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Patient Services Coordinator
2 months ago
Serves as the first point-of-contact for patients in a fast-paced clinical environment, utilizing exceptional customer service skills to coordinate care and provide an excellent patient experience.
Key Responsibilities- Coordinates all aspects of patient scheduling, including creating initial and follow-up appointments, rescheduling, and managing self-scheduled appointments.
- Manages multi-line telephone system, directing patients with emergent/urgent symptoms to appropriate clinical staff for screening.
- Verifies active and contracted insurance coverage, educating patients on co-insurance/co-pay, self-pay, and other payment options.
- Enrolls patients on the patient portal, explaining its attributes, benefits, and recommended use.
- Requests and validates interpreter services as needed.
- Greets patients, completes check-in process, and directs them to complete necessary paperwork.
- Monitors message pools, responds to patient requests, questions, and concerns within established timelines.
- Takes complete and accurate messages, coordinating communication between interdisciplinary staff.
- Manages appointment queues, including future appointment orders, cancellation lists, and wait lists.
- Prepares, documents, and sends patient outreach communications.
- Initiates outside medical record requests, requesting materials from admissions and emergency departments, physicians, and other authorized hospital staff.
- Manages incoming referrals through clinic documentation and established tracking protocols.
- Collects copayments in adherence with organizational goals.
- Cultivates a culture of community by supporting new staff training.
- Maintains tidy patient waiting and staff work areas in accordance with infection control standards and safety protocols.
- Orders and restocks patient forms and non-medical supplies.
- Performs open and close duties, which vary by clinic.
- High School diploma or equivalent
- 1 year of experience in a customer service role
- Excellent interpersonal communication skills
- Ability to problem solve, stay calm under pressure, and present oneself in a pleasant and professional manner
- Strong written communication skills
- Ability to work independently and as part of a team
- Actively listen to and validate patient conversations
- Ability to prioritize multiple tasks and access, analyze, and apply concepts associated with protocols, policy, and guidelines
- Previous experience in a medical reception or similar administrative role
- Knowledge of basic medical terminology and common medications
- Knowledge and experience accessing and verifying insurance coverage
- Electronic Medical Record (EMR) experience, preferably Cerner
- Familiarity with HIPAA and other health industry compliance standards
EvergreenHealth offers a comprehensive benefits package, including medical, vision, and dental insurance, on-demand virtual healthcare, health savings account, flexible spending account, life and disability insurance, retirement plans, tuition assistance, and paid time off.
