• Provides exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates • Accept inbound calls within a specific response-to-call timeframe following customer service standards at all time • Makes outbound calls with according to the standard work and following customer service standards • Accurately identifies patient in the EMR system • Adhere to the department Standard Work • Obtains and enters accurate patient demographic and financial information while maintaining patient confidentiality • Uses critical thinking skills to make decisions, resolve issues, or escalate concerns • Verifies insurance eligibility using online eligibility system, payer websites or by phone call • Processes faxes and transcribes information into the system’s EMR • Follow protocols for directly contacting the care centers regarding urgent patient requests and ensure timely follow up • Schedules outpatients appointments • Generates, prints, and provides patient estimates utilizing price estimator products • Inform patient of any outstanding balance, collect balance and co-payment or provide financial assistance information • Answers questions or concerns regarding insurance residuals and self-pay accounts • Uses knowledge of CPT codes to accurately select codes from clinical descriptions • Identifies and/or determines patient Out of Network acceptance into the organization • Explains billing procedures, hospital policies and provides appropriate literature and documentation • Update/notate all accounts using appropriate standard work • Reviews insurance information and determines need for referrals and/or financial counseling • Educates patients on MyChart, including activation • Participate in and contribute to development of Lean processes • Complies with all organizational, state and federal laws and regulations related to patient privacy and confidentiality (ie. PHI, HIPAA, etc.) • Work collectively in a professional manner • Confirms physician's orders/visit purpose • Verifies multidisciplinary patient schedules for Outpatient visits to expedite patient processing • Obtains Release of Information authorization from patients to release medical records • Uses conflict resolution skills and service recovery to handle customer service concerns • Resolve patient complaints and concerns and, if unable to resolve, escalate appropriately • Provides information to physician offices and other hospital departments when needed