Case Management Specialist, MRI in Gahanna, Ohio at Orthopedic One

Position Summary: This position is responsible for all front desk duties, including but not limited to greeting patients, collecting co-payments, managing patient billing/insurance records, updating notes in the patients’ EMR, and other office duties as assigned.

Responsibilities/Accountabilities:

Customer Care:

1. Greets patients upon arrival in a prompt, polite and helpful manner.
2. Directs patients within clinic and notifies clinical staff as needed.
3. Answers patient questions and responds professionally to patient concerns, i.e., pleasant tone of voice, smile, uses courteous language, etc. with HIPAA compliance in mind.
4. Prepares applicable paperwork for upcoming patient appointment and assists with registration paperwork when necessary.
5. Answers phones and schedules, reschedules, and cancels appointments for patients.
6. Contacts new patients prior to appointments for pre-registration information.
7. Monitors Talk Soft (automated call reminder system).
8. Scans, copies, and faxes documents, orders office supplies, and performs other miscellaneous office duties as needed.
9. Checks completed MRI reports for accuracy and move reports to EMR. Triage physician, secretary or physician assistant.
10. Performs other tasks as assigned by management.

Pre-certification:

1. Uses insurance list to confirm Orthopedic One participation with patient insurance.
2. Obtains authorization/ notification for all scheduled tests and enters authorization/ notification into patient charts.
3. Scans and completes authorization/ notification information in EMR.

Check In:

1. Accurately and efficiently checks patients in by collecting/verifying patient and insurance information required to update information in EMR.
2. Takes care to ensure correct patient identification.
3. Updates patient upon arrival when physicians are running behind schedule and helps facilitate rescheduling of appointments if necessary.
4. Updates the patient status in the EMR system.

Co-Pays:

1. Collects co-payments and/or account payments according to insurance plan information and type of service.
2. Collates all copays and completes associated documentation.
3. Balances at end of work day to include reconciliation of monies taken matches EOD report and credit card settlement.

Customer Service and Communications:

1. Communicates with patients, insurance carriers and other outside entities in a professional manner. Identifies solutions and responds professionally to patient concerns, i.e., pleasant tone of voice, courteous language, etc. Uses appropriate grammar and demonstrates tact and diplomacy in patient interactions, by phone and in person.
2. Diffuses negative situations with patients and maintains a pleasant and professional tone during stressful circumstances and heavy workload.
3. Communicates with staff members in a professional, pleasant manner; Shares information relevant to work, no gossiping or disparaging remarks, accepts work without complaint or provides reasons why assignment is unmanageable, asks and answers questions related to improving department performance.

Teamwork:

1. Works cooperatively with coworkers, providers, and management.
2. Shares knowledge and insights with co-workers in a constructive manner.
3. Willingly provides coverage to department, staying beyond scheduled ending time when clinic schedule demands it, volunteering to cover time off or unexpected absences, maintaining workflow in department without direct supervision.
4. Addresses conflicts with person directly before involving manager or uninvolved peers.
5. Is considerate of others with regard to taking breaks or meal periods, use of computer and telephone, and noise in department.

Policies and Procedures:

1. Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents.
2. Provides assistance and support to leadership in implementing policies and procedures as necessary.
3. Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs.

A high school diploma/GED required. Previous experience in a medical office is preferred.