At Children’s Wisconsin, we believe kids deserve the best.

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/

Job Summary
This position is a hospital based advocate for referring providers and families primarily from outside of the state of Wisconsin and internationally to facilitate services at Children's Wisconsin (CW). This position is the central point of contact for services being offered at CW. The coordinator responds to a variety of inquiries and is required to perform the following tasks to include but not limited to: triaging new patient inquiries, appointment scheduling, coordinating specialty referrals, gathering registration and medical records/imaging, securing authorizations, providing financial estimates and collecting pre-payments, recommending travel and accommodations to patient families, and greeting families upon arrival. All interactions regarding patient families are recorded and documented by the Access Center Coordinator in a Customer Relationship Module within our electronic health system.

Essential Functions

• Provides information about CW providers, specialty clinics, and any information needed to access the services available.

• Understands and coordinates the process to ensure that the clinical, financial and personal needs of patient families who are seeking services at CW are met seamlessly.

• Serves as a positive and helpful first point of contact to Ambulatory Services department for specific clinical teams.

• Facilitates continuity of health care for potential patients by planning and exchanging information with provider staff, referring physicians and patient families, while preserving confidentiality.

• Acts as all parties’ liaison.

• Able to work with minimal supervision and has proven independent thinking skills.

• Collaborates with other hospital personnel in departments such as Outpatient Clinics, Patient Accounts, Social Work, and Patient Access.

• In collaboration with Leaders/Educators, assists in training new employees.

• Develops and distributes newsletters, brochures, or other printed materials to share information with patients.

• Maintains knowledge of community services and resources available to patient families.

• Proactively provides resource information such as contact information and directions.

• Receives, investigates and responds to problems and/or questions from clinics, leaders and staff, insurance companies, families and other departments.

• Resolves inquiries and/or disputes by providing the necessary information in a timely manner.

• Notification provided to leader of issues or concerns in a timely manner.

• Patient Care Coordination..

• Promptly and professionally answers and responds to inbound telephone calls, voice mails, webmaster requests, and emails.

• Provides timely service.

• Assumes primary responsibility of patient/family caseload and works with all team members to assist in care coordination activities as previously described.

• Clearly and concisely documents events and interactions with patient families in the Electronic Health Record.

• Responsible for triaging intakes and assigning to appropriate clinics.

• Registration, medical record collection, and complex scheduling.

• .Maintains appointment calendar for specific providers

• Reviews future schedules on a regular basis to anticipate and manage conflicting appointments.

• Initiates proactive and continuous communication with patients/families to assess needs and follow up on ongoing issues.

• Meet and greet patient families upon arrival.

Legacy Essential Functions

• Financial Operations.

• Prepares patient estimates and determines out of pocket expenses and communicates to patient family.

• Requests, collects and processes pre-service payments received from patient families prior to arrival.

• Contacts insurance companies and managed care agencies to verify insurance coverage and obtain specific level of insurance benefits, deductibles, and other associated patient liability and obligations related to the financial processing of their account.

• Escalates high dollar cases to senior leadership within appropriate time frame to not delay patient care.

• Assists CSG Providers and staff with information regarding referrals, scheduling and access for new and follow up visits to ensure proper reimbursement is applied.

• Contacts insurance companies, primary care physicians, and patient families to secure referrals.

• Enters benefit, referrals, and precertification/prior authorization information into Epic both timely and accurately.

• Coordinates single case agreements with the Payer Contracting department.

• Maintains required statistics, spreadsheets, and graphs.

Education:

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required

• Associate's Degree preferred

• Bachelor's Degree preferred

Experience:

• 5+ years of experience in customer service, scheduling, registration and/or insurance in lieu of Associates degree required

• Insurance or collection experience in a hospital setting required

• Prior experience working in a Windows environment with working knowledge of Microsoft programs required

Knowledge, Skills and Abilities

• Working knowledge of medical terminology, ICD-10 and CPT codes.

• Ability to navigate, coordinate be flexible in prioritizing and multitasking to meet the needs of the patients, parents, providers and other hospital staff.

• Ability to problem solve, provide assistance and make recommendations for change.

• Ability to troubleshoot basic PC issues.

• Excellent organizational, communication and prioritization skills necessary to work in a fast faced multi-functionary department.

• Able to work with minimal supervision and has proven independent thinking skills.

• Epic knowledge.

• General knowledge of revenue cycle operations and processes.

• Epic knowledge.

• General knowledge of revenue cycle operations and processes.

Required for All Jobs:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job.

• Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses: