Patient Connection Associate-Float Pool

JOB PURPOSE:
Responsible for serving as front-line support for the Patient Connection Center within Piedmont Healthcare. The Patient Connection Associate Float Pool is responsible for pre-registering and scheduling physician visits and moderately complex hospital services, as well as coordinating multiple resources for patient services. The PCA Float Pool will be required to be available in order to be scheduled any weekday to staff various service lines in order to provide coverage for paid time off, leave of absence and unanticipated staffing gaps.

KEY RESPONSIBILITIES:
1. Responsible for pre-registering and scheduling moderately complex procedures and coordinating multiple resources for patient services.
2. Identify patient medical record utilizing Piedmont’s process/policy Support an exceptional experience through all customer interactions by connecting caller needs with organizational resources, utilizing information from various applications.
3. Operate and utilize the Scheduler Program in the hospital computer system.
4. Respond to correspondence regarding scheduling changes/cancellations both written and oral in a timely, accurate manner.
5. Assess and prioritize requests to include communicating accurate, pertinent information to external and internal customers.
6. Maintain overall knowledge of the patient scheduling system in order to answer patient inquiries about insurance billing/payment and self-pay liability.
7. Preregister patient encounters by obtaining patient demographic and financial information for clinic, hospital and outpatient departments.
8. Support a prospective payment program by communicating organizational policies, providing estimates, financial options, explaining insurance coverage/non-coverage, communicating and collecting patient liability/co-pay.
9. Reviews orders to ensure completeness prior to scheduling. Prepares for the patient visit by verifying patient insurance, confirming benefits, reviewing medical necessity, and creating patient liability estimates. Communicates expected patient liability and collects.
10. Reviews medical necessity and creates patient liability estimates.
11. Calculates and determines financial responsibility for patients including deductibles, co-payments, and amounts covered for requested services.

MINIMUM EDUCATION REQUIRED:
High school diploma or equivalent required.

MINIMUM EXPERIENCE REQUIRED:
Two (2) years of related customer service experience.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:
None.

ADDITIONAL QUALIFICATIONS:
At least one (1) year of experience demonstrating proficiency in scheduling OR preregistering patients

At Piedmont Healthcare we embrace diverse ideas, perspectives, and skills to create a collaborative workplace where the best talent wants to succeed. We celebrate differences and recognize that they allow us to care for our community.

Piedmont is a certified Great Place to Work™- a national designation based on employee feedback about trust, workplace culture and experience. In 2019, Forbes named Piedmont one of Georgia’s 10 best employers and the highest-ranked healthcare provider.