This job supports Mercy's philosophy of patient centered care by presenting excellent customer service to patients and providing clerical support to a MercyCare provider.
Integrity – We adhere to a code of ethics that emphasizes honesty, sincerity, and being open through both our words and actions at all times. We strive to always do the right thing for our patients, families and coworkers.
Compassion - We believe everyone at Mercy is a caregiver. We treat all patients and families with the utmost respect and compassion. We deliver our care and services with kindness and empathy to help alleviate suffering.
Accountability – We accept responsibility for our actions and performance.
Respect – We honor and value the individuality, spirituality and diversity of our patients, families and coworkers by treating them as we and they would want to be treated.
Excellence – We are committed to being patient centered by providing responsive and personalized care to ensure the best possible outcomes in a safe and holistic environment. We provide superior service and quality by going the extra mile for our patients, their families and our coworkers.
Job Duties/Essential Functions
Answers the telephone and disburses calls in a friendly, prompt and professional manner. Conveys messages accurately and appropriately.
Schedules, cancels, reschedules and confirms patient office visits in an accurate manner and according to office scheduling procedures.
Retrieves and disburses messages from answering service/machine and facsimile machine, including RightFax.
Opens, dates and distributes incoming mail and answers routine correspondence.
Collects deductible/co-insurance, co-pays or balances at time of service using EPIC and Virtual Merchant, according to organizational targets.
Balances entry of charges and payments with the daily report and makes corrections as needed, including voiding payments and notifying recon and manager.
Maintains and accurately balances cash drawer on a daily basis.
Schedules tests and procedures ordered by the provider and completes associated paperwork, including Lab and X-ray.
Scans information into media as needed including, test results, physician referral reports (and links to original order), and other correspondence to patient record for review.
Enters charges, as needed and payments made at time of service timely, accurately and according to defined policies.
Handles routine billing questions as they arise and forwards questions requiring research to the financial counselor.
Responds to medical record requests in a timely manner to include requesting information from the Health Information Management department.
Registers the patient in Epic upon arrival and collects accurate demographic information, completes "checklist", and does not bypass stops.
Collects accurate insurance information, puts in correct filing order, asks MSPQ, scans in insurance cards and ID's, utilizes RTE and external websites to verify.
Collects worker's compensation billing information, pulls up protocol form portal, and collects protocol information if protocol does not exist.
Discusses Care Everywhere/transfer of medical records with the patient and obtains proper patient consent in accordance with HIPAA.
Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.
Department Specific Duties
Knowledge, Skills and Abilities
Word processing/computer knowledge required.
Medical terminology and coding background preferred.
Effective communication skills.
Knowledge of insurance carriers and their eligiblity requirements (including Title 19 and Medicare).
One year experience in a medical office environment preferred. Two years customer service experience preferred.
High School diploma or GED required.
Licensure, Certification, Registration