PERFORMANCE EXPECTATIONS: Courteous and helpful behavior towards patients, physicians, coworkers and external customers; professional and efficient verbal and written communications; accomplishing tasks through teamwork and initiative; and ensuring a timely and thorough response to complaints and/or critiques, and anticipating the needs of all you come in contact with.
Specific Duties and Responsibilities
Greets patients at the Pre-Arrival desk upon arrival to the floor. Pre-arrives the patient in EPIC and provides any forms necessary for the visit and asks the patient to have a seat to fill them out. Checks patients in for scheduled appointments and confirms that the current demographic and insurance information in EPIC is correct. Any changes to demographic information are made and any insurance change to be made and arrives each patient in EPIC. Collects flat co-payments and payment for any previous outstanding balance in PCIS and prints appropriate receipt. For new patients, distributes medical questionnaires, if required, for completion by the patient. Assists with maintaining order of waiting area. Assists patients by interacting with nursing staff concerning wait times and delays in scheduled appointments
Schedules follow-up appointment(s) for patients in accordance with established USFPhysicians’ Group Service Standards and physician policies and procedures using EPIC
Checks out patients by verifying the accuracy. May enter some charges into GE based on data indicated by the physician on the encounter form in accordance with appropriate CPTand ICD-10 coding procedures. Reviews charge routers to insure the information is correct and releases the charges. Addresses and resolves any Front Desk TES edits.
Enters paid for today and received on account batches into cash drawer reconciliation program to balance the day’s receipts. Balances and closes TES and BAR batches each day before end of shift.
Advises patients regarding their financial and/or managed care responsibilities and explains co-payment collection or the third party billing process, based on the patient’s financial status classification (FSC). Advises established patients on their account status/managed care requirements and obtains assistance for them from the appropriate financial specialist as necessary.
It is the policy of this corporation to provide equal employment opportunity based on demonstrated experience, knowledge, skill, interest and other job-related factors, without regard to factors of age, sex, race, color, religion, national origin, disability, marital status or veteran’s status.
https://usfpgcareersource.health.usf.edu/postings/16021/pre_apply
