KinwellHealth

Call Center Representative

• Respond to incoming calls and messages from patients, answering questions related to appointments, services, billing, and general inquiries.
• Provide clear, compassionate, and respectful communication with each patient to ensure a positive experience.
• Achieve daily inbound call goals aligned with call volume demands.
• Schedule, reschedule, and confirm patient appointments efficiently, ensuring alignment with clinic availability and patient preferences.
• Coordinate with clinic staff to ensure timely patient inquiry follow-up and updating patients promptly if changes are required.
• Verify insurance information and patient records for accuracy, notifying patients of necessary pre-visit requirements.
• Enter patient information accurately into electronic medical records (EMR) systems, maintaining confidentiality and adhering to HIPAA regulations.
• Manage patient files, notes, and communication logs to support seamless care coordination.
• Update records as needed and ensure all patient interactions are documented for future reference.
• Provide general administrative support to the clinic, assisting with patient referrals, follow-up calls, co-pay collection, and other tasks as needed.
• As needed, manage patient check-in and check-out and scan medical records.
• Communicate regularly with clinic staff to maintain up-to-date information on clinic operations, resources, and policies.
• Assist in developing improved communication processes to streamline patient services.

Healthcare Call Center Representative

Auditor

• Conduct enterprise-wide and ad-hoc spot audits of outpatient encounters to assess coding accuracy, completeness, and compliance with regulatory requirements and organizational policies.
• Identify and correct coding errors in Epic and ensure appropriate follow-through on audit findings.
• Submit clear, concise, and compliant queries to clinicians for clarification of documentation as needed.
• Accurately code outpatient encounters in accordance with ICD-10-CM, CPT, HCPCS, and applicable payer guidelines.
• Provide one-on-one and group coding education to clinicians and clinical support teams, based on audit findings and identified learning opportunities.
• Collaborate with clinical, compliance, and revenue cycle departments to support accurate and complete documentation and coding.
• Track and trend audit results to support continuous improvement initiatives and report out to leadership as needed.
• Stay current with coding updates, CMS guidelines, payer policies, and industry best practices.

Healthcare Call Center Representative

Certified Professional Medical Auditor