Clerical Associate-Level IV - Ambulatory Care

NYC Health + Hospitals/Gouverneur is a 295-bed Skilled Nursing Facility (SNF) with a 5-Star CMS Quality Rating located in Manhattan's Lower East Side neighborhood. Gouverneur offers enhanced, cutting edge healthcare services in a state-of-the-art space. It provides 24-hour care for individuals in need of sub-acute care, long-term care or hospice care which include services like physical therapy, occupational therapy, speech and vocational rehabilitation. Gouverneur is an academic affiliate of NYU School of Medicine and Rusk Institute of Rehabilitation Medicine.

From more than 600 Nursing Homes, Gouverneur ranks #7 in Newsweek's Best Nursing Homes in New York2024; and also received high-performance ratings for Long-term Care and Short-term Rehabilitation from U.S. News & World Report's Best Nursing Homes in America 2024.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

PURPOSE OF POSITION
Through the Zadroga Bill in 2011, Congress established a health care plan and provider network for survivors of 9/11. Under supervision, with latitude for independent judgment, performs supervisory and/or moderately difficult clerical duties, billing, and collection functions, in addition to patient accounting systems under minimal supervision.

SUMMARY OF DUTIES AND RESPONSIBILITIES
• Provide professional and quality customer service to patients by following the Mandatory Script and policy and procedures utilizing the EF'IC system/lCARE.
• Open patients visit.
• MetroCard distribution
• Conduct patient interviews to obtain identifying information, such as demographic, biographic and insurance status. Information is entered accurately, into EPIC (Pre-registration of patients).
• Responsible to ensure timely billing process, verify insurance eligibility process for correct demographics and insurance (commercial, m􀁱maged care, and financial planning etc.)
• Assist the patients with bi-lingual services by using the Interpreter Services when needed
• Maintain Patient satisfaction according to PRESS GANEY's qualifications
• Document and follow-up with reminder calls, no-show, cycle time TNNA, using EPIC
• Maintains a safe environment for patients by ensuring the enforcement of safety policies, attend continuing education programs/training as scheduled
• Ensure Medical forms (MSQ11) is placed in the appropriate provider's mail box for completion
• Scan patient ID, insurance card(s), referral forms (if applicable) and consent forms obtained from the patient into document imaging system.
• Assist in the proper handling of patients' protected health information to ensure HIPAA compliance; maintain tidy work area, provide clerical coverage as needed
• Responsible for maintaining standards of Cultural Competency and Network Customer Service
• Reviews and verifies accuracy of recorded data within billing systems as needed
• Perform in-dept. interviews with patients, and family to determine patient's ability to pay for services rendered (sliding Fee Scale, H+H options and NYC Care).
• Contacts outside agencies, organizations, employers, insurance carriers, patients and family to obtain necessary information about potential sources of revenue.
• Attend training programs offered by H+H Gotham and WTC for continuous job performance efficiency
• Supervises the activities of a section where clerical support staff Level Ill are performing routine and responsible clerical tasks in a line operation area
• Collects all required documentation to process Medicaid applications WTC certification requests.
• Supervisory activities include, but are not limited to, assigning work, scheduling clerical support staff hours, reviewing work of subordinates and ensuring imposed deadlines are met
• Work/or maintain EPIC work queues
• Receive the new WTC member list from the central office and contact individual new WTC member to arrange the initial visit appointment and explain the WTC medical care appointment process.
• Schedule appointments for old WTC patients.
• Maintain the WTC database as necessary.
• Arrange WTC mental health screening appointments for patients and clinicians.
• Answer WTC patients who have questions about the process, including WTC certification status Assist WTC doctors with sending/faxing HealthSmart HIPPA and WTC Certifications to Bellevue
• Assist WTC patients who have billing problems (patient is referred to a Financial Counselor at Gouverneur or Bellevue)
• Facilitate patient advocacy by collaborating with Social Workers to assist patients who have complicated social/concrete service needs that require more time and effort. This includes expanding the patient resource database, dealing with law firms and assisting with any pressing legal issues, and planning internal projects related to patient services.
• Provide coordination support for the WTC Monitoring Program, including preparing mass mailings to outreach to patients. calling and scheduling appointments for patients, and updating patient contact information and keeping a log of returned mail.
• Generate qualitative and quantitative reports related to major assignments, including tracking patients' WTC-certified conditions. Help patients to understand how to access hospital services by providing pertinent information and answering questions.
• Adherence to wearing allocated uniforms

Telephone Responsibilities:
Answer telephones in a timely and professional manner; when answering the phone state name, clinic, and "How may I help you"; accurately record and transmit messages; locate doctors and nurses when needed; make telephone calls to other divisions as directed; make appointments as directed.
Send and receive faxes, Page personnel as requested.

Minimum Qualifications
1. A high school diploma or its educational equivalent; and
2. Six (6) months of full-time satisfactory clerical experience and/or experience interacting with the public, such as processing sales; taking, processing, and delivering orders; obtaining and dispensing information; listening to and resolving customers concerns, problems, and complaints; and/or performing related customer service activities.

Department Preferences

QUALIFICATIONS FOR THE JOB:

CERTIFICATION(S)/LICENSE(S):
1. General understanding of Outpatient, registration process, accounting procedures, specifically Outpatient Billing and Collection methods
2. Experience in handling patient relations and/or inquiries
3. Knowledge of Medicare. Medicaid and Third Party billing
4. Understanding of medical insurance coverage, including which insurance are primary, secondary and tertiary coverages
5. Data entry input proficiency
6. Sound knowledge Microsoft applications
7. Ability to analyze and to prioritize tasks.
8. Good oral and written communication skills along with ability to work in a team are required.
9. Ability to work independently along with strong organizational skills is required.
10. Possess critical thinking and a can-do attitude.

KNOWLEDGEABLE IN:
Microsoft 0Nord, Excel, Outlook)
EPIC, EPaces, EMR, Insurance Verification

EQUIPMENT/MACHINES OPERATED:

Computer, Printer, fax, telephone

COMPUTER PROGRAMS/SOFTWARE OPERATED

Microsoft (Nord, Excel, Outlook, PowerPoint)

If you wish to apply for this position, please apply online by clicking the "Apply Now" button

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Vacancy Control Board Number

VCB #: GGM-06252024-18833