Surgery and Specialty Scheduling Technical Assistant

This role will work a Split Schedule supporting both Plastic Surgery and Otolaryngology at the HealthPartners 401 Specialty Center in St. Paul and Woodbury Plastics Clinic.

REQUIRED FOR SURGERY SCHEDULING TECHNICAL ASSISTANT ROLE:

• High School Diploma or GED

• Meets one of the following:

• Two years post secondary education which includes course work in business operations, healthcare or customer service

• Graduate of a technical, business or community college as a medical receptionist/secretary, medical office assistant or similar training program

• Three years experience as a medical receptionist, healthcare billing or coding representative, healthcare customer service position or similar experience

• Two years customer service, medical or business office experience

• Two years computer experience, which includes demonstrated knowledge of online insurance eligibility systems, Microsoft Word, Microsoft Excel or similar programs

• One year demonstrated healthcare electronic registration system and insurance skills

• Demonstrated knowledge of insurance terminology

• Demonstrated knowledge of insurance products, including Preferred Provider Organization, Managed Care, Medicaid, Medicare, Third Party Payors, Work Comp, etc.

• Familiarity with medical coding systems (ICD 9 & CPT)

• Demonstrated telephone, written and oral communication skills

• Demonstrated strength in managing complex customer relations

• Demonstrated independent problem solving skills

• Demonstrated skill utilizing computerized medical records

• Demonstrated skill in organizing and prioritizing work with multiple interruptions

• Demonstrated ability to handle confidential information with discretion

• Demonstrated ability to be accurate and attentive to detail

REQUIRED FOR SPECIALTY SCHEDULING ASSISTANT ROLE:

• High School diploma or GED.

• Two years experience with various computer systems or training in medical office setting or other business setting using registration or scheduling systems.

• Two years computer experience, which includes demonstrated knowledge of Microsoft Word, Microsoft Excel or similar programs.

• Ability to communicate effectively with supervisory staff and physicians.

• Ability to prioritize and manage tasks independently to meet physicians' scheduling needs.

PREFERRED QUALIFICATIONS:

• Two years HealthPartners experience to include any of the following:

• EPIC registration

• Working in a surgical clinic setting

• Billing department

• Working knowledge of insurance to include coordination of benefits, referral requirements, prior authorization process and billing processes and protocols

• Experience with computerize scheduling and registration.

PHYSICAL REQUIREMENTS:

Ability to sit and use a telephone and computer for prolonged periods of time. Oral and written communication with customers requires adequate speech, vision and hearing. Proficiency in English, adequate handwriting and manual dexterity skills are required. Ability to bend, stoop, reach or twist.

POSITION PURPOSE:

Service excellence is to be centered on patient care and patient relationships and is the responsibility of all employees. Teamwork is the norm and all employees will be held accountable to work as effective team members. The Surgery Scheduling Technical Assistant position is responsible for accurate, efficient, and timely surgery scheduling for the HPMG and contracted surgeons. This may include multiple specialties and locations. Keeping the patient, provider and other key individuals and departments informed during the process is a customer service priority. This position ensures the pre surgical financial/insurance requirements are completed for appropriate revenue collection. Requires coordination of all pieces in the surgery scheduling process to ensure a positive and successful outcome. The Specialty Scheduling Assistant manages the technical aspects of the clinic templates; ensuring provider needs are met within the guidelines or HPMG and/or department scheduling requirements. This position is responsible for keeping templates updates, as system or provider changes occur, and coordination changes with clinic staff and/or Appointment Center staff.

ACCOUNTABILITIES:

Surgery Scheduling Technical Assistant:

1. Interviews patient in person or over the phone

   1. Updates demographic and insurance coverage on EPIC Prelude

b. Discusses OR scheduling options

1. Works closely with all parties involved with the surgeons' availability for operating room times.

   1. Communicates with appropriate staff regarding surgeons' time off.

   2. Maintains an online calendar of surgeons' time off

2. Contacts multiple facilities to schedules surgeries (OR) for assigned surgeons providing:

   1. Patient demographic information

   2. Diagnosis

   3. Type of procedure

   4. Type of surgery

   5. Length of case

   6. Anesthesia preference

   7. Equipment requirements

3. Contacts appropriate departments to schedule preoperative appointments.

   1. Ancillary testing

   2. History & Physical

   3. Specialty care

4. Distributes relevant brochures, pamphlets, forms, etc. to patient.

   1. Explains logistics of surgery process, time, preparation, etc. as needed

   2. Refers patients to appropriate staff to address medical questions

5. Consistently documents and retains accurate records via online system or paper format.

6. Follows up daily on cancelled or rescheduled surgeries and appointments keeping all parties

informed.

1. Troubleshoots errors and miscommunication with physicians, lead clinic staff and administrative

staff, involving department supervisor for support to resolve.

1. Performs insurance verification via computer and/or telephone as needed.

   1. Validates continued Medicaid eligibility prior to surgery

2. Obtains referral and/or authorization requirements per insurance guidelines.

   1. Fax form, dictation, prior auth letter, etc. to appropriate location

   2. Track status of request

   3. Document approval or denial on EPIC Account Note

3. Notifies and collaborates with appropriate financial staff on all self pay patients.

4. Verifies via online system or phone that patients have completed their History & Physical

appointment.

1. Utilizes and updates online and paper reference tools pertinent to job.

2. Facilitates timely and accurate flow of communication

   1. Answers telephone within established service standards and responds appropriately.

   2. Takes and relays messages requiring follow up.

   3. Notifies appropriate individuals to assist in resolving complex surgery scheduling issues.

3. Accurately utilizes the Automated Call Distribution phone system.

4. Participates in various educational, staff and training meetings.

5. Uses creative and innovative thinking skills to solve service related problems.

6. Performs related duties as assigned.

Specialty Scheduling Assistant:

1. Designs, builds and maintains provider templates.

• Has responsibility for designing, building and maintaining provider and other resource templates, in accordance with department and medical group policies.

• Ensures template designs are accurately reflected in Undernet information informing appointment center and/or clinic when changes are required.

• Follows established procedures to ensure all schedule requests are reflected in the computer system in timely fashion.

• Coordinates the building of monthly schedules for approximately 200 providers, ensuring all schedule are "built-out" in accordance with departmental and medical group policy.

• Maintains knowledge of current department and medical group policies related to scheduling.

• Maintains technical skills in templating and appointment scheduling, as required to manage the scheduling functions of the clinics.

• Analyzes change requests to ensure scheduling guidelines are met and provider scheduling requirements are fulfilled.

• Collaborates with HPMG project staff to design improvements to physician schedules that will enhance ability to meet patient access goals and achieve consistency across enterprise-wide departments.

• Works with provider and clinic staff to educate them on available functionality of scheduling system, ensuring most effective use of scheduling tools to support scheduling needs.

1. Coordinates Provider Calendars for Clinic Activity.

• Coordinates the collection and flow of a variety of scheduling information including provider time-off, change of clinic requests, and "make-up" clinic requests.

• Provides nurse supervisor with monthly provider and clinic calendars, (two weeks prior to the beginning of each month) as required for staffing.

• Communicates and coordinates with Clinic Supervisor regarding the canceling/rescheduling of patients due to clinic schedule changes initiated by provider.

1. Provides reports and/or communication to clinic management regarding scheduling information.

• Uses data to provide reports on provider cancellation rates, distributing information to clinic management.

• Revises existing scheduling reports and/or designs new reports as to support clinic activities.

• Provides reports to clinic management to support Improved Access initiatives.

1. Physician and Clinic Scheduling Information

• Responsible for communicating provider changes (new adds, or existing provider status changes) to database administrative support to maintain accurate provider information throughout medical group and hospital databases.

• Responsible for regular review of department physician masterfile lists and clinic scheduling guidelines to ensure accuracy in databases and for administrative support. Updated information must be communicated to Medipac and Epic database administrators, Physician Services and/or Call Center.

1. Contributes to Performance Improvement Activities of Clinical Scheduling

• Is responsible for understanding overall clinic scheduling practices, and serving as expert resource to physicians and supervisors regarding scheduling tools.

• Participates in Appointment Center Status Meetings and/or other workgroups to provide information on templates, and work with appointment center and clinic staff to provide most effective scheduling solutions.

• Meets regularly with supervisors to inform them of scheduling issues and to help problem-solve to improve clinic scheduling functions.

1. Manages Call schedule for assigned departments

• Accurately manages Call schedule for all active physicians in departments.

• Distributes Call schedule to appropriate staff.

• Follows guidelines and rules on Call schedule.

1. Performs Related Duties

• Provides administrative support to Clinic Services Department, providing assistance with training schedules, backup support for clinic users' scheduling system questions.

• Participates in projects relating to provider schedule coordination.

• Prepares reports and/or assists with data collection for ad hoc department projects, as available.

• Schedules depositions and sends out invoice.

• Performs other duties as assigned.