Patient Experience Representative- Scheduling Specialist

About the position

The Patient Experience Representative - Scheduling Specialist is responsible for creating and managing surgery schedules for providers, including in-office procedures and equipment. This role involves coordinating with patients, providers, and hospital staff to ensure smooth scheduling and authorization processes, while also addressing any patient inquiries regarding surgery procedures.

Responsibilities

• Create and manage provider's surgery schedules, including in-office procedure schedules and equipment.
• Maintain changes or cancellations of surgeries for rescheduling and clinical follow-up.
• Use provider power plans to ensure all necessary orders are proposed, signed off, and sent for hospital orders.
• Meet with pre-op patients to explain the surgery process.
• Obtain authorization for surgeries and hospital procedures by researching coverage and obtaining prior authorization.
• Verify eligibility and benefits for surgeries and procedures.
• Coordinate referrals for patients going out of network.
• Act as the point of contact for surgery authorization questions.
• Obtain proper CPT codes from providers for authorization.
• Propose iCentra requirements to create a pre-surgical FIN# and surgical scheduling card for the hospital scheduler.
• Coordinate with providers to ensure all necessary surgical/procedure equipment is requested.
• Call in surgical/procedure orders for providers the day before cases.
• Meet with surgery/procedure patients to explain the process, including pre-op labs and tests.
• Coordinate with providers and medical staff on pre-operative health concerns for patient safety.
• Scan and document processes in patient charts and relay cost estimations.
• Investigate billing disputes for surgery/procedure.

Requirements

• Two years of medical registration, billing, collection, scheduling, or insurance experience.
• Two years of customer service experience.
• Working knowledge of word processing, spreadsheet, email, and calendaring programs.

Nice-to-haves

• Associate's Degree from an accredited institution.
• Two years at Intermountain Health as a PSR, MA, or similar position.
• Two years of experience working with patient access or extensive knowledge in the health insurance industry.
• EMR experience.
• Bi-lingual - Spanish speaking.
• Knowledge of medical terminology.
• Versed in CPT/ICD codes.

Benefits

• Comprehensive benefits package covering a wide range of wellness programs.
• Commitment to diversity, equity, and inclusion.