TridentCare

• Prepare, edit and submit account billing in accordance with client contract or payer guidelines. • Ensure all invoices are submitted accurately and timely per P&P (Policy & Procedure). • Work biller related errors in error work queue. • Submit system contract/fee schedule changes when required. • Submit all required documentation with invoice. • Updates facility census changes and performs required rebilling. • Requests necessary documentation when missing from client, physician or patient. • Access clients files if necessary to verify insurance. • Address problems as they occur. • Keep supervisor advised of area or compliance issues which may lead to untimely inaccurate completion of invoice or claim. • Complete all reports according to assigned deadlines. • Verify and update insurance information every 30 calendar days.

• Preparing and submitting claims for accounts to ensure timely reimbursement • Investigating and processing refunds when warranted • Preparing, editing and submitting account billing in accordance with payer guidelines • Verifying patient’s insurance eligibility • Submitting all required documentation with claim • Updating patient demographics changes and performing required rebilling • Researching accounts and documenting follow up appropriately • Resolving account discrepancies and preparing adjustments and refunds for approvals as necessary • Maintaining accurate and complete records concerning billing activity on all accounts • Keeping supervisor advised of area or compliance issues which may lead to untimely or inaccurate completion of invoice or claim submission

• Responsible for receiving and processing customer orders by telephone • Ensure all customer requests are handled in a prompt, efficient, courteous, and professional manner • Process all customer orders in accordance with the established company standards and procedures • Make a concerted effort to listen to the customer’s needs and provide them with a positive experience • Cross trained in the other positions within the department • Handle an average of 110 customer interactions per eight (8) hour shift after 4 months in the position • Provide prompt, accurate and courteous responses to customers • Solve routine and complex problems • Document activity to the DDF system • Consistently check appropriate DDF screen for report results to call back to customer • Display the ability to enter orders manually via fax process • Display the ability to operate the phone system effectively • Adhere to work schedule • Other duties as assigned

• Contact doctors via email and phone to read cases as needed. • Notification to customers when cases are delayed with estimated completion time if known. • Monitors the delivery of x-ray reports delivered via fax. • Relays verbal x-ray results on critical findings to the ordering facility and/or physician. • Documents, research, and resolves customer issues using the computer system. • Upholds client and patient confidentiality at all times. • Maintains training manuals and disseminates new policies or procedures or changes to same. • Maintains regular consistent attendance, punctuality, and personal appearance. • Adheres to all company regulations as stated in the company handbook. • Create and manage the Support Specialists staffing schedules. • Approve and schedule PTO and Vacation requests from employees. • Train and supervise Support Specialists and assist with reviews. • Rotate schedule as needed to work with every shift to observe performance and train staff. • Answer general questions and assist other staff throughout the shift. • Provide assistance off hours by phone as needed. • Communicate with the IT department regarding the status of the systems and development and testing of new programming. • Other duties as assigned.

• Prepare, submit and follow up on Healthcare claims • Verify patient’s insurance eligibility • Resolve account discrepancies

• Facility Contracting & Quality Assurance (QA) Services analyst responsible for review and auditing of facility contracts. • Primary point of contact for contractual billing questions and/or concerns from internal/external customers. • Audits the correctness of all facility contracts and FDS entered by AMS. • Works with Sales Reps/RGM’s to obtain all outstanding contracts. • Responsible for assisting with the transition of the acquisition process, to include review of contracts, invoicing pricing and auditing the accuracy of information in appropriate systems. • Performs monthly billing audits to ensure compliance with company policies/procedures, government and contractual requirements. • Keeps the Manager of Facility Contracting & Quality Assurance advised of concerns and compliance issues. • Timely response to internal and external customers via email/voicemail.

• Completes patient medical record reviews to support compliance audits, organizational risk assessments, and ongoing monitoring activities. • Responsible for reviewing and determining that supporting documentation demonstrates performance of medically necessary services. • Supports random and focused pre-payment and post payment audits in the review of patient medical records. • Completes medical record reviews in a timely manner. • Assists to ensure all possible efforts are made to obtain appropriate internal and external patient medical record documentation to support the services provided and billed. • Supports the tracking of medical documentation received, outbound requests, and ensures all necessary information is obtained (where they exist). • Follows related policies and procedures and escalates where appropriate. • Assists in medical review related customer chart documentation trend analysis for outreach training and education opportunities. • Ensures all reasonable efforts are made to obtain appropriate external medical record documentation to support the services in question. • Ensures medical record documentation received is recorded appropriately and aids in the management of outbound documentation requests. • Assists Senior Clinical Specialist with other areas of responsibility as requested.

• This role works closely with various business stakeholders, cross-functional teams including Sales, Customer Service, Finance, IT and the Warehouse to support daily operations, identify areas for improvement, and help implement changes that drive business value. • Gathers business requirements, conducts needs assessments, and develops functional specifications to ensure that developed information technology solutions support business objectives. • Serves as a liaison between development teams and the internal/external customer or end user. • Follows an established requirements gathering process to identify requirements. • Communicates requirements to the development teams through the use of specifications, statements of work, project plans, or other forms of documentation. • Coordinates with developers, quality assurance teams, and users to test processes and ensure functionality and user acceptance. • May develop user documentation or training materials Create BRD, FRD and other business analysis documents. • Translate business needs into functional specifications for system enhancements or workflow changes. • Document current-state and future-state process maps, data flows, and system interactions. • Develop and maintain documentation for business processes, system configurations, and training materials. • Troubleshoot user issues and escalate as needed to senior analysts or development teams. • Assist with project planning, execution, and closure of organizational initiatives. • Collaborate with cross-functional teams to ensure alignment and effective implementation of processes. • Conduct data analysis to identify trends, patterns, and areas for improvement in performance. • Ensure compliance with relevant regulations and industry standards for processes, especially within the healthcare industry. • Provide hands-on support for business systems, with a focus on order processing and customer fulfillment. • Assist in configuration updates and related operational tasks. • Analyze current workflows and suggest opportunities to improve accuracy, speed, and customer experience. • Support business teams during system testing and validation phases. • Assist with building and maintaining operational reports and dashboards. • Analyze transactional data to identify trends or gaps impacting O2C performance. • Participate in system enhancements, including requirement validation, UAT support, and go-live monitoring. • Work with third-party vendors and internal developers to support integrations with other systems. • Create user guides, process documentation, and training materials. • Help train end users with new functionality or system updates.

• This position is responsible for receiving and processing customer orders by telephone and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. • The CSR will process all customer orders in accordance with the established company standards and procedures. • Be able to handle an average 110 customer interactions per eight (8) hour shift after 4 months in the position. • This includes incoming and outgoing calls. • Provide prompt, accurate and courteous responses to customers • Solve routine and complex problems (Contact supervisor immediately for problems unable to solve) • Answer incoming customer service orders as soon as possible • Display active listening and superior customer service skills for both external & internal customers. • Document activity to the DDF system • Consistently check appropriate DDF screen for report results to call back to customer • Display the ability to enter orders manually via our fax process • Display the ability to operate the phone system effectively • Adhere to work schedule • Other duties as assigned

Role Description Job Requirement is to operate and utilize tools required to complete duties assigned: - General computer use and operations - Nextel/Motorola/Blackberry operations and programming - General office skills necessary to complete assigned tasks properly Control and oversee that cases are properly dispatched and completed, picked up and processed, according to all policies and procedures given. - Review, organize, and distribute all cases using common knowledge of coverage areas - Properly utilize the available on-duty scheduled Phlebotomists - Conduct full tracking skills and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis - Control full completion of all work assignments that are given - Provide assistance to assure completion, where needed, to provide excellent service to our facilities Completes preparation of multiple Phlebotomist’s daily work assignments (printout) and continues communication throughout the shift, tracking and possible re-routing, if necessary. Work cooperatively and fully communicate verbally with: - Area/Regional Phlebotomy Management - Logging area - Stat Tracking - Customer Service - Call Center - Redraw department - Courier services Lab Dispatcher will accommodate various facility special requests, honor high priority facility laboratory orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is being provided. - Must be able to provide detailed written documentation of issues that occur throughout the shift - Conduct mild investigations of situations or conduct troubleshooting - Oversee an immediate handling of unexpected problems - Notify Dispatch Manager of any issues that are difficult to control, immediately - Identify and pursue self-improvement needs, adapt to changes when proposed - Perform other duties as assigned - Help out when attendance issues arise within the office - Maintain a positive attitude during crisis and engage in daily teamwork with minimal encouragement - Assist in decreasing high levels of stress - Full assistance of high volume important phone calls from our facilities, phlebotomists, in-house calls requesting dispatch assistance, employees out-in-the-field Qualifications - Must have a High School Diploma or equivalent - Prefer dispatch experience; some medical terminology helpful Requirements - Must pass a drug screen and criminal background check - Ability to organize and control multiple tasks at one time in a fast-paced, high-volume Laboratory Dispatch Office setting - Ability to handle large volumes of telephone assistance with various departments and connecting personnel - Ability to operate, program, and use a Nextel/Blackberry to handle a large volume of personnel out-in-the-field - Must be trustworthy and able to work well without total supervision - Knowledge of general area logistics and ability to distinguish various locations throughout the Southern California Region - Ability to utilize various tracking tools that are available to control decisions with minimal confusion - Must be self-motivated, dependable, and competent Company Description Diagnostic Laboratories and Radiology will consider for employment qualified applicants with criminal histories in a manner consistent with the Federal, State, and City requirements of the Initiative for Hiring (Ban the Box) Ordinance.