Virtual Care Patient Service Representative

Marshall Health Network is seeking a full-time Virtual Care Patient Service Representative.  Performs duties of answering calls to virtual care call center, notifying providers, registering and scheduling patients into the provider’s office EMR, starting and troubleshooting visits with providers and patients.    Duties include registration, scheduling, charge entry, answering phone, filing, medical records, and pre-certifications and performing other duties as required or assigned.

Marshall Health Network System Specific Duties and Responsibilities:

·         Receive calls and serve as intake staff for Tele- Urgent care

o    Obtain patient demographic information, insurance information and reason for consult.

o    Register patient in EMR

o    Collect Co-pay via credit card payment

o    Contact provider on call

o    Send patient and provider telehealth invitation links according to workflow

o    Close out all tele Urgent care visits for billing at end of shift

·         Receive calls from spoke facilities for inpatient consults

o    Obtain patient demographic information, insurance information, reason for consult

o    Register patient in EMR

o    Notify provider on call

o    Facilitate physician visit if needed – gather information, coordinate time for consult, provide technical assistance

o    Send physician documentation to originating site medical record in a timely manner.

·         Facilitate telehealth scheduled office visits, supporting physician offices by providing technical support, patient, and provider education, starting and testing visits as indicated.

·         Serves as liaison between patient and medical staff for any questions regarding telemedicine appointments and provides clarification when necessary.

·         Receive and triage calls in support of Remote Patient Monitoring program.  Troubleshoot technical questions and refer clinical questions to clinician.

·         Receive calls for information and refer to appropriate department or clinician for post discharge transitional care management or chronic care management.

·         Coordinates telehealth referrals by sending appropriate records and information to consulting physicians.

·         Answers telephone calls by stating location and name using correct scripting directs calls appropriately.  Takes appropriate message for providers and nursing staff.

·         Schedules telehealth appointments and pre-registers patients in practice management system.

·         Schedules appointments for outside physicians, ancillary testing and hospital tests

·         Contacts physician(s) and or NP/PA with consultation requests.

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·         Secures patient or representative signature on proper forms.  Ensures telehealth consents are completed and scanned into EMR

·         Data entry/posting of department visit charges, adjustments, and payments collected at the time of service.

·         Responsible for end of day balancing of charge, payment and adjustment charge entry daily.

·         Obtains pre-certifications for tests as appropriate.

·         Collects, verifies and enters all demographic and insurance information used for patient care and billing.  Secures and completes all necessary information pertaining to patient status.

·         Assists and verifies insurance benefits, enters insurance policies and address information, pre-cert and treatment authorizations when applicable.

·         General filing, data collection and data entry,

·         Performs other duties as required or assigned.

·         Reports on the job as scheduled.

·         Follows all standard safety precautions.

·         Maintains confidentiality

·         Follows the standards of conduct and policies and procedures of St. Mary's Medical Center and applicable laws and regulations and reports violations through the appropriate chain of command.

·         Annually completes required competency assessments.

·         Utilize appropriate measures to promote and maintain patient safety.

·         Makes decisions which include using the age of the patients treated when appropriate.

·         Demonstrates knowledge of operation to include but not limited to the required unit specific equipment/procedures.

·         Demonstrates knowledge of on-going unit specific performance improvement activities.

Education:   High School graduate or equivalent required.  Business training, computer training, CPT/ICD training, and medical terminology preferred, but not required.

Experience: Some experience in a medical department or hospital preferred.

Certifications/Skills: Ability to type and use a computer.  Pleasant personality for meeting the public in all situations with tact and poise.