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Patient Services Coordinator
2 months ago
Job Summary: Under general supervision, the Patient Services Coordinator provides administrative support to health care providers in high-volume ambulatory settings, functioning as the primary interface between the patient and the providers. The emphasis is placed on the ability to organize priorities, complete tasks, manage confidential patient information, schedule patient appointments and diagnostic testing, referrals and other managed care related issues. The Patient Services Coordinator is responsible for front desk greeting, check in, check out, scheduling patient appointments, diagnostic testing, coordinating referral, authorizations and managed care related issues. This position is responsible for managing the day-to-day patient flow at time of check-in and check-out. The Patient Services Coordinator is expected to take complete responsibility for every customer interaction by creating a welcoming environment and providing outstanding service. The Patient Services Coordinator will work with colleagues and clinicians in one or a combination of ambulatory settings. Demonstrates a commitment to the NCH/NCMG Mission, Standards of Behaviors, and department service vision. Enthusiastically connects with a diverse population of patients, caregivers and colleagues. Prioritizes work in alignment with the needs of the patients, family members, caregivers and colleagues. Ability to maintain a high level of professionalism and handles all situations diplomatically and courteously. Consistently maintains a comfortable, clean and safe setting. Adheres to department dress policy. Attention to Detail Adheres to assigned schedules to ensure appropriate staffing coverage. Performs all check-in and check-out functions. Receives and responds to internal and external telephone calls from patients, caregivers, coworkers and other departments. Schedules all forms of ambulatory patient appointments. Responsible for collecting patient payments. Communication Demonstrates strong verbal and written skills. Provides accurate information and clear explanations regarding appointment requirements, instructions and policies and procedures. Adapts communication style to varying customer needs. Employs active listening skills. Exhibits diplomacy and communicates with others in a manner that demonstrates respect, professionalism and a commitment to the team. Offers and seeks assistance to and from coworkers that supports the team and ensures that patient needs are not compromised. Provides cross coverage during unexpected and scheduled absences. Participates in department initiatives and contributes to the team’s success. Acts as a liaison between key departments, providers and coworkers. Assists in mentoring new staff as directed. Flexibility & Resilience Demonstrates flexibility and adapts to shifting priorities in response to the needs of patients, caregivers and colleagues. This includes cross coverage with other ambulatory departments when necessary. Responds to change with a positive attitude and remains open-minded. Demonstrates ability to rebound quickly when confronted with challenging situations. Demonstrates a willingness to learn. General Responsibilities Has primary responsibility for scheduling and rescheduling patient appointments in accordance with established guidelines. Utilizes wait list to fill cancelled appointments. Answers and triages incoming telephone calls, takes messages and assists patients and families with problem resolution both in-person and over the telephone. Conducts appointment confirmation calls and sends confirmation letters when applicable. Reviews the daily patient schedule and ensures that all appropriate preparations are in place to facilitate efficient patient flow for the day and correct demographic and insurance information is in place. Greets patients and visitors. Performs all patient check-in duties including payment collection, informing patients of anticipated wait times, and collecting and ensuring all necessary paperwork is completed. Provides cross coverage as necessary, including lunch and vacation coverage. Monitors Televox for patient appointment confirmations. Works closely with other Nantucket Cottage Medical Group/Nantucket Cottage Hospital departments to schedule visits. Coordinates interpreter services and patient transportation as necessary. Prints pre-visit summary and labels at check-in and after visit summary upon check-out within the hospital campus. Obtains pertinent new patient information. Schedules ancillary appointments. Responsible for assisting and obtaining appropriate referral information from referral source. Pre-screens incoming referrals according to selection criteria. Coordinates medical documentation, scanning and indexing into the electronic medical record. Effectively navigates Epic, legacy systems, Patient Gateway and MS Office suite technology systems. Responsible for sorting mail, incoming electronic fax queues and directs correspondence to the appropriate recipient. Monitors and manages Patient Gateway daily. Coordinates clinical and/or physician administrative schedules. Maintains patient confidentiality in compliance with HIPAA guidelines. Performs other duties as assigned. Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position Interpersonal requirements: Must demonstrate strong interpersonal skills and be able to work cooperatively as part of a team and to work independently. Requires strong communication skills and good command of the English language. Must be able to communicate effectively and professionally with internal and external customers. Technical requirements: Proficiency with MS Windows and strong keyboard skills. Demonstrated understanding of managed care and other insurance plans. Knowledge of HIPAA Confidentiality and Privacy Policies. Ability to: Ability to tactfully communicate with both internal and external customers. Ability to handle stress and work in emergency situations. Ability to present themselves in a professional manner. Ability to work both independently or with a team approach. Demonstrated ability to work effectively and courteously with various groups of patients, staff, and providers. Credentials and Experience Required Associate Degree in Secretarial Science/Business, or a secretarial training certificate program, preferred. High school diploma required. English language proficiency in speaking, reading, writing and typing is required. Medical experience in a Doctor’s office is strongly preferred. Minimum of 2 years secretarial experience or equivalent in a medical or health care related setting preferred. Computer skills including MS Office necessary to utilize multiple programs required. Valid driver’s license preferred to run errands locally or if delivery of equipment is required. Special Requirements Days, evenings, weekends and holidays required for this position. Must be available to work in the case of a declared hospital emergency. EEO Statement Nantucket Cottage Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Primary Location #J-18808-Ljbffr
