Under general direction and according to established policies and procedures, answers incoming calls and initiates outbound calling for the assigned department to include physician/program/patient satisfaction surveys and pre-appointment/scheduling reminders. Provides tele-health services including, but not limited to, physician, diagnostic, program appointment scheduling, physician specialty consult line requests and educational classes/seminar schedules. Responds to inquiries and/or refers the caller to the appropriate physician, department or program based on information provided by the caller. Identifies calls of a serious/urgent nature and directs them to an urgent/emergent care environment or Triage function as appropriate. Interprets customer needs and utilizes a computerized database to assist in arranging for resources to achieve customer satisfaction. Utilizes existing database marketing identifiers as a tool to aid the patient in more effectively achieving quality of life through enhanced/managed care assistance by properly identifying related support programs and treatment options. Collects and verifies all necessary demographic insurance and related data. Verifies insurance coverage and benefit levels, obtains and analyzes necessary authorizations and referrals, and calculates estimated patient liability for call transactions. Explains how to complete appropriate forms to patient and/or family to ensure the necessary consent forms and patient signatures are obtained. Provides financial counseling services to assist patients in identifying and obtaining payment sources. Completes charge entry, reviews, monitors and reconciles patient accounts to ensure accurate billing production. Ensures compliance with third party payor requirements. Reconciles and corrects user specific reports. Establishes and maintains contacts with DMC representatives and physicians office staff in order to become familiar with their needs and concerns through the Physician Liaison Program. Generates database, word processing and spreadsheet marketing reports. Maintains patient service records and conducts routine database profile updates, data management/accuracy audits, and inter-departmental synchronizing of frequently changing information. Participates with other members of the department in continuous quality improvements that lead to achieving and sustaining high levels of customer satisfaction. Acts as a community liaison through participation in DMC sponsored health initiatives.
1. High school diploma or equivalent. Two to five years of college level course work and/or related experience in health care field preferred. 2. Two years of experience with direct patient and/or physician contact in a clinical or administrative setting, or at least one year of experience with direct patient and/or physician contact in a clinical or administrative setting working with the same software program and customer base as the DMC Call Center. 3. Two to five progressive years of work experience in insurance, medical record, billing or related area preferred.
Job: Customer Service
Primary Location: Detroit, Michigan
Facility: Detroit Medical Center Shared Services
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2005019573
About Detroit Medical Center Shared Services
Tenet Healthcare Corporation is a diversified healthcare services company with 115,000 employees united around a common mission: to help people live happier, healthier lives. Through its subsidiaries, partnerships and joint ventures, including United Surgical Partners International, the Company operates general acute care and specialty hospitals, ambulatory surgery centers, urgent care centers and other outpatient facilities. Tenet's Conifer Health Solutions subsidiary provides technology-enabled performance improvement and health management solutions to hospitals, health systems, integrated delivery networks, physician groups, self-insured organizations and health plans.