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Patient Care Coordinator
2 months ago
Overview: In partnership with the interdisciplinary care team, executes the administrative functions essential for delivering outstanding patient-focused care. Responsibilities include reception duties, patient registration, demographic and insurance verification, managing telephone inquiries, and providing exemplary customer service to patients and the healthcare team. As a Level II representative, operates independently under the guidance of the Practice Supervisor or Manager.
Key Responsibilities:
1)
Enhancing the
Patient Experience:
Welcomes patients in a friendly and professional manner, showing genuine interest and concern. Utilizes eye contact and positive language (e.g., greetings, offers of assistance). Ensures patient confidentiality by verifying the reason for visit through the system. Collects and confirms patient demographic information and checks for necessary referrals or pre-authorizations. Provides timely updates regarding the provider's schedule (on time or delayed).
Patient Hospitality:
Maintains a welcoming waiting area, ensuring reading materials and play areas are tidy. Guides patients and their families to restrooms and other facilities. Inquires if additional assistance is needed.
Employees at this level are adept at interacting with a diverse range of patients, their families, and caregivers, addressing concerns and suggesting improvements to enhance their experience.
2)Insurance Verification:
Requests and verifies proof of insurance using appropriate systems, initiating financial counseling as needed. Assists patients in accurately completing medical release forms.
Possesses knowledge of insurance coverage and billing for both Part A (hospital) and Part B (provider).
3)
Payment Processing:
Handles co-payments
Requests, accepts, and documents co-payments and payments on account balances, providing change as necessary. Secures cash drawer in accordance with departmental protocols. Prepares daily deposits and submits deposit slips with payments. Reconciles collections and billing records, issuing receipts.
4)
Communication:
Establishes and maintains collaborative relationships with colleagues, providers, and other agencies. Shares and receives information as required while adhering to policies and regulations (e.g., HIPAA). Engages with the public in a cheerful, customer service-oriented manner. Demonstrates cultural awareness and adapts to accommodate diverse backgrounds. Manages challenging conversations effectively.
5)
Checkout Procedures:
Follows departmental protocols to review patient information, ensuring patients receive necessary details, schedule follow-up visits, and provide referrals. Accurately timestamps patient checkouts in the appropriate systems. Offers a departure summary to every patient.
6)
Telephone Management:
Answers calls promptly and courteously within established practice timeframes. Directs calls to the appropriate personnel and/or creates messages in the system. Processes administrative messages and responds or forwards calls as necessary.
7)
Appointment Scheduling:
Coordinates new, follow-up, or walk-in appointments in accordance with practice guidelines. Ensures no duplicate medical record numbers are created. Makes reminder calls to patients and manages cancellations, waitlists, and no-shows.
8)
Mail and Fax Processing:
Opens, sorts, and distributes all incoming mail and faxes daily according to practice guidelines.
9)Documentation Management:
Prints orders, letters, or brief medical records (assists in contacting Health Information Management for larger records), obtaining necessary releases or approvals in compliance with practice policies and regulations (e.g., HIPAA). Prepares documents for scanning.
10)
Scheduling Coordination:
Manages physician schedules to ensure patients are seen according to practice guidelines. Collaborates with physicians and practice managers or supervisors to schedule or reschedule appointments based on patient or practice needs.
11)
Leadership Responsibilities:
Understands and adheres to office procedures and policies. Proposes changes to enhance quality, efficiency, or patient experience.
12)
Interpreter Services:
If authorized, provides interpreter services for nursing staff, providers, and social services as needed. Accurately interprets questions, information, and instructions for patients and providers, often involving medical terminology. Explains cultural differences to promote understanding and facilitate quality patient care. Translates brief provider instructions for patients/families into the target language. Spot translates written documents as necessary. Completes one evaluation translation annually.
13)
Additional Duties:
Responsibilities may vary in larger practices or may include extra tasks in smaller practices (e.g., preparing rosters, scheduling surgeries, etc.).
Required Experience:
1) Experience or education equivalent to that typically acquired through a high school diploma. Preferred Experience:
1) 18 months of relevant experience.
Skills and Competencies:
1) Proficiency in medical terminology, keyboarding, Microsoft Office applications, scheduling systems, medical records (both electronic and paper), billing, basic mathematics, language proficiency, reading and writing, and customer service.
2) If applicable, validates interpretation and translation skills and participates in required interpreter in-service meetings.
Commitment to Baystate Health: At Baystate Health, we believe that treating each other with dignity and equity fosters respect for our patients and staff. This approach transforms us from merely an organization into a community where everyone belongs. It is how we advance care and enhance the lives of all individuals.
DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.
Education Requirements:
GED or HiSET (Required)
Certifications:*Equal Employment Opportunity Employer**Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.
