Patient Services Coordinator IV

Work Schedule: FT Monday - Friday, 8 am - 5 pm. (On-Site)
Location: General Surgery Specialists - 1725 New Hanover Medical Park Drive Wilmington, North Carolina 28401 

Department: General Surgery

Responsible for processing referrals at least 50% of the time and/or performing Dimensions super-user functions such as practice support with EPIC or working the miscellaneous work queues.

Responsible for processing referrals at least 50% of the time and/or performing Dimensions super-user functions such as practice support with EPIC or working the miscellaneous work queues.

• Education: High School Diploma or GED, required.
• Experience: Three years of experience in a medical office setting, required. Other related experience may be considered in lieu of medical office experience.
• Additional Skills (required): Knowledge of medical office software for the following: updating patient demographic information, posting charges, copays, and scheduling patient appointments. Requires understanding of CPT and ICD9-CM coding processes. Requires excellent verbal communication skills. Must be able to work with changing priorities. Requires excellent organizational, problem solving and critical thinking skills. Must be able to interact with individuals of all cultures and levels of authority. Requires the ability to maintain confidentiality. Must be able to function as part of a team. Must possess initiative. Basic medical terminology required, knowledge can be obtained through formal classes or work experience. High level of working knowledge of EPIC systems. Detailed knowledge of multiple payors billing requirements. Familiarity of coding requirements for practice specialty.
• Additional Skills (preferred): Proficient in the use of all computer software utilized in the practice.

•  Referrals: Processes referrals, obtains all necessary information from the patient and provider to ensure accuracy and completeness of referral. Explains, if necessary, insurance carrier guidelines for referrals to patient. Schedules the referral appointment or gives the patient the information necessary so they can schedule the appointment at the referring physician’s office. Communicates complete and accurate information to the patient.
• EPIC Super User: Proficient in Epic technology and workflows. Provides on-site support and training for new employees or additional training for those that need more hands-on support. Serves as a liaison between clinic and Dimensions team. Communicates general updates and special communications that come from Dimensions. Acts as a positive change agent.
• EPIC and Work Queue Audits: Responsible for resolving Work Queues in Epic including, but not limited to: Follow Up; Claim Edit; Charge Review (Audit and Review); Missing Guarantor. Resolves work queue errors & denials through research and analysis by reviewing chart and office notes, pre-authorizations, hospital documents, etc. Researches and analyzes denials, corrects errors to ensure charges captured and processed and goals for site errors is met or exceeded. Responds to patients and staff for billing and insurance questions. Ensures charges drop for claims processing. Works closely with practice coder in resolution process. Responds to requests from practice Revenue Cycle Advocate. Serves as resource for front desk registration to ensure accuracy on insurance information. Resolves patient billing concerns. Assists providers in charge capture when necessary.
• Teamwork and Communication: Works within a team to achieve patient and team goals. Shares and initiates regular and professional communication with co-workers. Participates in regular staff meetings. Works as a team member to identify areas of improvement and actively participates in the improvement process.
• Human Experience: Show courage through creating and sharing innovative ideas to improve the experience for both patients and peers. Round on patients to create meaningful connections and keep patients informed of visit details (delays/wait times). Model the experience principles through consistently engaging in Always Event behaviors and viewing feedback through the patient lens. Recognize and value the unique differences and similarities in both our team members and patients to create an inclusive environment where diversity is celebrated. Explain all processes to patients in plain language and utilize teach back to ensure understanding. Know and model the mission, vision and values, and how they relate to role-specific responsibilities. Model our people credo through a passion to care for each other, our patients and our communities.