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About the Role

Serves as a liaison for referring community organizations into Albany Med, focusing on excellent patient relations and customer service. Facilitates patient referral appointments within the Albany Medical Center Health System by working with both community and Albany Med practices. Maintains awareness of services and capabilities of Albany Medical Center facilities to support outreach efforts.

Responsibilities

• Serves as a liaison for referring community organizations, focusing on excellent patient relations and customer service.
• Facilitates patient referral appointments into and within the Albany Medical Center Health System.
• Maintains an awareness of services and capabilities of Albany Medical Center facilities.
• Assists in problem-solving potential issues related to referral processing, serving as a liaison for the assigned community practice.
• Prioritizes referrals by urgency and addresses them expeditiously and accurately.
• Works in conjunction with community office to obtain required clinical documentation.
• Acts as a service ambassador, representing Albany Medical Center Health System when communicating with all parties.
• Manages patient referrals and prior authorizations, including tracking, coordination, and communication.
• Provides updates to external providers on closing the loop.
• Registers referred patients, updates insurance information, schedules visits, and performs other duties as assigned.
• Utilizes the electronic medical record to maintain and update patient records, insurance information, and appointment schedules.
• Interacts with external providers/practices.
• Maintains accurate logs of patient interactions, outreach activities, and appointment data.
• Ensures an optimal patient experience.
• Updates the system with registration, scheduling, and insurance information for referral appointments.
• Discusses financial obligations, explains regulatory forms, and answers patient questions.
• Verifies insurance and eligibility, and obtains authorizations when necessary.
• Works in multiple systems during patient-facing interactions and telephone calls to complete accurate registration and support clinical workflow.
• Understands the practice strategic plan.
• Supports plans, policy and procedures, and initiatives within scope of their department’s expectations and role.
• Represents AMC and supports the ideals and principles of their department, the Practice, and the Center.
• Understands and promotes patient and employee safety and promptly reports issues.
• Understands patient safety goals.
• Adheres to Albany Medical Center Confidentiality policy and HIPPA regulations.
• Provides proper consents for patients who are wards of the state and works with facilities to obtain proper consents from patient proxies.
• Adheres to payer requirements for referrals and authorization within the scope of the assigned specialty.

Requirements

• High School Diploma/G.E.D. required.
• 2-3 years of customer service experience, preferably in a medical field, required.
• Excellent customer service skills (written and verbal) demonstrating the ability to work effectively and efficiently with a diverse population.
• Ability to engage patients/customers in a calm, respectful manner, regardless of tone or attitude, in person or via telephone.
• Working knowledge of computer-based applications and strong PC/keyboard skills.
• Strong attention to detail and demonstrated ability to use sound judgment in decision making to escalate issues as needed.
• High degree of concentration and information retention.
• Ability to multi-task in a high patient volume unit.
• Excellent organizational skills with demonstrated time management skills.
• Ability to handle high workload volume with many variables, demonstrating flexibility and adaptability.
• Ability to work well independently as well as within a team unit.
• Previous EPIC experience preferred.
• Equivalent combination of relevant education and experience may be substituted as appropriate.
• Requires strict adherence to Albany Medical Center Confidentiality policy and HIPPA regulations.
• Knowledgeable of state and government agencies' policies.
• Knowledgeable of and adheres to payer requirements for referrals and authorization.

Skills

• Customer service
• Patient relations
• Communication
• Problem-solving
• Time management
• Organizational skills
• Attention to detail
• Computer proficiency
• EPIC experience (preferred)

Location

• Albany Med
• Albany Medical Center Health System

Work Type

• Day Shift

Experience Level

• 2-3 years of customer service experience

Education Level

• High School Diploma/G.E.D.

Salary/Compensations

• $46,947.00 - $65,726.00

About the Company

• Albany Med Health System is an equal opportunity employer.
• This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes.

Equal Opportunity

• Albany Med Health System is an equal opportunity employer.