Patient Services Coordinator

2 weeks ago

Canton, Ohio, United States Wellstar Health Systems Full time
Facility: Wellstar Health Systems

Position Overview: The Patient Services Coordinator (PSC) plays a vital role in delivering outstanding customer service and support to our patients and clients. This position involves welcoming patients, managing patient registrations during check-in and check-out, handling incoming calls, scheduling appointments, overseeing cash transactions, and performing administrative tasks that facilitate the smooth operation of the practice. The PSC is a key contributor to enhancing patient satisfaction, employee morale, and financial performance. This role requires a highly capable individual who can efficiently juggle multiple tasks while effectively communicating with diverse clientele.

Key Responsibilities:

Customer Engagement:
  • a. Following our AIDET principles, the PSC will warmly greet patients and visitors in person or over the phone, clearly identifying themselves and the practice.
  • b. Managing incoming calls; directing them to the appropriate staff, taking messages as needed within the electronic health record (EHR), and scheduling patient appointments as requested.
  • c. Proactively communicating with patients regarding any delays or waiting times for care.
  • d. Collaborating with clinical staff and providers in a cohesive team environment.
  • e. Monitoring patient call wait times; staying alert to system queues, responding to voicemails and messages promptly, and offering options to return calls if patients are on hold for extended periods.

Operational and Financial Management:
  • a. Registering and scheduling patients for appointments; verifying patient insurance eligibility through relevant systems, checking in patients, scanning insurance cards and identification into the EHR, and ensuring all necessary documentation is completed.
  • b. Collecting co-pays and any outstanding balances, in accordance with the cash management policy.
  • c. Managing cash handling; verifying opening balances, ensuring accurate change and collections, and reconciling daily financial reports.
  • d. Assisting with patient check-out; collecting any deductibles or self-pay balances, establishing payment plans, and scheduling follow-up appointments.
  • e. Contacting patients for appointment reminders.

Administrative Duties:
  • Coordinating with the clinic for visits from pharmaceutical representatives, handling sample pick-ups, and addressing other clinic-related requests.
  • Performing additional tasks as assigned by management.

Education Requirements: High school diploma or equivalent is required.
Licensure and Certification: All necessary certifications must be obtained upon hire unless otherwise specified.
Experience Requirements: 1-2 years of administrative experience in a medical office or healthcare environment is preferred, along with prior customer service experience.
Essential Skills: Proficiency in computer applications is essential. Familiarity with medical terminology, including coding (CPT-4, ICD-9, and HCPCS), is preferred. Knowledge of insurance filing processes and requirements is beneficial. Strong verbal and written communication skills are necessary. Candidates must be able to communicate effectively in English and maintain a positive attitude while working collaboratively in a team setting.

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