Patient Services Coordinator

2 months ago

Cleveland, United States University Hospitals Full time

This position is the key role in the smooth operations of a fast-paced clinical department. The Patient Services Coordinator acts as a primary interface between patients, field clinicians, referral sources, Clinical Manager, Resource Clinician and other agency departments including Intake, Authorizations, and Pharmacy staff. Coordinates patient scheduling for each ordered discipline from admission through discharge process. Coordinates schedules to ensure timely and accurate patient visits and to prevent non-billable and missed visits. Serves as a liaison between patients/families, & external/internal customers to provide a supportive experience. Proactively addresses STAT/same day scheduling requests for all ordered disciplines. Addresses missed, declined, unverified, and reassigned visits with field staff daily. Initiates and maintains ongoing communication between disciplines assigned to each patient through discharge. Communicates with all new patients prior to admission. Verifies demographics for accuracy and prepares patient/caregiver for expectations of first home care visit. Directly and promptly customer inquiries to provide a supportive and timely response to patients/families. Utilizes appropriate resources. Reports patterns of field clinician non-compliance with processes to clinical manager to bring processes in line with expectations. Refers only complex and/or clinical issues to Clinical Manager/Resource Clinician for follow-up. Demonstrates knowledge of patient skilled needs and homebound status for physician ordered services. Manages daily, weekly assigned tasks and reports. Ensures confidentiality of patient information. Answers telephone inquiries in a courteous, timely, and efficient manner. Maintains positive relationships with all contacts and co-workers to provide a quality customer service experience. Demonstrates expert interpersonal and communication skills with patients/caregivers and clinicians at all times. Maintains professionalism and composure under highly stressful situations. Possesses proficiency in information technology to facilitate timely communication to internal/external staff. Maintains in-depth knowledge of the electronic medical record. Provides cross-coverage within the department as needed. Participates in weekend and occasional observed holiday rotation as scheduled. Attends and actively participates in department/agency meetings. Performs other duties as assigned. Complies with all policies and standards. For specific duties and responsibilities, refer to documentation provided by the department during orientation. Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace. Monday-Friday with rotating weekends and holidays. After the 90 day new hire orientation, this position can become hybrid. Qualifications: High School Equivalent / GED required. Bachelor's Degree (Preferred) 1+ years experience in patient registration, scheduling, insurance office or related medical field or corresponding Bachelor's degree. Basic knowledge of third party payor and managed care insurance requirements. Basic medical terminology and ICD-10 coding knowledge. Detail-oriented and organized with good analytical and problem solving ability. Ability to run reports and analyze data. Excellent customer service, communication, presentation and relationship building skills. Ability to multi-task as well as function independently in a fast-paced and often stressful work environment. Ability to exercise independent judgment and maintain confidentiality. Ability to troubleshoot, resolve and follow-up on high profile issues. Demonstrated ability to use PCs, Microsoft Office and general office equipment (i.e. printers, copy machine, fax machine.

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