Medical Administrative Senior Representative - Evernorth Care Group

The Medical Administrative Senior Representative (MAA) is an integral member of the multi-disciplinary team who functions under the direction and supervision of a registered nurse and/or licensed physician of their clinic supervisor.

The position provides professional, courteous, and friendly assistance to our customers.

The MAA serves as a resource for internal and external customers by utilizing several resources such as established Evernorth policies, protocols and guidelines to ensure delivery of quality care within the guidelines of Evernorth Care Group Standard Operating Procedures, and Policies & Procedures.

Contributes to the organization's drive to achieve improved individual customer experience, improved health and quality of care, and reduced cost of care.

Responsibilities:


* Using the courtesy behaviors, greet and check in patients at the health care centers.


* Verify coverage and eligibility, and complete appropriate paperwork.


* Requests co-payment from patient in a polite manner.

If patient expresses disagreement with co-payment request, let patient know you will follow-up and proceed with check-in process.


* Consistently maintains quality of patient care by obtaining detailed information in messages and documents in the EMR.


* Schedules appointments accurately and verifies benefit coverage.


* Meets patient needs by asking questions to determine the best scheduling solution.


* Reconciliation of credit card transactions and completing es close out at the end of each shift .


* Maintain necessary supplies for MAA activities in a fiscally responsible manner.


* Performs technical duties according to departmental standards, policies, and procedures.


* Demonstrates a positive customer service approach in all internal and external customer experiences.


* Improves the customer experience through the demonstration of Service and Courtesy Behaviors and focus on Patient Satisfaction.


* Under minimal supervision, coordinates appointments, handles phone calls, and reschedules/confirms appointments.


* May coordinate, schedule, and follow up on phases of specialty referral appointments.


* Provides exceptional customer service and maintains patient confidentiality.


* The MAA demonstrates skill in use of computers, possesses strong verbal and written communication skills, and behavior is always professional.


* Interacts with all levels of staff in all departments; physicians, patients, families as well as external contacts, such as employees of other healthcare institutions, community providers and agencies concerning the healthcare of the patient.

Interacts with other healthcare providers to report and ask for or to clarify information.


* MAA works in a fast paced, sometimes stressful environment with a strong focus on customer service.

Qualifications:


* Medical terminology preferred.


* One year customer service and computer skills required.


* O...