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Patient Care Coordinator
2 months ago
Overview: In collaboration with a diverse healthcare team, this role encompasses essential administrative functions to ensure outstanding patient-focused service. Responsibilities include reception duties, patient registration, demographic and insurance validation, handling incoming calls, and providing exceptional customer service to patients and the healthcare team. As a Level II representative, this position operates independently under the guidance of the Practice Supervisor or Manager.
Key Responsibilities:
1)
Enhancing the Patient Experience:
Welcome patients in a friendly and warm manner, showing genuine interest and concern. Maintain patient confidentiality while verifying the purpose of visits. Collect and confirm patient demographic information and ensure necessary referrals or pre-authorizations are in place. Provide timely updates regarding provider availability.
Hospitality:
Ensure the waiting area is well-maintained, including reading materials and play areas. Guide patients and their families to amenities and check if further assistance is needed.
Employees in this role are adept at interacting with a diverse range of patients and their families, addressing concerns, and suggesting improvements to enhance their experience.
2)Insurance Verification:
Request and confirm proof of insurance using the appropriate systems, initiating financial counseling as needed. Assist patients in accurately completing medical release forms and understand billing for both hospital and provider services.
3)
Payment Processing:
Co-payments
Request, accept, and document co-payments and account balance payments, ensuring accurate change is provided. Secure cash drawer following departmental protocols. Prepare daily deposits and reconcile collections with billing information, providing receipts as necessary.
4)
Communication:
Foster and maintain collaborative relationships with colleagues, providers, and external agencies. Share and receive information in compliance with policies and regulations (e.g., HIPAA). Interact with the public in a positive, customer-focused manner, demonstrating cultural awareness and managing challenging conversations effectively.
5)
Patient Checkout:
Follow departmental procedures to review patient information, ensuring they have all necessary details for follow-up visits and referrals. Accurately timestamp patient departures in the appropriate systems, offering a departure summary to each patient.
6)
Telephone Management:
Answer phone calls promptly and courteously, routing calls to the appropriate personnel or creating messages in the system as needed. Manage administrative messages and respond or direct calls appropriately.
7)
Appointment Scheduling:
Schedule new, follow-up, or walk-in appointments according to practice guidelines, ensuring no duplicate medical record numbers are created. Make reminder calls to patients and manage cancellations, waitlists, and no-shows.
8)
Mail and Fax Processing:
Open, sort, and distribute all incoming mail and faxes daily, adhering to practice guidelines.
9)Documentation:
Print orders, letters, or brief medical records, assisting in contacting Health Information Management for larger records, ensuring compliance with practice policies and regulations (e.g., HIPAA). Prepare documents for scanning.
10)
Scheduling:
Manage physician schedules to ensure patients are seen according to practice guidelines. Collaborate with physicians and practice management to schedule or reschedule appointments based on patient and practice needs.
11)
Leadership:
Understand and adhere to office procedures and policies, recommending changes to enhance quality, efficiency, or patient experience.
12)
Interpreter Services:
When approved, provide interpreter services for nursing, provider, and social services staff as required. Accurately interpret questions and instructions for patients and providers, explaining cultural differences to promote understanding and facilitate quality care. Translate brief provider instructions for patients and families into the target language, and perform spot translations of written documents as necessary. Complete one evaluation translation annually.
13)
Additional Duties:
Responsibilities may vary in larger practices or may include additional tasks in smaller practices (e.g., preparing rosters, scheduling surgeries, etc.).
Required Work Experience:
1) Experience or education equivalent to that generally obtained through a high school diploma. Preferred Work Experience:
1) 18 months of relevant experience.
Skills and Competencies:
1) Proficiency in medical terminology, keyboarding, Microsoft Office applications, scheduling systems, medical records (both electronic and paper), billing, basic mathematics, language skills, reading and writing, and customer service.
2) If applicable, validate interpretation and translation skills and attend required interpreter in-service meetings.
At Baystate Health, we believe in treating each other with dignity and equity, fostering respect for our patients and staff. This commitment creates a community where everyone belongs, enhancing the care we provide and the lives we touch.
DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.
Education:
GED or HiSET (Required)
Certifications:*Equal Employment Opportunity Employer**Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
