The Network Float New Patient Coordinator/Financial Counselor (NPC/FC) is responsible for facilitating the new patientâ€™s appointment/care. These functions may include, but are not limited to, collecting initial clinical data, collecting demographic and insurance information, providing clear and accurate financial information/options, and scheduling the initial visit. Contact with the new patient is the first introduction to the practice, and, as such, requires good interpersonal skills, a calm communications style, friendly responsiveness and efficient management of the patient encounter. He/she is expected to exhibit professional behavior through adherence to DFCI and site-specific policies, procedures, and codes of conduct. The Network Float NPC/FC will provide coverage across multiple Satellite locations and will be expected to travel to sites that are not their home location to cover other NPCs when they are out on leave or vacation, as requested by management staff. The NPC/FC will coordinate directly with the Dana-Farber Access Management staff at the Longwood campus, as well as the Satellite host hospital Access Management teams, to process insurance eligibility, referrals, authorizations and financial counseling.
PRIMARY DUTIES AND RESPONSIBILITIES:
Clinical Intake and Scheduling
Guide patient through the appointment process, including expectations of the first appointment.
Coordinate/obtain clinical documentation prior to the first visit, including medical records, pathology slides, and/or radiology films.
Work closely with all providers to triage patients of all disease types appropriately.
Consult with physicians, as appropriate, to determine urgency of first appointment.
Maintain knowledge of current financial arrangements, insurance coverage, and billing procedures at DFCI and the local host hospital.
Perform mini registration in Epic, capturing demographic and insurance information, to create a medical record number (MRN) and schedule initial appointment in Epic.
Send electronic â€œnew patient packetsâ€� to patients.
Run daily list of new patients in Epic.
Prepare, review, and obtain consents for new patients.
Complete new patient check-in: review registration information, consent forms and financial assistance, obtain consent signatures, scan insurance cards, collect proxy and/or power of attorney forms for scanning, and enroll patients on Partners Patient Gateway.
Manage multiple provider schedules and have an adequate understanding of which diseases each provider can see.
Manage multiple EMRs (e.g. Epic, Meditech) and maintain knowledge of how to navigate all platforms to ensure appropriate insurance, demographic information, and records are available.
Have sufficient understanding of how to manage records for all diseases â€" including which disease specific reports/scans/documentation are required for providers to see a patient at their first visit.
Report all newly booked, rescheduled, and cancelled new patient appointments to the network program nurse for new patient intake.
Financial Intake and Counseling
Collect accurate demographic and insurance information for all new patients â€" update Epic registration or send registration shell to Longwood Pre-Registration, as necessary.
Identify self-pay or high-risk financial patients and schedule financial counseling appointments (e.g. self-pay, non-participating insurance coverage, potential high coinsurance).
Notify Longwood central Access Management of identified established patients switching to high risk insurance or losing coverage.
Work directly with identified self-pay and high financial risk new patients or directed established patients to obtain any additional demographic and financial information needed.
Utilize real-time automated tools for insurance verification, eligibility, and benefits information - may require contacting insurance carrier.
Compile and submit all necessary documents and data to support request for coverage of charges for services to be performed at DFCI.
Update insurance and demographic information for new patients and directed established patients, in Epic, as necessary.
Accurately and courteously explain policies regarding financial assistance programs and assist patients/families in the completion of applications
Coordinate on-site support with Longwood central Access Management, on a daily basis, including, but not limited to, providing financial counseling support, managing patient pre-authorizations, and obtaining signatures for ABNs and other high-risk waivers.
Scan insurance cards into Epic for all new patients and directed established patients.
The NPC/FC may provide coverage/assistance as needed to the Practice Coordinators as requested by management staff.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Excellent customer service and communication skills, both written and verbal.
Self-starter with strong team player and leadership abilities.
Strong analytical, problem solving skills, mathematical/accounting skills.
Ability to prioritize and meet pre-determined deadlines.
Advanced technical skills, as appropriate.
Knowledge of managed care policies and medical terminology preferred.
Working knowledge of GE Centricity or other hospital/professional services billing systems.
Strong understanding of Microsoft Office product suite.
Ability to maintain a high level of discretion and confidentiality.
Associates degree; 2 years of equivalent experience may substitute for degree. Bachelorâ€™s degree preferred.
Minimum of one years of financial experience in a hospital or ambulatory setting.
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.