Medical Member Services Coordinator

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POSITION SUMMARY The Member Service Coordinator I (MSC) works as a part of a multi-disciplinary team of individuals who provide high quality member care. The MSC must be able to accept and adhere to guidance and direction from multiple levels of management. The MSC will work with members to identify appropriate funding sources that may cover the cost of treatments and determine fees and co-payments as appropriate. This position requires knowledge of clinical terminology and treatments and is responsible for assisting members with accessing services within NAHC Medical, Dental, and Mental Health Departments. The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

DUTIES AND RESPONSIBILITIES 1. Greet all members in a courteous and professional manner to create and maintain a welcoming atmosphere. 2. Schedule member appointments appropriately, answer and return telephone calls in a timely manner, and inform members of processes and procedures. 3. Proactively manage and tetris appointment scheduling to maximize productivity and to fill appointment gaps. 4. Manage the voicemail system which includes: creating and updating greetings as appropriate; checking messages often and ensure messages are routed appropriately and activating the voice message system at appropriate times. 5. Make member appointment reminder calls the day prior to confirm appointment and notify members of any outstanding balances on their accounts.

6. Answer member inquires about; financial responsibility, insurance and benefits, account status, and treatment planning. 7. Receive and deliver messages to providers, ensure all stakeholders are aware of schedule changes, distribute member appointment schedules daily, prepare charts/documents, and inform the provider of outstanding payments that pertain to services requiring payment i.e. Dental Labs. 8. Register members into the practice management system (PMS) in a manner that ensures accuracy and thoroughness and update member registration information once per year at minimum, or as information changes. Inform members of Notice of Privacy Practices and obtain the members signed acknowledgement statement. 9. Register members into NAHC member portal. Provide user support and education on portal functionality. 10. Manage NAHC member portal appointment request and member messages. 11. Screen members' eligibility for possible care coverage (e.g., county or state programs; sliding scale.) Inform members of program limitations and ensure member understands the information being conveyed. 12. Responsible for entering accurate assigned payer codes in (PMS), entering expiration dates according to guidelines, terminating inactive payer codes, and select appropriate payers codes for services. 13. Follow NAHC procedures when collecting payments from members and issue a receipt every time. Inform appropriate staff of payment status. 14. Confirm member insurance eligibility on all scheduled appointments at least two days prior to scheduled appointments. Notify members in a timely manner of changes to insurance benefits. 15. Coordinate Private Insurance benefits with the member and the provider by; verifying coverage/benefits, limitations, waiting periods, pre-authorizations, and financial responsibility. 16. Check-in members for their scheduled appointments in a timely manner and complete all flows for the member appointment such as; verifying member demographics, processing payments, insurance verifications, payer code selection, printing encounter labels, and pulling charts as appropriate. 17. Create and review member account alerts and flags for account status, identifying programs, service locations, treatment related notations, banned member status, etc. 18. Document member contact by telephone, in person, by mail as appropriate in electronic health record. 19. Log and reply in a timely manner to health record requests for chart notes, radiograph copies, lab results and ensure they are compliant with HIPPA policies and procedures. 20. Respond in a timely manner to Billing department inquires; answer necessary treatment-related Billing questions and correct MIRs (Missing Information Registration) and return in a timely manner, and assist in the process of correcting MID/MIM (Missing information Dental/Medical) encounters. 21. Assist in the quality assurance and timely submission of encounter forms, as requested. 22. Assist with language translation as needed for healthcare services. 23. Actively participate in internal quality improvement teams to drive initiatives in accordance with the mission and strategic goals of the organization. 24. Participate in Saturday clinics and after-hour clinics, on a rotating basis, as assigned by Supervisor. 25. MSC's are assigned appropriate duties as it relates to specific sites, programs, and departments. These duties may include data entry, maintaining logs, generating reports, invoicing for payments and grants, ordering supplies, scheduling pick-ups and deliveries, maintaining active/inactive charts, sort mail, attend meetings, assisting in audits, and supporting satellite clinics. 26. Member Care: Demonstrate understanding and apply working knowledge of safety policies and ensuring safe member practices. 27. Employee Safety: Safely performs all duties; follows required protective protocols to ensure personal safety as well the safety of others. 28. Must maintain compliance with ergonomic safety standards; be mindful of posture and regularly practice ergonomic stretches. 29. Quality Improvement: Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned. 30. HIPAA: Keep all protected health information (PHI) confidential and abide by HIPAA policies for the release and disclosure of any PHI. Will report unauthorized use of disclosure of PHI immediately, to supervisor or HIPAA security officer. 31. Work well under pressure, meet multiple and often competing deadlines. 32. At all times demonstrate cooperative behavior with supervisors, subordinates, colleagues, clients and the community. 33. Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS 1. Associates Degree, or 2 years' experience working as a medical or dental receptionist or registrar. 2. Fluency in both English and Spanish, both written and verbal, is required, per operational need. 3. Must be able to provide TB and Physical clearance prior to start date. 4. Able to furnish Vaccination history prior to start date dependent on role. 5. BLS/CPR certification must be obtained prior to start date and kept current at all times. 6. Must have knowledge in clinical treatment procedures and terminology. 7. Experience using an electronic health/dental record system and practice management system is desired. 8. Must be proficient at Microsoft Office Suite and be able to type at least 30 WPM. 9. Knowledge of private insurance eligibility and benefits and various state and county funding sources is desired. 10. Must be a team player and have superior communication skills verbal and written. 11. Must be able to work on Saturdays & over time as scheduled. 12. Must be able to work well in extremely fast-paced environments and in high-volume situations and be able to multi-task. 13. Have the ability to work independently and exercise sound judgment and be able to make decisions appropriate to scope of authority and practice.

Benefits: Native American Health Center (NAHC) considers our employees to be our most valuable resource and offers an excellent benefit package: competitive salaries, personal time off (PTO) or sick/vacation leave program, and an employer contribution 403(b) retirement plan to full-time regular status employees. We also provide medical, vision, dental, flexible spending, group term and voluntary life insurance coverage for employees and their dependentswith a percentage of employee contribution for dependent medical premiums. Note to Applicants: Please be advised a post job offer, pre-employment Physical and TB test are required as a condition of employment. Additionally, you may be asked to get a Department of Justice Fingerprinting clearance as a contingency for an offer of employment. Criminal clearances are obtained to protect the welfare and safety of clients receiving services at NAHC. EQUAL OPPORTUNITY EMPLOYER: Within the scope of Indian Preference, all candidates will receive equal consideration without regard to race, color, gender, religion, national origin or other non-merit factors. Age Discrimination in Employment Act (ADEA): Native American Health Center abides by the mandates of the ADEA (protecting individuals 40 years and older) and considers age a non-merit factor in all employment decisions and considerations.

Americans with Disabilities Act (ADA): Native American Health Center abides by the mandates of the ADA and considers disability a non-merit factor in all employment decisions and considerations. Furthermore, NAHC will make any practical, feasible, and reasonable arrangements to accommodate qualified applicants and employees with disabilities.