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Patient Care Coordinator
4 months ago
POSITION SUMMARY
The Patient Care Coordinator position at MASS LUNG & ALLERGY (MLA), performs a wide variety of duties and responsibilities in a manner that places emphasis on quality of care and customer service. The candidate must work collaboratively with all staff in support of patient services, exhibiting flexibility and a "can-do" attitude. The person in this role may travel to any of the MLA locations to support the front office as needed. Patient services are the key priority in this position requiring the Patient Care Coordinator to serve as a point of contact with other internal and external departments, all with the goal of fostering an environment that promotes patient comfort and trust.
The candidate must exemplify the core values and mission of the organization, always exercising utmost discretion, diplomacy and tact in patient/staff interactions.
KEY DUTIES AND RESPONSIBILITIES:
- Answer multi-line phones and either direct the caller to the appropriate party or handle caller's needs yourself.
- Greet patients upon arrival, check them in and obtain insurance information and/or referrals (if needed), including signatures and any other necessary data, verifying all information is correct.
- Work on all active claims as assigned.
- Responsible for contacting patient for missing/incorrect information prior to appointment, including but not limited to: insurance issues, referrals, PCP issues, etc.
- Assist patients with Kiosk, Portal and/or Healow usage and/or questions.
- Provide patient with intake and new patient forms as well as copies of our office policies and legally required documents.
- Enter faxes from both the copier as well as eCW into the patient's chart and either assign to the appropriate staff member or handle it themselves.
- Check out patients, schedule follow up appointments and assign actions as needed.
- Process payments from patients for co-pays, past due balances & self-pay.
- Schedule appointments for new and recurring patients based on provider availability.
- Correctly document no shows appointments in accordance with the no-show policy.
- Retrieve all messages from voice mails.
- Stamps all outgoing mail in the morning.
- Monitors office supply inventory and submit order requests as needed.
- Covers responsibilities at other offices as needed and assigned.
- Ensures waiting areas are clean & organized with respect to standards in safety and quality patient care.
- Provide patients with support and guidance as needed.
- Attends staff and medical meetings, as required.
- Performs all duties in support of successful EHR/EPM implementation.
- Maintains work station, according to protocols (free of meals and open beverages).
- Covers at the Call Center if assigned to do so.
- Performs additional duties, as assigned by the Manager and in support of quality assurance and improvement.
QUALIFICATIONS:
- Excellent communication and problem-solving skills at a level necessary for understanding provider and supervisors' instructions, and for accurately documenting patients' medical information.
- Beginner to intermediate computing and phone skills.
- Willingness to work evenings and/or weekends if needed; demonstrates flexibility in regards to job duties and assignments.
- Ability to multi-task and work effectively in a high-stress and fast-moving environment.
- Working knowledge of "Universal Precautions," demonstrates professionalism at all times.
- Possess a thorough understanding of the importance of confidentiality and non-disclosure according to the general standards set forth by HIPAA.
- Bilingual English/Spanish and/or other languages strongly preferred.
- Valid Driver's License, insurance, and ability to travel as required to perform duties.
EDUCATION AND EXPERIENCE:
- High school diploma (or GED) required.
- Experience working in a Medical Office Setting.
- Electronic medical records experience preferred, eCW, etc.
- Previous experience with insurance and referrals preferred.
