Patient Coordinator

Customer Service Representative

Acts as the initial point of contact for all patients, schedules appointments, registers and orients all new patients, submits patient information, coding and billing for services provided. This position is responsible for providing excellent customer service and compassionate care.

Compensation Pay Range: $19.09 - $25.69

Customer Service/Check-In

Greets and acknowledges all patients and visitors, both in office and on telephone, with professionalism and directs to appropriate services.

a. Acts as a positive role model to other staff, encouraging others to interact with customers, engage in conversation and express interest

b. Proactively greets customers by name and with individualized interest

c. Follows through on messages to be sure to keep entire team informed of issues as needed

d. Independently initiates and follows through with service recovery process while keeping all team members informed as needed

e. Monitors patient flow and attendance throughout the day frequently checking the waiting area and keeping patients informed of delays as needed

f. Acknowledges customer arrival at the desk promptly and courteously

g. Fosters a pleasant and professional office environment in keeping with Culture of Service Excellence standards

h. Answers telephones by the third ring, using department accepted greeting and in professional tone in accordance with the hospital's telephone etiquette standards

i. Checks phone messages each hour and responds to call within same business day

Pre-Registration and Registration

Completes pre-registrations and registrations with respect for patient privacy and understands the impact of data accuracy on hospital operations.

a. Ensures complete collection of referral information, including accurate patient demographics per department standard.

b. Ensures accurate registration of insurance information and communicates to patient in a confidential manner.

c. Completes registration and data entry of admission by selecting correct MR number and account number.

d. Demonstrates ability to determine acceptability of physician's order with regard to clarity of diagnosis, appropriateness of discipline ordered, appropriate date, treatment plan in accordance with injury and initiates process to obtain corrected order

e. Demonstrates independence, proficiency and accuracy with admission process, ensuring regulation compliance

f. Orients new patients to essential program guidelines and expectations (Cancellation and no shows policy, copayment, etc.)

g. Informs patient of their rights and responsibilities, HIPPA and completes all required documentation for a complete registration

h. Accurately prepares new patient chart according to departmental standard.

i. Consistently and independently detects and corrects errors in patient charts according to department standards

j. Actively seeks out opportunity to act as a mentor to other staff with regard to pre-registration and registration process accuracy

Scheduling Appointments

Schedules appointments in an efficient, coordinated, integrated manner to maximize optimal utilization of resources and patient access to services.

a. Accurately and efficiently able to link cases from the Epic system to the Raintree system

b. Able to accurately and independently complete a full set of appointments including single discipline, multiple discipline, both land and pool according to scheduling standards

c. Accurately cancels and reschedules when possible, all cancelled appointments at time of message received

d. Communicates with all appropriate staff in a timely manner any conflicts or difficulty scheduling visits

e. Consistently cooperates team wide to meet any scheduling needs

f. Uses creative approaches to solve scheduling difficulties and maximize optimal utilization of resources and timely access to service.

g. Actively seeks out opportunity to act as a mentor to other staff with regard to the scheduling process

Co-Payment Collection

Adheres to department standards for timely collection of co-payment, completing all documentation and delivery according to department standard

a. Actively pursues co-payment at time of visit through use of scripting as established by department standard b. Consistently identifies and corrects errors in co-payment ledger for accurate delivery to cashier

Daily Assignments and Long-Term Projects

Works independently to complete daily assignments by the end of the shift and long-term assignments by deadline established

a. Efficiently manages work schedule to accomplish assignments and activities before deadline

b. Works independently with infrequent need for supervision

c. Informs supervisor when not able to meet deadline

Technology:

Embraces technological solutions to work processes and practices

a. Accountable to respond to pagers/email according to department standard

b. Accepts changing environment as technology advances, willing to learn new techniques and equipment

c. Receptive to changes in department work processes and practices

d. Seeks appropriate guidance for new techniques

e. Offers suggestions for change to improve department

f. Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

g. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

Patient Interaction:

Staff will work to enhance the patient experience in every interaction.

a. Demonstrates professional courtesy in all interactions with patients, family and coworkers.

b. Answers all questions in a polite, professional manner or finds someone who can answer the question.

c. Able to handle difficult patients or situations in a calm, professional manner.

d. Able to report issues/concerns using the chain of command.

Department Workflow and Operations:

Staff will work together to facilitate a smooth department workflow:

a. Prints, reviews and inquires about all department specific reports as needed

b. Completes hand off communication with each shift change or time away from the front office

c. Able to complete weekly/monthly assignments according to rotating schedule

d. Follows schedule for retrievex process

e. Assists with ordering of supplies

f. Assists with taking minutes according to rotating schedule

Daily Office Functions:

Staff is able to independently manage daily office functions:

a. Able to perform multiple work tasks efficiently and effectively

b. Able to maintain a high level of concentration at all times

c. Able to identify within themselves when they may need time away from the front desk and to find the appropriate coverage

d. Participate in professional and appropriate conversations while at the front desk or while in the area of patients/family members

e. Able to work under pressure and to maintain composure during stressful situations

f. Able to provide a high level of service for all interactions at the front desk

g. Able to complete tasks according to assigned deadlines

h. Utilizes critical thinking and problem solving in day-to-day operations as well as in emergent situations.

i. Communicates appropriately and effectively following chain of command.

j. Demonstrates dependability and flexibility in meeting scheduling needs of the department.

Discharges:

Reviews discharge list created by clinicians and discharges patients in an accurate and timely manner.

a. Records discharged charts in Retrievex according to Retrievex workflow process.

Minimum Education - Preferred High School Diploma preferred.Minimum Work Experience One to two (12) years healthcare office experience required.Required additional Knowledge, and Abilities Strong customer service skills both in person and by telephone required.

Prior Epic experience for scheduling and registration preferred.

Previous interactions with patients and families preferred.

Varied schedule with the ability to travel to all South Shore Urgent Care locations (Braintree, Weymouth, Abington, Pembroke, Kingston, and Plymouth). Clinic hours are Monday - Friday 9:00 am - 7:00 pm and Saturday/Sunday 9:00 am - 4:00 pm. Weekend availability is required.