Job Description

POSITION SUMMARY:                               

This position is responsible for coordinating and scheduling patient surgical appointments in accordance with established protocols and in a timely and efficient manner. Duties include collaboration and communication with patients, providers, clinic staff, and hospital staff.

ESSENTIAL RESPONSIBILITIES:

• Act as liaison between the patients, providers, medical assistants, hospital OR scheduling department and surgery center OR scheduling department involving ordered surgical procedures.
• Review all ordered procedures in CPS while working with the Pre-certification team, and Coding team to ensure codes are accurate, correct, and billable.
• Flag MA/Provider regarding questions on surgeries needing to be scheduled.
• Schedules, coordinates, and reschedules new and existing surgical procedure appointments while following policies and protocols required by NMOA, PHS, Lovelace and NMSCO
• When needed, ensure medical clearances are discussed with the patient. Document in the patient’s charts once obtained.
• Provide pre- and post-operative instructions to patients prior to the procedure.
• Schedules pre-op and post-operative appointments with the patient.
• Answers telephone, flags, portal, and Teams messages. Screen calls, take messages, and send messages when necessary.
• Updates patient records when necessary.
• Sends flags to Pre-Cert team to obtain benefit verification and to obtain authorization.
• Re-verify per schedule in EMR and with the Pre-Cert team as needed to assure the surgery has been authorized prior to the patient’s surgery. Adheres to company policies as described in employment handbook and company work rules.
• Maintains confidentiality of patient account information in accordance with HIPAA guidelines and NMOA policy.
• Attends staff meeting and others as required.
• Exhibit regular and reliable attendance
• Performs any other duties as assigned.

SUPERVISORY RESPONSIBILITIES:  N/A

KNOWLEDGE, SKILLS, AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Exceptional customer service skills.
• Knowledge of current basic medical terminology, coding, eligibility and prior authorization knowledge and office procedures.
• Strong computer and phone skills, including multi-line phones.
• Ability to establish and maintain effecting working relationships with staff, co-workers, patients, and vendors.
• Ability to effectively communicate with multiple departments to facilitate a seamless process for the patient.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, decimals and percentages.
• Ability to understand, read, write, and speak English. Ability to understand and speak Spanish preferred.
• Ability to read, analyze and interpret medical information, technical procedures and/or general business information.
• Ability to recognize and define problems, collect data, establish facts, draw conclusions, and correct errors.
• Ability to interpret a variety of instructions in a variety of forms and deal with abstract and concrete variables.
• Ability to handle multiple simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner.
• Understanding of healthcare regulatory and compliance policy (e.g., HIPAA).
• Knowledge of New Mexico Orthopaedics policies and procedures to include Business Office Standards and Recommended Practices.
• Ability to identify and implement opportunities to improve the performance of the department.
• High integrity, including maintenance of confidential information.
• Patience in high stress situations and handle confrontations with poise and efficiency.
• Ability to work a flexible schedule, including some evenings and weekends.
• Willingness to be assigned to or transferred to any clinic location, depending upon business need.

EDUCATION AND/OR EXPERIENCE:

High School Diploma or GED and two years of relevant experience. Medical Assistant, Pre-verification or medical scheduling experience in a medical office setting is preferred.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

None required.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; or smell.  The employee must occasionally lift and/or move up to 20 pounds.  Repetitive motion of upper body required for extended use of computer. Requires vision correctable to 20/20 and hearing in the normal range for face-to-face and telephone contacts.

Works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts.

The noise level in the work environment is usually moderate.

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