Etch

Engineer

• Provide technical support for incidents and service requests related to Information Services equipment
• Plan, schedule, and install new hardware and software
• Analyze and resolve moderately complex problems involving desktop applications, network connectivity, printers, smartphones, laptops, and iPads
• Provide support and resolution for hardware, network, software, and application problems
• Evaluate and escalate calls based on urgency, complexity, and organizational impact
• Record user inquiries through incident resolution using the service desk system
• Ensure the computer environment is secure, clean, and maintenance and shift turnover procedures are followed
• Assign problems to appropriate individuals and monitor service request progress
• Provide feedback on service agreements, first-call personnel effectiveness, and client call patterns
• Recommend system modifications to reduce user problems
• Provide customer service and develop client relationships through follow-up and client contacts
• Create and expand the knowledge database through documentation
• Update procedural and resolution information in help desk software
• Use software and hardware to detect and resolve desktop computer and network problems
• Adhere to security policies and follow procedures for security violations
• Perform preventative maintenance according to manufacturer standards
• Ensure housekeeping and maintenance functions are completed on schedule
• Communicate effectively with other shifts for smooth shift transitions

Desktop Engineer II

General

• Perform concurrent and retrospective appeals for patient account denials at East Tennessee Children's Hospital
• Review appeals received from Utilization Management Coordinators
• Submit patient information to Executive Health Resources for peer-to-peer phone calls during concurrent reviews
• Process retrospective appeal packages and submit them to Executive Health Resources by mail or fax
• Maintain an accurate, up-to-date spreadsheet for concurrent, retrospective, external, and second-level appeals
• Process second-level and external appeals when initial appeals are denied
• Enter appeal and denial information into the Meditech Electronic Health Record
• Prepare monthly denial and appeal data for the Utilization Management Committee
• Assist utilization management precertification processes during high-volume months and staff shortages
• Actively participate in the Utilization Management Committee
• Consult, interact with, and assist physicians, physician advisors, and practitioners
• Process and monitor appeals for inpatient, observation, and same-day surgery accounts
• Communicate with insurance and other outside representatives
• Assist interdepartmental and hospital coworkers as needed
• Accept other assignments as requested
• Utilize hospital resources and time respectfully and accountably

Utilization Management Appeals Coordinator

Account Manager

• Accurately bill and collect hospital receivables
• Work closely with families to address questions and concerns
• Ensure proper insurance coverage for children
• Provide feedback to the team leader on process and collection improvements
• Ensure clean claims and timely follow-up with insurance companies
• Process all bills on the day received
• Follow up on accounts according to departmental guidelines
• Resolve insurance rejections in a timely manner
• Coordinate with UM, Medical Records, and ancillary department staff to support revenue-cycle processes
• Collaborate with other departments to solve issues
• Document accounts properly, including notes suitable for legal or family review
• Provide examples for teachable moments for registration staff and coworkers
• Handle patient and family complaints confidentially, professionally, and promptly
• Identify problems, offer solutions, and communicate with management as needed
• Work efficiently to support account coverage during staffing shortages or major billing problems
• Use hospital resources and time respectfully and accountably
• Accept other assignments as requested
• Report to the Lead Inpatient Account Rep or Lead Outpatient Account Rep

Desktop Engineer II

Utilization Management Appeals Coordinator

Patient Account Representative