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. Answer patient questions and respond professionally to patient concerns, i.e., pleasant tone of voice, smile, use courteous language, etc. with HIPAA compliance in mind.
2. Answer phones and schedules, reschedules, and cancels appointments for patients.
3. Monitor Talk Soft (automated call reminder system).
4. Scan, copy, and fax documents, order office supplies, and perform other miscellaneous office duties as needed.
5. Perform 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.

Co-Pays:

1. Collates all copays and documents co-pay information in chart.

Customer Service and Communications:

1. Communicate 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. Diffuse negative situations with patients and maintains a pleasant and professional tone during stressful circumstances and heavy workload.
3. Communicate 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.

Basic to intermediate computer skills; Excellent customer service skills; Task oriented; Great organizational skills.

Attention to detail; Great interpersonal and communication skills; Able to complete tasks and job duties in a timely manner with little supervision; Basic knowledge of medical terminology.