Clinic Office Operations Coordinator

3 weeks ago

Washington, United States Children's National Hospital Full time

**Description**

The Clinical Office Operations Coordinator will be responsible to coordinate clinic operations to include scheduling, staffing, clinic flow and charge capture. Supervise, train, mentor, and develop COR staff or work completely independently within a small clinic setting. Emphasis is placed on customer service, patient satisfaction, staff development, quality assurance and fiscal goals.

**Qualifications**

**Minimum Education**
Associate's Degree (preferred)

**Minimum Work Experience**
4 years 4-5 years of retail or other customer service industry experience or educational equivalent required. Experience in leadership, mentorship, training, patient billing, patient registration, scheduling, medical insurance verification, insurance screening preferred (required)

**Required Skills/Knowledge**
Advanced customer service and communication skills

Knowledge of computers necessary with ability to type minimum of 35 words/minute; experience with Microsoft Office (Word, Excel, PowerPoint) required

Ability to multi-task and prioritize

Exhibit critical thinking skills in high stress environments

Ability to follow oral and written instructions

Attention to detail

Contributes to a positive team environment

Independently problem solve and escalates appropriately

Ability to follow & give oral and written instructions

Knowledge of medical terminology and CPT/ICD coding required.

Demonstrated mentoring/ coaching skills

Demonstrated skills in analyzing, assessing, and interpreting data

Ability to recognize process improvement opportunities & execute

Must complete Ambulatory Services training curriculum and pass all competency assessments

Must demonstrate comprehensive understanding of clinic operations by end of probationary period to be evaluated by a combination of mock clinic score, registration quality scores, TOS collection activity, compliance with consents, customer service delivery, and time & attendance patterns

**Functional Accountabilities**
**Staff Development**
- Supervise, train, mentor and develop staff; provide direct feedback and counseling to staff about their performance.
- Conduct performance evaluations and manage performance goals.
- Establish work schedule for the staff.
- Conduct departmental staff meetings.

**Clinic Operations**
- Ensure telephones are answered and voice mails are managed appropriately.
- Ensure schedules are filled with appropriate patient visits; make/ensure appointment reminder calls are completed; schedule follow up visits at check out; manage the appointment request work lists.
- Manage physician templates
- Identify appropriate lab per insurance specifications; obtain/ensure referrals are on file in advance of visit; obtain authorizations (as needed); identify TOS, co-insurance and past balances; ensure that patients are financially cleared prior to date of service.
- May manage Kronos for staff.
- Order supplies; maintain office files.

**Billing**
- Ensure that scheduled patients are populating in revenue system appropriately.
- Reconcile the professional and technical charges in revenue system by COB each day.
- Follow up with providers/techs/nurses for any missing charges and escalates non-compliance appropriately as needed.
- Review and update Charge Entry database.
- Supervise to ensure that appropriate cash controls are in place and adhered to; reconcile daily collections and prepare the deposit

**Quality Control**
- Ensure that scheduled patients are populating in revenue system appropriately.
- Reconcile the professional and technical charges in revenue system by COB each day.
- Follow up with providers/techs/nurses for any missing charges and escalates non-compliance appropriately as needed.
- Review and update Charge Entry database.
- Supervise to ensure that appropriate cash controls are in place and adhered to; reconcile daily collections and prepare the deposit.

**Quality Control**
- Run and analyze standard reports and ensure errors are corrected.
- Monitor and supervise quality control of registration process.
- Maintain and monitor billing system and review monthly reports
- Review denial information and train staff according to findings
- Able to use reports from systems to identify and resolve problems.
- Proficiency with various systems used in ambulatory services; STAR, PPM, SCI, Medaptus, Passport, and Cerner.
- Work with manager around performance improvement action planning (Lean).

**Organizational Accountabilities**
**Organizational Accountabilities (Staff)**
**Organizational Commitment/Identification**
- Anticipate and responds to customer needs; follows up until needs are met

Teamwork/Communication
- Demonstrate collaborative and respectful behavior
- Partner with all team members to achieve goals
- Receptive to others’ ideas and opinions

Performance Improvement/Problem-solving
- Contribute to a positive work environment
- Demonstrate flexibility and willingness to change
- Identify opportunities to improve cl

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