Provides direct supervision of staff within the Pre-Service Center. Assists in the management of daily
Supervises staff, evaluates work and current state results, monitors staff time and recommends and implements corrective actions. Independently suggests new approaches for performance enhancement and improved productivity. Identifies, quantifies and monitors account detail or workflow processes for barriers. Makes process improvements or initiates courses of action for problem resolution. (20%)
Uses problem solving skills and planning abilities to diagnose and solve root process, payer and system issues impacting revenue cycle objectives. Addresses team barriers, process flow or productivity issues. Completes employee performance evaluations, monitors attendance and provides disciplinary action as necessary. (20%)
Organizes, delegates, monitors and measures special projects to ensure they are completed timely and accurately. Provides formal feedback on project results to management. (20%)
Independently leads initiatives as assigned by management, coordinating task teams or other forums to deliver results as identified and/or determined by leadership. Provides formal updates and closure. (15%)
Performs scheduling and preregistration duties including patient demographic validation, insurance benefit verification and coordination of benefits order. Excels in all areas of pre-service including scheduling, preregistration/registration, financial clearance and insurance verification, and check-in and financial collections. Trains and leads team members. (15%)
Delivers a positive patient experience in all encounters. Performs any written or verbal communication necessary to exchange information with designated contacts promoting effective working relationships. Resolves patient issues in a concise and informative manner. (10%)
Adheres to AHN organizational policies and procedures for relevant location and job scope.
Performs other duties as assigned or required
Model excellent patient care by respecting, engaging and enthusiastically meeting or exceeding all patient needs, including processing orders in person and by phone, directing patients to products and merchandise and referring appropriate questions concerning prescriptions and over the counter medicine to the pharmacist.
Maintain a neat and clean work environment in order to ensure that company and government requirements are met.
Assist team members with tasks to ensure department runs efficiently.
Use the pharmacy computer to complete all actions necessary in order to maximize efficiency and provide optimal patient care at drop-off, will call, drive thru, phone, filling and order receiving, including but not limited to: searching for patients and profiles, determining dates of fill and pick-up, determining prescriptions sent to Central Fill, quoting cash prices of prescriptions, checking on-hand counts of medications and entering invoices.
Assist team on actions plans in order to improve outcomes using knowledge of all appropriate service and business metrics.
Assist in the execution of all company initiatives and programs.
Complete required training program and accompanying exams.
Follow all company, state and federal policies, laws and regulations, including HIPAA and Pseudoephedrine sales.
Transcribe data from prescriptions accurately in order to generate a custom label for the customer.
Assist with maintaining proper inventory levels by ordering, receiving, stocking and rotating drugs and other supplies per company policy and procedure.
Answer telephone in a polite and timely manner, ensure accurate information is exchanged and the customer is satisfied.
Resolve customer questions and concerns by communicating effectively with the customer and the management team and support staff in an efficient manner.
Input patient information into the computer to initiate a medical record and a bill.
· Obtain and update demographic, next-of-kin, and insurance information, including referrals/authorizations on all patients as needed.
· Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
· Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
· Collect and record patient payments at time of service. Respect patient confidentiality and withholds restrictive information according to HIPAA guidelines.
· Schedule patient appointments in accordance with UPMC and department-specific guidelines.
· Assist with administrative duties in the office including but not limited to scanning of medical records and faxing.
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