Pt Intake/Referral Specialist
Wentworth-Douglass Hospital(WDH)

Job Info

At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.

1.Demonstrates consistent and appropriate techniques to gather information to schedule appointments and tests.
a.Answers telephone per hospital customer service standard and returns calls in a timely manner.
b.Manages daily schedule for physicians by following clinic guidelines in place related to volume, hours, availability and other related scheduling guidelines.
c.Creates and manages scheduling guidelines on clinic schedules to block specific time frames for meetings, scheduled time off, conferences, and designated time slots.
d.Coordinates new patient consults with referring offices. Obtains accurate patient demographics, insurance, medical records, images, and referrals prior to scheduling first visit. Provides copy of complete intake sheet for monthly data collection.
e.Schedules and coordinates appropriate clinic visits in IMPAC based on physician's observation order. Coordinates with primary nurse additional orders needed. Moves observation date on order as required.
f.Schedules and coordinates clinic appointments for genetic counselor visits. Provides alternate site information and coordinates appointment for patient if needed.
g.Schedules and coordinates appointments for clinics, multidisciplinary clinics, and conferences in conjunction with nursing staff. score: N/A Schedules and coordinates outside testing based on physician orders. Documenting updates in the patient's QCL. Obtains insurance pre-authorizations as needed.
h.Schedules and coordinates outside referral appointments to tertiary care facilities, palliative care, general surgery and other specialty offices. Includes review of insurance coverage limits and coordinating referrals with PCP office.
i.Schedules and coordinates Care Van rides for patients with scheduled appointments in the SCC.
j.Document in the QCL, any patients needing future appointments when physician's schedule is not available in IMPAC.

2.Demonstrates competence in performance of duties related to data collection.
.Verifies insurance information and coverage for imaging appointments and office visits. Documents authorization and referral in IMPAC for future reference.
a.Ensures all records and images are present for physician's review prior to consult.
b.Documents updates to patient scheduling via the QCL for co-workers and nursing staff reference.
c.Reviews and provides radiology with most recent safety screening questionnaire reviewed with patient and identifies concerns.
d.Monitors and updates patient creatinine. Coordinates results with Imaging Services prior to patient appointment.
e.Obtains and provides medical records with HIPAA compliant authorizations as needed to obtain medical records.
f.Collects and reviews observation orders from physicians to determine next steps in the scheduling process.
g.Runs required reports related to scheduling and billing procedures. Audits daily charges to ensure correct billing prior to export. Coordinates missing charges with coding, physician and nursing staff.
h.Compiles and coordinates daily billing information related to physician professional fees for the coding department.
i.Reviews and updates daily technical billing charges for appropriate levels and adjusts as necessary prior to daily export.
j.Assists with updating policies and procedures related to scheduling functions.
k.Provides corrective action in sharing ideas to identified issues.

3.Demonstrates competency in using computer systems, office equipment and resources to facilitate daily operations of scheduling.
.Understands and utilizes IMPAC, NexGen and Sorian to perform daily functions, tasks, scheduling, data collection and patient demographics.
a.Ability to utilize, troubleshoot and coordinate tickets with Information Systems on all equipment used such as pc, printers, fax machines, and phones.
b.Ability to utilize Microsoft Office, IMPAC, Soarian and other office or hospital issued software utilized in the SCC.
c.Ability to manipulate and manage excel spreadsheets for the use of conferences and data collection

4.Demonstrates clear and open communication with patients, physicians, clinical staff, support staff, other departments within WDH, and outside contacts.
.Clearly identifies next appointment for patient both verbally and in writing during the check out process. Provides patient with appointment card.
a.Informs patient of lab requirements prior to next visit or next scheduled diagnostic exam.
b.Coordinates all testing and appointments under the direction of the physician for all SCC patients.
c.Provides support to co-workers when in need. Assists with workload and assignments when time allows.
d.Is collaborative and respectful with departments, staff and offices in a way that supports teamwork.
e.Maintains strong working relationships with physicians and clinical staff to ensure open daily communication is taking place to enhance safety and patient care.
f.Provides patients and patient family members with outstanding customer service.
g.Provides immediate follow up to patients with questions, concerns or rescheduling needs.

5.Demonstrates organizational skills to promote a smooth functioning office.
.Files, collates, photocopies and electronically manages reference documents and procedures related to scheduling.
a.Maintains work area in a professional and organized manner.
b.Maintains a HIPAA compliant work area, related to patient documentation and verbal communication.
c.Maintains organized file of Imaging Service Orders and Screeners for upcoming scheduled diagnostic exams.
d.Assist with training and orientation of new staff to the department.
e.Informs supervisor when supplies are needed to maintain adequate par levels.
f.Assists supervisor with data collection and office support as needed.
g.Maintains organized file of Imaging Service orders and screeners for upcoming scheduled diagnostic exams.

6.Provides administrative support to identified area leader(s).
.Coordinates meetings, conferences, and schedules appointments for leader(s) and maintains appointments on electronic calendar.
a.Screens telephone callers and handles the caller's needs independently and/or refers them to appropriate individuals.
b.Takes messages and relays information to appropriate personnel.
c.Maintains work area in a professional and organized manner.
d.Creates and enhances departmental files and records.
e.Reserves conference rooms as needed.
f.Orders supplies as requested via the Lawson system.
g.As requested, attends departmental staff meetings and takes minutes.
h.Maintains expertise in Lawson, Kronos, UltiPro, eRecruit to facilitate electronic workflow.

7.Provides administrative support and coordination for all aspects of patient care for new patients.
.Coordinates new patient consultations with referring offices
a.Services as a single point of contact for both referring offices and new patients
b.Obtains accurate patient demographics, insurance, medical records, images/CDs and when applicable PCP referral
c.Schedules new patient consults based on diagnosis, acuity and provider availability. Reschedules as necessary.
d.Using the electronic record, alerts nurse navigator, financial counseling, clinical trials and registration of the new consultation.
e.Scans paper records into the electronic records as required.
f.Answers and returns calls from both patients and referring offices in a timely manner

Qualifications
Experience Minimum Required
• 3 - 5 years administrative experience in a healthcare setting
• Proficient in Microsoft office

Experience Preferred/Desired
• Medical terminology

Education Minimum Required
• High school diploma

EEO Statement
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)