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Patient Appointment Coordinator
2 months ago
Overview:
The Patient Appointment Coordinator plays a vital role in assisting patients, healthcare facilities, and other callers in arranging necessary outpatient services within the BronxCare Health System. This position operates in a dynamic and high-volume call center environment, ensuring an exceptional patient-centered customer service experience. The Coordinator guarantees that each patient is scheduled with the appropriate healthcare provider while adhering to their health insurance utilization requirements.
Key Responsibilities:
The primary focus of this role is to deliver an outstanding patient experience consistently, recognizing the essential contribution to BronxCare's commitment to patients and their families.
- Manage centralized telephone scheduling of patient appointments utilizing ALLSCRIPTS in a call center setting, which includes scheduling, rescheduling, and handling cancellations.
- Exhibit proficiency in pre-registration and pre-certification requirements for various insurance plans to ensure necessary approvals and coordination of benefits prior to patient visits.
- Verify insurance details, authorizations, and pre-registration information for each patient appointment, incorporating any missing data or demographic changes as advised by the patient.
- Collaborate with hospital and clinic personnel to facilitate appointment scheduling for follow-up visits after inpatient discharges, ensuring continuity of care.
- Maintain the highest standards of professionalism and confidentiality at all times, ensuring compliance with federal and state regulations such as HIPAA and EMTALA.
- Act as a liaison among clinics, physicians, patients, staff, insurers, and ancillary departments, fostering positive relationships with all stakeholders.
Qualifications:
A High School diploma or GED is required, with an Associate's degree preferred. Proficiency in Windows OS and Microsoft Office applications, including Outlook/Exchange, Word, and internet browsers, is essential. A minimum of 1-2 years of customer service experience, preferably in a call center or outpatient healthcare setting, is required. Experience in health benefit verification and third-party billing is strongly preferred. Bilingual proficiency in English and Spanish is advantageous.
