Healthcare Service Coordinator

2 weeks ago

Nashville, Tennessee, United States Vanderbilt University Medical Center Full time

About Vanderbilt University Medical Center:

Situated in Nashville, Tennessee, VUMC stands at the forefront of education, research, and patient care, fostering a community of diverse professionals dedicated to making a positive impact in the world.

Here, your skills will be appreciated, your knowledge will grow, and your capabilities will be put to the test. Vanderbilt Health values diversity as a cornerstone of excellence and innovation.

We strive to create an inclusive atmosphere where every individual has the opportunity to succeed, and where varied perspectives in culture, thought, learning, and leadership are welcomed and celebrated.

Our employees take immense pride in their contributions, recognizing that they are part of a larger mission, and they continuously seek to improve upon past achievements.

Vanderbilt's goal is to enhance health and wellness through outstanding programs in patient care, education, and research.

Department:
VIS Patient Services - Midtown

Position Overview:


We are seeking an individual to work on weekends for 12 hours each day and an additional 8 hours during the week, totaling 32 hours.

The Patient Services Specialist (PSS) plays a crucial role in delivering exceptional customer service, which includes managing phone communications, handling cash transactions, scheduling appointments, processing insurance updates, and facilitating patient check-in and check-out.

The PSS is key to ensuring a seamless patient experience, serving as the initial point of contact and must embody courtesy, patience, and professionalism.

Maintaining composure and politeness while interacting with patients is essential, as is the ability to collaborate effectively within a team and manage multiple tasks concurrently.


Key Responsibilities:
Welcome patients and visitors upon arrival. Regularly monitor the reception area to confirm patient check-ins. If unsure, verify the patient's status. Proactively inform patients of any wait times or delays during check-in. Provide updates regarding changes in wait times. Maintain a tidy workspace and uphold a professional appearance.

Answer each call with the standard greeting: Clinic name or identifier; Your name; respond within three rings.

Place callers on hold with their consent and for appropriate durations. Ensure complete transfer assistance for incoming calls when necessary. Exhibit excellent phone service etiquette.
Listen attentively to patients and direct calls to the appropriate personnel.
Schedule patient appointments with healthcare providers.
Follow the necessary procedures to forward calls to the answering service at the end of the day.
Accurately document messages with essential details.
Confirm patient appointments.
Prepare patient charts for upcoming visits.
Exhibit professional behavior in all patient-facing situations.
Demonstrate appropriate off-stage conduct when representing the organization.

Initiate messages by accurately including the following details: Name; At least two correct identifiers (MR#, DOB, SS#); Reason for the call or inquiry; Forward messages to the relevant recipient promptly, adhering to clinical protocols.

Respond to all messages using correct spelling, grammar, and appropriate commentary for medical record documentation.
Show the ability to identify and proactively assist patients or visitors. Provide accurate directional assistance independently or with the help of appropriate resources. Schedule, prepare, and organize patient charts for same-day visits.

Organize and prepare patient records daily (pull patient charts and organize them for visits); Ensure privacy by following sign-in standards; Verify patient identification by comparing sign-in data to two separate identifiers; Review notes for Referral and Central Registration needs; Accurately determine the correct account for the visit.

Refer to the Financial Screening Policy regarding payment responsibilities. Collect co-payments and document in the EMR. Provide receipts. Determine if a referral is necessary from insurance and ensure it is in place for the visit.

Verify demographic and insurance information through open-ended questions: Name-Accuracy and Spelling, SSN, Address, Phone-Work and Home, Employer, Insurance Information, Emergency Contact Information.

If insurance has changed, update the registration.

Scan insurance cards; Obtain card(s) from the patient or guarantor and scan (if new or not in the chart), using the designated device; Rank each card as primary, secondary, or tertiary.

Imprint with correct patient data, Release of Information/Assignment of Benefits, Clinical Intake Screening or History Forms.

Maintain an orderly reception area; Ensure accountability for each patient check-in; Proactively communicate with patients about delays; Manage disruptions in the reception area.

File lab slips, X-Ray reports, consult letters, and all other correspondence in patient charts; Respond accurately to Frequently Asked Questions.

Collect encounter forms and verify accuracy and completeness: Date of service; Encounter # and billing #; Attending Physician's name and number; Clinic location code; CPT codes and modifiers; ICD-10 codes; Referring provider for new patients when consultation charge is marked.

Collect self-pay balances per clinic policy; verify whether the patient's account shows a credit balance before collecting any co-pays; post professional charges.

Collaborate with the Office Manager to reconcile charge batches, balance cash collections to the Use Batch Report daily, reconcile cash discrepancies, prepare deposits, and take them to the central depository or bank (daily), and reconcile petty cash and submit to the central depository (daily).

Complete Medical Records processes; prepare Outside Medical Records for access during patient visits, either by creating a visit folder for hard copies or scanning in advance of the visit.

Prepare paper patient charts for storage or consolidation with the main medical record.
Respond to patient or other requests for medical record copies.
Incoming Patient & Referring MD Appointment Requests are scheduled according to clinic standards.
Tests, Procedures & Outgoing Referral MD Appointment Requests are scheduled according to clinic standards.

Minimum Qualifications:


A High School Diploma or GED (or equivalent experience) and three years in an office environment, with at least one year in a medical setting.


Licensure, Certification, and/or Registration (LCR):

Physical Requirements/Strengths needed & Physical Demands:

Medium Work category requiring exertion up to 50lbs of force occasionally and/or up to 20 of force frequently and/or up to 10 of force continually to move objects.


Movement:


Occasional:
Sitting: Remaining in a seated position.

Occasional:
Standing: Remaining on one's feet without moving.

Occasional:
Walking: Moving about on foot.

Occasional:

Bending/Stooping: Trunk bending downward and forward by bending the spine at the waist requiring full use of lower extremities and back muscles.



Occasional:

Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching, or maneuvering self, patient, and equipment simultaneously while working in large and small spaces.



Occasional:
Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.

Occasional:
Crawling: Moving about on hands and knees or hands and feet.

Occasional:
Kneeling: Bending legs at knees to come to rest on knee or knees.

Occasional:
Crouching/Squatting: Bending body downward and forward by bending legs and spine

Reaching above shoulders:
Extending arms in any direction above shoulders.

Occasional:

Reaching above shoulders:
Extending arms in any direction above shoulders.

Occasional:
Reaching below shoulders: Extending arms in any direction below shoulders.

Occasional:
Handling: Seizing, holding, grasping, turning, or otherwise working with hand or hands.

Occasional:
Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.

Occasional:

Bimanual Dexterity:
Requiring the use of both hands.

Sensory:


Occasional:
Communication: Expressing or exchanging written/verbal/electronic information.

Occasional:

Auditory: Perceiving the variances of sounds, tones, and pitches and able to focus on a single source of auditory information.



Occasional:

Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, and color vision.



Occasional:
Smell: Ability to detect and identify odors.

Occasional:
Taste: Ability to detect quality, texture, consistency, and taste of prepared foods/quality control.

Frequent:

Noise: May include exposure to occupational noise levels which equal or exceed an 8-hr time-weighted average of 85 decibels, requiring enrollment in VUMC's Hearing Conservation Program which includes training, use of hearing protection, and periodic audiometry.


Environmental Conditions:


Occasional:
Pathogens: Risk of exposure to bloodborne pathogens and other contagious illnesses.
Vanderbilt Health is dedicated to fostering a diverse environment that promotes excellence and innovation.

We are committed to creating an inclusive workplace where everyone has the opportunity to succeed and adhere to the principles of equal opportunity and affirmative action.

EOE/AA/Women/Minority/Vets/Disabled

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