Telephone Dispatch Operator (PRN) - New Orleans East Hospital
Your job is more than a job.
Your Everyday
- Greets patients, guests, and family members.
- Schedules patients for services with appropriate provider at appropriate locations and desired time when possible, ensuring accuracy and timeliness.
- Analyzes current patient information to determine if an account already exists so as not to duplicate records.
- Creates an account for all patients who call for services or who present for services, including walk-in, non-scheduled, and emergency services according to the registration policy.
- Registers patients by entering accurate demographic, financial class, insurance information; makes revisions to systems immediately as errors are recognized.
- Activates scheduled accounts that have been set-up for the patient according to the registration policy.
- Resolves work queue errors in an accurate and timely fashion.
Ensures all required forms are completed and other paperwork/documents are gathered and accurate:
- Requests and documents patient demographic, insurance, guarantor, Medicare Secondary Payor, and Primary Care Physician/Referring Physician information and validates against the current system.
- Ensures patient/guarantor sign all applicable documentation, such as consents and financial assistance application.
- Scans ID’s, insurance cards, orders, authorization information, etc. to the patient’s account once the information is validated for accuracy.
- Performs insurance verification tasks, including running automated eligibility response at the point of service to ensure active coverage and completing notification of admission with the insurance company within the established timeframe.
- Completes messages for providers as needed using the In-Basket messaging system, ensuring that all information contained in the message is accurate.
- Updates Electronic Medical Record with documentation to communicate any information related to the status of a patient account.
Performs financial analysis of each case and informs the patient of financial responsibility:
- Identifies patient copayment and reminds the patient of the collection process at the time of the visit. When applicable, will inform the patient/guarantor of liability due, including prior balances and estimates for scheduled service.
- Attempts to collect payment at the point of service for both copayments and residual payments.
- Provides patient information on LCMC’s financial assistance programs and/or refers patients to financial counselors as needed.
- Maximizes point-of-service collection, meeting established registration collection goals.
Provide excellent customer service to all patients, guests, and family members and internal and external team members/customers:
- Promotes a customer-centered experience by performing all functions in a warm and courteous manner to patients, family members, providers, and all visitors of the organization.
- Answers incoming calls and warm transfers calls to appropriate areas of the department/clinic/hospital.
- Provides directions to applicable areas of interest whether over the phone or in-person.
- Schedules and reschedules appointments for patients as needed.
Balances the cash drawer daily and prepares the cash long at the end of the shift when applicable:
- Balances the cash drawer daily and accounts for shortages/overages/account posting errors.
- Makes debit/credit adjustments as necessary; forwards necessary backup documents to lead and/or general accounting for review.
- Makes department copies and reports unreconciled monies/deposits to the supervisor.
- Follows the facility cash drawer policy as applicable.
- Completes and meets all job-related facility-specific LCMC requirements.
The Must-Haves
- Required: High School Diploma/GED or equivalent OR 2 years of work experience.
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