Home Care Services Patient Services Coordinator

4 weeks ago

Beachwood, United States University Hospitals Health System Full time

Description This position is the key role in the smooth operations of a fast-paced clinical department. The Patient Services Coordinator acts as a primary interface between patients, field clinicians, referral sources, Clinical Manager, Resource Clinician and other agency departments including Intake, Authorizations, and Pharmacy staff. Coordinates patient scheduling for each ordered discipline from admission through discharge process. Coordinates schedules to ensure timely and accurate patient visits and to prevent non-billable and missed visits. Serves as a liaison between patients/families, & external/internal customers to provide a supportive experience. Proactively addresses STAT/same day scheduling requests for all ordered disciplines. Addresses missed, declined, unverified, and reassigned visits with field staff daily. Initiates and maintains ongoing communication between disciplines assigned to each patient through discharge. Communicates with all new patients prior to admission. Verifies demographics for accuracy and prepares patient/caregiver for expectations of first home care visit. Directly and promptly customer inquiries to provide a supportive and timely response to patients/families. Utilizes appropriate resources. Reports patterns of field clinician non-compliance with processes to clinical manager to bring processes in line with expectations. Refers only complex and/or clinical issues to Clinical Manager/Resource Clinician for follow-up. Demonstrates knowledge of patient skilled needs and homebound status for physician ordered services. Manages daily, weekly assigned tasks and reports. Ensures confidentiality of patient information. Answers telephone inquiries in a courteous, timely, and efficient manner. Maintains positive relationships with all contacts and co-workers to provide a quality customer service experience. Demonstrates expert interpersonal and communication skills with patients/caregivers and clinicians at all times. Maintains professionalism and composure under highly stressful situations. Possesses proficiency in information technology to facilitate timely communication to internal/external staff. Maintains in-depth knowledge of the electronic medical record. Provides cross-coverage within the department as needed. Participates in weekend and occasional observed holiday rotation as scheduled. Attends and actively participates in department/agency meetings. Performs other duties as assigned. Complies with all policies and standards. For specific duties and responsibilities, refer to documentation provided by the department during orientation. Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace. This position supports Home Care Services. This is full time 40 hours per week. Monday-Friday with rotating weekends and holidays. After the 90 day new hire assessment, this position will be hybrid. Equal Opportunity Employer -- minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

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