Customer Service

· Establishes and maintains productive, professional relationships with key personnel.

· Proactively assesses, clarifies, and validates customer needs on an ongoing basis.

· Maintains friendly and courteous interpersonal communications, attempting to meet anesthesiologist and surgeon’s scheduling needs whenever possible, providing alternative times when preferences cannot be met.

Schedule Management

· Allocates time to surgeons based on established blocks, first come/first served, available resources (staff and equipment) and scheduling policies.

· Incorporates approved criteria for variable case duration times into the scheduling process.

· Communicates with the leadership and sterile processing teams to identify equipment and instrument needs or refine/improve the schedule based on availability.

· Coordinates with anesthesia to incorporate efficient use of resources into the schedule.

· Verifies preliminary surgery schedules daily to ensure accuracy and completeness, preventing errors that could potentially cause delays or cancellations.

· Maintains an open communication chain with surgeon’s offices and follows up on scheduled cases as necessary.

Revenue Cycle Management

· Accurately submits charges for services and supplies within the required time frame.

· Contacts physician’s officed when documentation required for billing is missing or incomplete.

· Collaborates daily with the utilization management team to ensure patients are scheduled with the appropriate verbiage, instructions and post-op destination to avoid delays or denials in payments.

· Continuously makes necessary process changes based on information from the utilization management team to ensure timely and maximum reimbursement.

· Works closely with leadership and staff to ensure patient billing processes are followed by the procedural staff.

· Matches patient charges to each service provided to ensure accuracy and maximum financial reimbursement.

Basic UPH Performance Criteria

· Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.

· Demonstrates ability to meet business needs of department with regular, reliable attendance.

· Employee maintains current licenses and/or certifications required for the position.

· Practices and reflects knowledge of HIPAA, TJC, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.

· Completes all annual education and competency requirements within the calendar year.

· Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.