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Senior Patient Care Coordinator
2 months ago
Full-time
Description
POSITION OVERVIEW
The Senior Patient Care Coordinator is a versatile professional equipped to support patients in all non-clinical functions of a medical office, including but not limited to appointment scheduling, securing necessary referrals, confirming patient demographics and insurance details, collecting co-payments, and addressing patient inquiries.
This role collaborates with patients, the Practice Manager, physicians, and clinical personnel to enhance operational effectiveness.EDUCATIONAL AND EXPERIENCE REQUIREMENTS
- High school diploma or equivalent is required.
- A minimum of two (2) years of experience in a healthcare setting is essential, with a preference for ophthalmology or optometry.
- Successful completion of Patient Services Representative (PSR) training is mandatory, with the ability to fulfill all PSR responsibilities within 90 days of employment or transfer.
- Preferred completion of an insurance loading course and monitoring period within 90 days of employment or transfer.
KEY RESPONSIBILITIES
- Coordinate patient appointments following established protocols.
- Prepare billing tickets for upcoming appointments.
- Ensure all necessary referral and authorization information is secured prior to patient visits.
- Check-in patients, gather essential information, copy and scan insurance cards as necessary, and provide new patient documentation.
- Verify and update patient demographics and insurance information in the practice management system during each patient interaction.
- Inform clinical staff of patient arrivals and supply nurses with relevant documentation and information for consultations.
- Collect co-payments, deductibles, and other payments due at the time of service, adhering to established protocols for receipt issuance, cash handling, and daily deposits.
- Complete daily deposit logs.
- Facilitate patient check-out in accordance with office procedures.
- Answer phone calls promptly and professionally, adhering to corporate customer service standards.
- Review all billing tickets and address any incomplete items.
- Properly categorize and route billing tickets for processing.
- Maintain a balanced system by comparing charges to daily physician schedules.
- Manage appointment schedules to maximize the use of available time slots.
- Utilize appropriate systems to process referrals according to office protocols.
- Confirm patient appointments via phone prior to scheduled visits as directed.
- Comply with corporate policies, carrier guidelines, and other established protocols.
- Prepare all necessary information for scheduled appointments according to established protocols.
- Retrieve cash bags each morning.
- Input and release charges into the charge scrubbing system daily.
- Accurately input insurance information into the practice management system.
- Timely completion of the Missing Service Report (MSR).
- Accurately manage departmental schedules using the Scheduling Maintenance system.
- Assist the Practice Manager with front-end denials as needed.
- Perform additional duties as assigned.
CORPORATE CULTURE RESPONSIBILITIES
- Adhere to established corporate and department-specific policies and procedures.
- Participate in all required corporate and department-specific training.
- Uphold the organization's Purpose, Values, and Vision.
- Abide by corporate culture responsibilities.
- Perform other assigned duties with a positive attitude.
KNOWLEDGE, SKILLS, AND ABILITIES
- Exhibit strong customer service skills, excellent interpersonal abilities, meticulous attention to detail, and outstanding verbal and written communication skills.
- Demonstrate integrity and character, willing to embrace change and positively impact the lives of patients and colleagues.
- Ability to collaborate with staff at all organizational levels in a cooperative, team-oriented manner.
- Proficient in computer usage (i.e., PC Windows and MS Office) and capable of quickly learning new applications.
- Fluent in English, both written and verbal communication.
- Ability to communicate effectively with individuals from diverse socio-economic backgrounds.
- Exhibit active listening skills, taking time to understand others' points of view, asking relevant questions, and refraining from interrupting at inappropriate times.
- Maintain a professional demeanor while respecting patient privacy considerations.
PHYSICAL REQUIREMENTS
- Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally).
WORK ENVIRONMENT
- Clinical front office setting.
- Subject to frequent and constant interruptions during daily operations.
- Must be accessible to customers and staff throughout the day.
- May require extended hours to meet departmental needs.
