Patient Visit Coordinator

4 weeks ago

Santa Fe New Mexico, United States Presbyterian Healthcare Services Full time
Job Summary:

The Clinical Coordinator will perform visit closure activities to coordinate patient care while providing an exceptional patient experience. This role requires strong organizational and multi-tasking skills, as well as significant customer service and communication skills.

Key Responsibilities:
  • Coordinate patient care and provide an exceptional patient experience
  • Perform advanced scheduling for specialty or radiologic procedures
  • Recognize payor requirements and obtain prior authorization/certification/referrals for visits/procedures
  • Process daily referral workqueues for authorization, deferring only those that require payor consideration
  • Monitor in-baskets and reports for overdue results, waitlisted appointments, recalls, etc.
Customer Service and Caring Practices:
  • Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools
  • Address and attempt to resolve complaints in the moment by using key words at key times
  • Manage conflict and request the help of a supervisor when needed
  • Foster effective patient relations with patients, the public and providers by listening, responding and escalating when appropriate
  • Round with patients waiting to ensure their comfort and inform of delays when applicable
Encounter Components:
  • Review and follow order entered into the EHR by the clinician
  • Schedule return visits, lab, radiology, STAT & ASAP appointments and advanced imaging
  • Obtain Prior Authorization/Referral per payor protocols
  • Validate patient MyChart Access
  • Print AVS as applicable with double check for HIPAA privacy
  • Collect any backend patient balance such as high deductible
  • Communicate effectively to ordering clinician when any restriction, such as access, restricts or prohibits scheduling as ordered
Financial Accountabilities:
  • Refer as appropriate to on-site Financial Advocate, or for uninsured to the Financial Advocacy Center
  • Validate prior authorization/certification/referral are secured PRIOR to a scheduled procedure or test, alerting stakeholders (patient, patient representative, OR, etc.) if a breakdown occurs
Message Management:
  • Formulate complete and accurate telephone encounter messages and route to the appropriate Epic in-basket pool to support operational aspects of patient care
Medical Record Components:
  • Instruct patients on the Release of Information process and ensure a fully completed ROI Form is submitted to Health Information Management for incoming or outgoing records
Patient Relations:
  • Comprehend quality service connection to patient satisfaction and reimbursement
  • Participate in metric goals for telephone performance metrics, TSF and abandonment rate when applicable
  • Perform confirmation calls when applicable to include directions and instructions as required by the visit type
Patient Safety:
  • Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manager to alert the clinical team. Assist in any manner the clinic team directs
  • Ensure check out area, waiting area and walkways are clear of any unnecessary items and are clean and neat
  • Report any concern that may create a safety issue
  • Annual competency completion of Clerical Staff during a Code Blue
Quality Improvement:
  • Appointment reminder calls
  • Rescheduling
  • Evaluate provider schedules and take appropriate action to ensure accuracy and efficiency per guidelines
  • Work with assigned physicians to maximize schedule effectiveness
Requirements:
  • High school diploma or equivalent
  • Short-term training in Medical Terminology
  • Familiarity with CPT and ICD-10 coding
  • Minimum 18 months experience in a clinical setting with significant MD interaction
  • Proficiency in prior authorization/certification/referral process
  • Must pass EPIC competency for Registration at completion of Epic Clerical Training class
Benefits:

We offer a competitive compensation package, including a maximum offer of up to $23.07/Hr. Our benefits include a robust wellness program, including free access to our on-site and community-based gyms, nutrition coaching and classes, wellness challenges and more.

Presbyterian Healthcare Services is an equal opportunity employer and welcomes diversity in the workplace.

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