Patient Services Representative II (Float)

SCRI Oncology Partners, located in Nashville, Tenn., is a dedicated cancer treatment center led by globally recognized oncologists with disease expertise in cancer care and clinical research. This center offers patients state-of-the art personalized cancer care and opportunities to participate in clinical trials with innovative treatments.

The practice conducts clinical trials through their affiliation with Sarah Cannon Research Institute (SCRI), a global leader in oncology research that has been offering and managing clinical trials in the community for over 30 years. Since its inception, SCRI has contributed to pivotal research that has helped advance the majority of new cancer therapies approved by the FDA today.

SCOPE:

The Float Patient Services Representative is responsible for providing front office support across multiple areas of the oncology practice, including patient check-in, appointment scheduling, medical records, and new patient registration. This position plays a key role in ensuring efficient clinic operations and a positive patient experience by adapting to various administrative functions as needed. The ideal candidate demonstrates flexibility, strong organizational skills, and a commitment to delivering compassionate service in a fast-paced healthcare environment. Under general supervision, the Float Patient Services Representative performs general business office functions that may include some or all of the following:

• billing and claim submissions; charge capture and payment posting; insurance verification and eligibility; obtaining pre-authorization; counseling patients and families on insurance and payment issues; and account follow-up and payment resolution
• scheduling and pre-registering new patients for exams and procedures
• Maintaining patient records, prepareing forms, verifying information and resolving routine and non-routine problems
• As necessary, assists patients and families with obtaining community resources including, but not limited to, housing, transportation, and financial support
• Supporting and adhering to the US Oncology Compliance Program, to include the Code of Ethics and Business Standards

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answers all incoming calls, assesses callers' needs, directs to appropriate personnel. Pages clinic personnel as appropriate
• Effeciently schedules new patients, patient referrals and returning patients in computer system in accordance with physician and/or office guidelines
• Maintains primary office scheduling template containing all physician meetings, satellite schedule, rounding and call coverage
• Demonstrates an understanding of patient confidentiality to protect the patient and clinic/practice in line with HIPAA
• May schedule outpatient appointments/testing/surgeries, and hospital admissions upon request
• May be responsible for follow up on all pre-operative tests to ensure cleared for surgical procedure and communicate with physician and patients if further testing is required before surgery is performed
• May be responsible for scheduling post-operative follow up appointments with physicians
• Provides patients with appointment details such as time, location, directions, and instructions to patients
• May mail or email patient appropriate medical forms for completion prior to first visit
• Ensures all insurance, demographic, and eligibility information is obtained from patients and entered into the system in an accurate and timely manner. Registers patients in the system as necessary
• Collects and reviews all patient insurance information and completes insurance forms. Collects co-pays, deductibles and other out of pocket amounts at the time of visit
• Confirms patient insurance verification and eligibility. Obtains pre-authorization of services and/or referrals. Assesses patient financial requirements and advises patients and families on insurance benefits, co-pays and financial obligations
• Posts line items and adjustments to patient accounts. Balances receipts, reconciles daily work batches and prepares audit trail. Prepares deposits for bank as needed.
• Reviews Explanation of Benefits (EOB) for consistency
• Submits files and processes all claims for payment. Research and resolves claim delay issues
• Resolves patient questions and complaints regarding insurance billing and adjusts accounts as necessary. Resubmits claims and processes all insurance/patient correspondence. Provides all documentation to expedite payment
• Follows-up on assigned accounts. Uses collection techniques to keep accounts current including monitoring for delinquent payments
• Sets-up financial arrangements with patients as necessary
• As necessary, assists patients with researching and obtaining community resources including housing, transportation, drugs and pharmaceutical supplies, and financial resources
• Other duties as requested or assigned

MINIMUM QUALIFICATIONS:

• High School Diploma or equivalent required.
• Minimum two to three years medical business office experience.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Requires vision and hearing corrected to normal ranges. Requires vision and hearing corrected to normal ranges.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires frequent interaction with patients and staff.