Practice Coordinator

 Full-time (40 hrs/week) scheduling position available with regional medical oncology practice. We are looking for a caring and highly motivated medical office scheduler for our Concord location. This front office work includes: rescheduling appointments, booking outside testing, following up on outstanding testing, and other medical office duties. This is primarily a non-patient facing position (telephone support), with occasional front office coverage. Two years of medical office experience is required along with working knowledge of computerized scheduling systems. 

Covid vaccine is required for this role.

SUMMARY: The Practice Coordinator is responsible for supporting administrative duties for the practice in the outpatient setting, with communication and information dissemination, liaison and coordinating duties related to outpatient and inpatient support of NHOH or our collaborating institution patients. Responsibilities include greeting patients, scheduling, confirming appointments, and completing clerical work. These positions include support of new patients, follow up and in-clinic support and play a critical role in ensuring patient and family safety, comfort, and continuity of care at NHOH and our collaborating institutions. The Mission, Vision and Core Values of the New Hampshire Oncology Hematology, PA (NHOH) are incorporated into all areas of practice.

Job family functions vary and may range in autonomy and complexity based on position level. Essential functions of this family may include:

• Providing administrative support and coordination for all aspects of patient care for both new and/or established patients
• Providing administrative support and coordination for a clinical practice and patient care consisting of physicians, midlevel providers, nurses, medical assistants, lab staff, and research staff.
• Scheduling appointments following guidelines that support safe clinical practice, patient comfort, continuity of care for complex visits, and a high standard of timely communication and rescheduling as necessary
• Appropriately arranging resources to support the highest standard of follow-up patient visits

ESSENTIAL DUTIES & RESPONSIBILITIES – Level 1 and Level 2:

A. Administrative Support of Practice

• Supports patient flow by appropriately directing patients and family members and managing the waiting areas.
• Provides customer service to colleagues and other staff members on the use of specific systems as well as on-site and off-site processes.
• Monitors the lobby area for neatness and cleanliness and ensures that appropriate assistance is given to the patients and family members.
• Phone Receptionist coverage to include: Answer telephone; triage calls and directs/transfers calls to correct extension/location; transition telephones to and from answering service; retrieves messages from the answering service and triages appropriately; facilitates pages to providers; initiates appointment reminder calls and follow-up on failed reminders. See complete Phone Receptionist job description for details.
• Recognize emergencies and appropriately responds using standard operating procedures and critical thinking skills.

B. Patient Check-In

• Prepare for patients' arrival next day, including printing any appt slips, wristbands, etc…..
• Greet patients; verbally verify all demographic and insurances information and updates patient information in practice management system appropriately. Collects insurance cards and scans them into the system; arrives patient in system; provides patient wristband and any other required documents.
• Collect co payment or coinsurance, document payment in system, generate receipt
• Refer patients to financial counselor as appropriate.
• Direct patient to the appropriate waiting area
• Handles walk-in patients & late patients as appropriate following required process for each situation.

C. Patient check-out

• Schedule follow up appointments for exam and infusion services; coordinates ancillary appointments (lab, imaging, radiation oncology, etc) using EMR or other systems as appropriate.
• Assist in scheduling other ancillary appointments/referrals, including but not limited to: imaging, lab, radiation oncology. This requires contacting local hospital departments or other providers and sending order/requisition and patient clinical information.
• Obtain same day insurance authorizations for STAT testing
• Facilitate all authorizations for radiology or specialty testing as needed either in-house or for those handled by outside agencies
• Schedule all inpatient treatments, transfusions, ambulatory center treatments as needed at local hospitals.

D. Ancillary scheduling/reconciliation

• Reschedule appointments, as may be requested by the patient or provider.
• Schedule second opinion consults, ensuring all necessary information (imaging, pathology, medical records) are sent to physician.
• Reconcile any pending provider appointments, checking for lab result updates and rescheduling appointments as needed.
• Review and follow-up on any pending unscheduled, cancelled, no-show or other appts as well as confirming all referred activities to an outside provider/agency have been scheduled.

E. End of day functions

• Reconcile daily payments; places cash, checks, and receipts in designated secure location; prepares cash and checks for deposit.
• Ensure paperwork and other forms are properly prepared for appointments scheduled the following day.
• Review and reconcile pending in-boxes for any outstanding orders, authorizations, and appointments to be scheduled.
• Print daily schedule/appointment forms and distributes to providers and other staff.
• May run clinic reports such as next day appt lists or other work lists under the direction of the office manager.

F. Order supplies/shipments

• Maintain adequate supply of necessary paper forms and office supplies.
• Receive shipments for practice and places supplies and stock items in the proper storage area.
• Process order for office supplies in the unit under the direction of the Office Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES –Level 2 Only

A. Additional Front Office/Scheduling Support

• Managing the R/S VM line, including taking action on all messages to reschedule patients.
• Working on MD reschedules related to time off needs.
• Assisting with urgent R/S needs related to provider call-outs.
• Special projects as requested by Admin team to support front office.
• Running and managing the following scheduling reports in both systems to ensure testing is scheduled per orders and patient appointments are rescheduled and followed up on.
• Unscheduled Report, Radiology Report, No-show/Cancellation Report.
• Remote and in-person front office support for both sites; supplementing a site with scheduling assistance on high-volume days.
• Assisting with new hire training under the direction of Leadership.

KNOWLEDGE & SKILLS:

• Excellent customer service and communication skills, both written and verbal.
• Self starter with strong team player and leadership abilities.
• Strong analytical skills, problem solving skills, attention to details, ability to balance multiple tasks.
• Ability to be organized in a fast-paced environment, prioritize and meet pre-determined deadlines.

WORKING CONDITIONS:

Practice Coordinator tasks require sitting, walking, bending, reaching and lifting. Most tasks require mobility and a broad range of hand, arm and shoulder motion. Data-entry tasks require wrist, hand and finger dexterity. The work requires accuracy and continuous mental and visual attention as well as the ability to work quickly and efficiently. Frequent interruptions require the ability to stay focused and return to uncompleted tasks. Written information must be legible. Telephone contacts with external healthcare providers requires the ability to listen and respond in a professional manner, make necessary notations about the call and follow-through with appropriate NHOH doctor or staff.

The ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job. In addition to those essential duties previously described, all tasks require organizational skills, accuracy and frequent mental and visual attention. Good hearing and vision is required, including accuracy in reading hand-written medical information.

This role is located in the clinic and office setting with possible exposure to infectious diseases through airborne transmission or contact with blood or body fluids. Work is performed in a clean and neat medical office/treatment environment. Workstations, appropriate equipment and supplies are provided for ease in performing tasks. Employees are responsible for maintaining their work area in a clean, neat, safe and orderly condition. Employees are responsible for wearing any Personal Protective Equipment that may be required in performing tasks that involve exposure to chemicals, blood or bodily fluids. The employee must be able to perform the duties and responsibilities of the position without posing a direct threat to his or her health and safety, or the health and safety of other individuals in the workplace.

Requirements

EXPERIENCE/EDUCATION

Certification preferred, high school diploma or GED required.

Minimum of one to two years of experience in a customer service environment required.

Knowledge of managed care policies and medical terminology preferred.

Working knowledge of hospital/professional services billing systems and patient scheduling systems.

Strong understanding of Microsoft Office product suite.