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Patient Access Coordinator

4 months ago

Wilmington, United States MedNorth Health Center Full time
SUMMARY:   Under the general direction of the Patient Access Supervisor, the Patient Access Coordinator (PAC), works as part of the Clinical Office Team performing those duties necessary to prepare patients administratively for a clinical visit. The PAC is responsible for the accuracy and completion of patient accounts based on MedNorth departmental protocol, policies and procedures, and compliance with regulatory agencies, including registration functions and ensuring all insurance requirements are met prior to patient’s checkout.  The candidate’s duties include answering the telephone, making appointments, insurance verification and maintaining medical provider schedules. The ideal candidate should possess the ability to provide a positive patient experience and excellent customer service skills, the ability to multi-task, and attention to detail. PAC must be available to work clinic hours of operation.

PRIMARY DUTIES and RESPONSIBILITIES:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Duties and Responsibilities include the following: 
  • PAC will process patient registration and assist patients as needed, ensuring all fields in the registration are completed 
  • PAC will ensure patients are being scheduled appropriately for providers, following the provider scheduling guide  
  • Follow standardized front office workflows
  • Ensure a positive patient experience
    • Training on AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You) 
    • Maintains positive customer service at all times 
  • Complete daily tasks timely
  • At check-in
    • Ensure demographics are updated as well as any annual data requirements are met 
  • At Check out
    • Ensure all data has been collected.
    • Ensure follow-up appointments are made or in process
    • Process patient collections at check-in and check out
  • Ability to read and provide patients with any unpaid balances due
  • PAC must meet expectations of insurance verification to prevent billing delays
  • Follow up with patients that have not provided required insurance verification, ID’s and photos, etc. prior to check-in
  • Provide patient education, handouts on CareMed, Cape Fear Health Net, Managed care 
  • As needed collect CareMed applications, after ensuring the application is complete and answer any questions for patients
  • Ensure patient appointment confirmations are completed using the current appointment confirmation system
  • Report patient concerns to the supervisor
  • Ensure ongoing effective communication with Medical Assistants and other clinical staff
  • Communicating departments ‘protocol when managing same-day patients 
  •  Available to work during all clinic hours of operation
  • Ability to work in more than one practice management system
  • Follow departmental policies, practices, procedures, and work rules in accordance with approved department and agency policies and assists in the development and implementation of new policies according to agency and regulatory guidelines.
  • Provide telephone and face-to-face responses to requests for services/information in a timely manner
  • Return all voice messages, and patient text messages in a timely manner (daily morning messages before 12noon and afternoon messages before 5:00pm or sooner)
  • Operator coverage as assigned 
  • Demonstrates a commitment to cultural competence
  • Promotes a safe, calm and secure environment 
  • Other duties, responsibilities and activities may change or be assigned at any time with or without notice

SUPERVISORY RESPONSIBILITIES: N/A

ADMINISTRATIVE RESPONSIBILITIES:  N/A

QUALIFICATION REQUIREMENTS:  The requirements listed below are representative of the knowledge skills, and/or ability required.
  • EDUCATION AND/OR EXPERIENCE:  High School graduate or equivalent, with a minimum of 6 months experience in a healthcare environment. Experience with practice management systems, ability to access online eligibility & verification systems. Experience in customer relations and cross-system communication.
  • INTERPERSONAL SKILLS:  Excellent interpersonal, organizational and customer service skills.  Teamwork and communication skills essential, ability to work independently as well. Treat all patients, co-workers, and managers with courtesy and respect.
  • MENTAL ABILITIES:  Cognitive reasoning. Clear thinking in high-pressure situations.  Ability to prioritize and withstand the pressure of continual work with variable requirements.  Ability to concentrate and maintain accuracy despite frequent interruptions.  Critical thinking and organization skills, problem-solving, and reasoning capabilities. Ability to prioritize and handle multiple tasks, and to work in a fast-paced atmosphere.
  • LANGUAGE SKILLS:  Ability to speak English fluently.  Spanish speaking or another language is a plus.
  • COMPUTER SKILLS: To perform this job successfully, an individual should have demonstrated competence in Microsoft Office suite and basic data entry skills.
  • LICENSES, CERTIFICATES, REGISTRATIONS:  N/A

PHYSICAL DEMANDS:    The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, talk, and hear, use hands to finger, handle or feel.  The employee is occasionally required to stoop, kneel, crouch or crawl.  The employee is frequently required to lift and/or move up to 40 pounds.

The special vision requirements for this job are close vision (clear vision at 20 inches or less), color vision (ability to identify and distinguish colors).

WORK ENVIRONMENT: The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions for this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

MedNorth Health Center provides comprehensive health care services, inside a multicultural medical/dental clinic, to all individuals; insured, uninsured, and underinsured.  The building is heated in winter and air-conditioned in the summer with noise levels of moderate to loud.  We serve patients who speak multiple languages and who may need the assistance of an interpreter.  In this position, one may be subject to exposure to copier toner, correction fluid, bright fluorescent lighting, and continuous personal computer exposure.

MedNorth Health Center is an equal-opportunity employer. Hiring decisions are made without regard to race, color, religion, national origin, sexual orientation, gender identity, disability, or veteran status. EOE/AA/M/F/D/V

This job is a Bloodborne Pathogens risk category III position.

GENERAL EXPECTATIONS:
  • The incumbent is expected to attend work on a daily basis and to be at work on time.
  • The incumbent is expected to report absences in accordance with personnel policies and procedures.
  • The incumbent's work is expected to be accurate, neat, and thorough, and completed on time.
  • The incumbent is expected to have a positive attitude, be cooperative, and be considerate of others.
  • The incumbent is expected to be dependable and is expected to accept responsibility for assignments and duties given.
  • The incumbent has the ability to receive and express detailed information through oral and written communications.
  • The incumbent is expected to dress and act in a professional manner and adhere to all safety standards.
  • The incumbent is expected to participate in staff meetings, be courteous and polite with patients and other staff.
  • The incumbent is expected to maintain confidentiality.
  • The incumbent is expected to wear a uniform.