Healthcare Services Coordinator

2 weeks ago

Midland Michigan, United States MyMichigan Health Full time

Overview:
This role serves as the primary point of contact and delivers administrative, clerical, and reception support for the healthcare facility.

Facilitates the patient flow process by managing phone communications, organizing appointments, registering patients, confirming insurance details, verifying demographic information, collecting payments, and may involve scheduling diagnostic tests and processing referrals.

Ensures effective communication between the front office, clinical personnel, patients, and healthcare providers.

As the first point of interaction for the facility, this position embodies respect, kindness, compassion, courtesy, and professionalism towards patients, families, and visitors.

This role will exemplify outstanding customer service to a diverse patient demographic.

Key Responsibilities:
(20%)* Aims for superior customer service. Welcomes and acknowledges all patients, families, and visitors to the facility. Responds to incoming calls promptly, identifying and addressing customer needs, concerns, or complaints effectively.

(20%)* To ensure patient safety and accuracy, verifies and updates patient information; accesses various platforms to confirm insurance coverage and ensure correct provider assignment. Completes and updates all necessary documentation including but not limited to patient demographics, HIPAA compliance forms, Patient Provider Agreements, Medicare Secondary Payer forms, and treatment consents.

(20%)* Efficiently schedules patient appointments for all healthcare providers within the facility. Utilizes multiple computer systems including but not limited to practice management software, Electronic Medical Records (EMR), insurance verification tools, and health registries.

(20%)* Registers new patients and explains facility policies and procedures, including no-show and financial collection policies. For patient satisfaction surveys and portal registration, collects email addresses when available.

(20%)* Before patient departure, arranges future appointments, necessary tests, and procedures, collects applicable copayments, processes referrals, checks out patients, and obtains prior authorizations as needed.

Additional Duties:


Understands and applies HIPAA privacy regulations to daily communications, handling sensitive personal health information with care.


Educates patients on various policies including financial guidelines, HIPAA regulations, Patient Centered Medical Home principles, customer satisfaction surveys, and the Patient Portal.

Coordinates referrals between primary care and specialty providers within the healthcare system and beyond.

Schedules appointments and testing as necessary and obtains insurance authorizations when required.

Maintains cash drawer in accordance with organizational protocols and balancing procedures at the end of each day.

Records payments to patient accounts.

Handles all incoming communications efficiently.

Accurately faxes, files, and scans documents.

Maintains patient medical records with precision.

Performs office opening and closing procedures.

May provide support across multiple practices as needed.

Possesses knowledge of and accurately executes the medication and prescription release process.

Demonstrates a collaborative spirit and willingness to work as part of a team.

Communicates clearly, concisely, and professionally.

Trains and orients new staff members in the Patient Services Coordinator role.

Exhibits a commitment to meeting the needs of both internal and external customers in alignment with the organization's mission, policies, and procedures.

Performs other duties as assigned.

MyMichigan Health is a technology-driven organization, and employees are expected to demonstrate proficiency in Microsoft Windows.

Participation in further training opportunities offered by MyMichigan Health may be required.

Certifications and Licensures:
N/A

Required Education:

Education:
High School Diploma

Comments:
Associates Degree preferred.

Experience, Training, and Skills:
Proficient in reading, writing, mathematical, and computer skills.

Keyboarding skills are essential for patient registration and other office tasks.

Familiarity with medical terminology, office policies, practices, and procedures typically acquired through two years of experience in a medical office or similar environment.


Strong interpersonal skills are necessary for effective communication with individuals and groups, facilitating clear and understandable exchanges of ideas and concepts.


Physical/Mental Requirements and Typical Working Conditions:
May encounter stressful situations, including those involving public interaction, trauma, grief, and loss.

Must be able to wear personal protective equipment as required for the position.


Ability to move freely throughout the facility with or without assistance and perform job functions as outlined in the job description.

Overall vision and hearing capabilities are necessary, with or without assistive devices. Frequent sitting, standing, and walking for extended periods are required.

May necessitate frequent postural adjustments such as bending, kneeling, or crouching.

Some exposure to bloodborne pathogens and other potentially infectious materials.

Must adhere to MyMichigan Health protocols regarding bloodborne pathogens and TB testing as required.


Ability to manage multiple tasks, collaborate effectively with others, work independently, maintain regular attendance, and remain alert.

Overall dexterity is required, including handling, reaching, grasping, and feeling, with potential repetition of these movements regularly.

Physical Demand Level:
Sedentary. Must be able to occasionally lift or carry up to 10 lbs.

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