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Clinical Operations Coordinator

2 months ago

Cleveland, Ohio, United States University Hospitals Full time
Position Overview

The Patient Services Coordinator plays a crucial role in ensuring the efficient functioning of a dynamic clinical department.

Key Responsibilities
  • Act as the primary point of contact for patients, field clinicians, referral sources, and various agency departments including Intake and Authorizations.
  • Manage patient scheduling across all required disciplines from the admission stage through to discharge.
  • Ensure timely and precise patient visits to minimize non-billable and missed appointments.
  • Serve as a supportive liaison for patients and families, enhancing their experience with our services.
  • Address urgent scheduling requests promptly for all necessary disciplines.
  • Monitor and resolve issues related to missed, declined, unverified, and reassigned visits in collaboration with field staff.
  • Facilitate ongoing communication among the various disciplines involved in each patient's care until discharge.
  • Engage with new patients prior to their admission to set expectations and verify demographic information.
  • Directly handle customer inquiries to ensure timely and supportive responses.
  • Report any patterns of non-compliance by field clinicians to the clinical manager to align processes with expectations.
  • Refer complex clinical issues to the Clinical Manager or Resource Clinician as necessary.
  • Demonstrate a solid understanding of patient needs and homebound status for physician-ordered services.
  • Manage daily and weekly tasks and reporting responsibilities effectively.
  • Uphold the confidentiality of patient information at all times.
  • Respond to telephone inquiries with professionalism and efficiency.
  • Foster positive relationships with all stakeholders to enhance the quality of customer service.
  • Exhibit strong interpersonal and communication skills with patients, caregivers, and clinicians consistently.
  • Maintain professionalism and composure in high-pressure situations.
  • Utilize information technology proficiently to ensure effective communication with internal and external staff.
  • Possess in-depth knowledge of the electronic medical record system.
  • Provide cross-coverage within the department as required.
  • Participate in weekend and holiday rotations as scheduled.
  • Engage actively in department and agency meetings.
  • Perform additional duties as assigned while adhering to all policies and standards.
  • Ensure compliance with all regulations regarding the protection of patient health information.
Qualifications
  • High School Equivalent / GED required; Bachelor's Degree preferred.
  • Minimum of 1 year of experience in patient registration, scheduling, or a related medical field, or a corresponding Bachelor's degree.
  • Basic understanding of third-party payer and managed care insurance requirements.
  • Familiarity with medical terminology and ICD-10 coding.
  • Detail-oriented with strong organizational, analytical, and problem-solving skills.
  • Ability to generate reports and analyze data effectively.
  • Exceptional customer service, communication, and relationship-building skills.
  • Capability to multitask and work independently in a fast-paced environment.
  • Ability to exercise independent judgment while maintaining confidentiality.
  • Proficient in troubleshooting and resolving high-profile issues.
  • Demonstrated proficiency in using PCs, Microsoft Office, and general office equipment.