Patient Services Coordinator

1 month ago

Crossville, Tennessee, United States Covenant Health Full time

Position Overview:

The Patient Services Coordinator plays a crucial role in managing the centralized scheduling of outpatient diagnostic and surgical procedures. This position is responsible for the precise collection and entry of essential financial and demographic information for all patients registered at our facility. The Coordinator ensures that verification of benefits and pre-certification requirements are fulfilled prior to scheduled appointments or admissions. Additionally, follow-up actions are taken as necessary on all urgent or unscheduled registrations to maintain consistency in the process. It is imperative to establish controls so that unscheduled patients receive accurate information regarding their financial responsibilities.

Key Responsibilities:

  • Collects co-payments and deposits based on verified information, generates receipts for payers, and ensures all cash transactions are delivered to the cashier for proper posting to patient accounts.
  • Maintains strict confidentiality of patient information at all times.
  • Recommends updates to existing policies and procedures to the Coordinator that align with our values, aimed at enhancing efficiency and promoting data integrity.
  • Immediately notifies the Financial Counselor upon scheduling or registering any potential self-pay, worker's compensation patients, or non-covered procedures.
  • Adjusts patient types based on information provided by Medical Records Staff and/or Care Coordinators, ensuring that documentation is present in the medical record to support these changes.
  • Ensures all reservations are documented accurately to support departmental statistics and enters faxed reservations into the scheduling system.
  • Schedules operative and diagnostic procedures using the scheduling system, documenting each scheduled procedure/event with detailed information and notifying departments of any special resources required.
  • Verifies insurance benefits and obtains pre-certification from various third-party payers, possessing extensive knowledge of insurance plan requirements. Provides necessary documentation to relevant staff for patients who may need financial assistance.
  • Efficiently gathers all demographic, medical, and financial information for scheduling, registration, and verification of patient accounts using the computer system to record data.
  • Collaborates with clinical and care management teams to identify opportunities for improving overall collections and cash flow.
  • Analyzes claims denial data to identify opportunities for enhanced collections, improved relations with insurance companies and physician practices, and streamlined workflow processes.
  • Reports relevant procedural changes and updates to appropriate leadership.
  • Interacts professionally with patients, physicians, visitors, and other hospital staff members.
  • Stays informed about regulatory and insurance requirements, ensuring that changes are incorporated into daily job functions.
  • Ensures that the registration process is conducted professionally, maintaining a registration accuracy rate of 95 to 100 percent.
  • Explains essential information to patients and family members, including consent for treatment, advance directives, medical/financial release, deposit requirements, billing and payment policies, and advanced beneficiary notices.
  • Recognizes situations that require supervision and seeks appropriate resources.
  • Directs and assists patients upon completion of the registration process to the appropriate nursing unit or diagnostic testing area.
  • Demonstrates motivation necessary for acceptable productivity levels.
  • Understands departmental goals and objectives, aligning them with the mission and values of Covenant Health.
  • Conducts pre-registration processes via phone and mail, advising patients of any co-pay or deductible amounts due upon admission.
  • Maintains an accurate bed board using the computerized bed tracking system to minimize wait times for admitted patients.
  • Coordinates with Nursing Services to manage the flow of inpatient and observation patient admissions.
  • Displays competence in utilizing all Information Computer Systems that provide information regarding patient registration and scheduling.
  • Updates schedules daily to reflect unexpected procedures, cancellations, or changes, communicating with all affected individuals.
  • Shows initiative to cross-train in all duties related to scheduling, registration, verification, and pre-certification.
  • Prepares patient account folders by scanning vital registration, scheduling, and verification documents into the optical imaging system.
  • Demonstrates the ability to manage multiple tasks and prioritize effectively.
  • Utilizes available resources appropriately, including hospital equipment and supplies.
  • Activates manual systems during computer network downtimes, printing schedules in advance when necessary, and notifying leadership of unscheduled downtimes.
  • Coordinates the scheduling of classrooms for meetings and conferences, ensuring confirmation for the correct date and time.
  • Adheres to policies, procedures, and safety standards, completing required education assignments annually and participating in quality improvement initiatives as requested.
  • Performs other duties as assigned.

Qualifications:

Minimum Education:

No specific education required; any combination of formal education and/or prior work experience that demonstrates the necessary knowledge, skills, and abilities to perform essential tasks of the job is acceptable. Preference may be given to candidates with a Bachelor's degree in a directly-related field from an accredited institution.

Minimum Experience:

One (1) year of experience in a hospital or financial setting, or a minimum of three (3) years of total customer-facing/customer service experience is required. Strong interpersonal skills are essential for dealing with patients and professional staff in a busy environment. Proficiency in computer applications such as Excel and Cerner is advantageous. The ability to multitask and maintain high levels of organization is crucial. Occasional travel between offices may be required.

Licensure Requirement:

No specific licensure is required.

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