Patient Services Coordinator - Part Time - 24 hrs/week
Company: Partners Healthcare
Location: Nantucket
Posted on: June 21, 2022
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Job Description:
Part-Time, Day Shift, Saturday/Sunday/Monday requiredJob
Summary:Under general supervision, the Patient Services Coordinator
provides administrative support to health care providers in
high-volume ambulatory settings, functioning as the primary
interface between the patient and the providers. The emphasis is
placed on the ability to organize priorities, complete tasks,
manage confidential patient information, schedule patient
appointments and diagnostic testing, referrals and other managed
care related issues. The Patient Services Coordinator is
responsible for front desk greeting, check in, check out,
scheduling patient appointments, diagnostic testing, coordinating
referral, authorizations and managed care related issues. This
position is responsible for managing the day-to-day patient flow at
time of check-in and check-out. The Patient Services Coordinator is
expected to take complete responsibility for every customer
interaction by creating a welcoming environment and providing
outstanding service.The Patient Services Coordinator will work with
colleagues and clinicians in one or a combination of ambulatory
settings.Required Competencies:Service Excellence Demonstrates a
commitment to the NCH/NCMG Mission, Standards of Behaviors, and
department service vision. Enthusiastically connects with a diverse
population of patients, caregivers and colleagues. Prioritizes work
in alignment with the needs of the patients, family members,
caregivers and colleagues. Ability to maintain a high level of
professionalism and handles all situations diplomatically and
courteously. Consistently maintains a comfortable, clean and safe
setting. Adheres to department dress policy.Attention to Detail
Adheres to assigned schedules to ensure appropriate staffing
coverage. Performs all check-in and check-out functions. Receives
and responds to internal and external telephone calls from
patients, caregivers, coworkers and other departments. Schedules
all forms of ambulatory patient appointments. Responsible for
collecting patient payments.Communication Demonstrates strong
verbal and written skills. Provides accurate information and clear
explanations regarding appointment requirements, instructions and
policies and procedures. Adapts communication style to varying
customer needs. Employs active listening skills.Collaboration &
Teamwork Exhibits diplomacy and communicates with others in a
manner that demonstrates respect, professionalism and a commitment
to the team. Offers and seeks assistance to and from coworkers that
supports the team and ensures that patient needs are not
compromised. Provides cross coverage during unexpected and
scheduled absences. Participates in department initiatives and
contributes to the team's success. Acts as a liaison between key
departments, providers and coworkers. Assists in mentoring new
staff as directed.Flexibility & Resilience Demonstrates flexibility
and adapts to shifting priorities in response to the needs of
patients, caregivers and colleagues. This includes cross coverage
with other ambulatory departments when necessary. Responds to
change with a positive attitude and remains open-minded.
Demonstrates ability to rebound quickly when confronted with
challenging situations. Demonstrates a willingness to learn.General
Responsibilities: Has primary responsibility for scheduling and
rescheduling patient appointments in accordance with established
guidelines. Utilizes wait list to fill cancelled appointments.
Answers and triages incoming telephone calls, takes messages and
assists patients and families with problem resolution both
in-person and over the telephone to include the "MD access line".
Conducts appointment confirmation calls and sends confirmation
letters when applicable. Reviews the daily patient schedule and
ensures that all appropriate preparations are in place to
facilitate efficient patient flow for the day and correct
demographic and insurance information is in place. Understand HMO,
managed care and other third-party insurers. Function as a patient
resource around managed care plans, and insurance and referral
issues with the knowledge to perform electronic insurance
verification. Understand financial services and self-pay resources,
and to provide patients with information as needed. Greets patients
and visitors.Performs all patient check-in duties including payment
collection, informing patients of anticipated wait times, and
collecting and ensuring all necessary paperwork is completed.
Provides cross coverage as necessary, including lunch and vacation
coverage. Monitors Televox for patient appointment confirmations.
Works closely with other Nantucket Cottage Medical Group/Nantucket
Cottage Hospital departments to schedule visits. Coordinates
interpreter services and patient transportation as necessary.
Prints pre-visit summary and labels at check-in and after visit
summary upon check-out with-in the hospital campus. Obtains
pertinent new patient information. Schedules ancillary
appointments. Responsible for assisting and obtaining appropriate
referral information from referral source. Pre-screens incoming
referrals according to selection criteria. Coordinates prior
authorizations. Coordinates medical documentation, scanning and
indexing into the electronic medical record. Effectively navigates
Epic, legacy systems, Patient Gateway and MS Office suite
technology systems.May function as a super-user as applicable.
Responsible for sorting mail, incoming electronic fax queues and
directs correspondence to the appropriate recipient. Monitors and
manages Patient Gateway daily. Coordinates clinical and/or
physician administrative schedules. Maintains patient
confidentiality in compliance with HIPAA guidelines. Perform other
duties as assigned.QualificationsEssential Qualifications,
Knowledge, Skills, and Abilities Required for the
PositionInterpersonal requirements: Must demonstrate strong
interpersonal skills and be able to work cooperatively as part of a
team and to work independently. Requires strong communication
skills and good command of the English language. Must be able to
communicate effectively and professionally with internal and
external customers.Technical requirements: Proficiency with MS
Windows and strong keyboard skills.Demonstrated understanding of
managed care and other insurance plans.Knowledge of HIPAA
Confidentiality and Privacy Policies.Requires understanding of
NCH/NCMG emergency protocols.Scheduling systems knowledge
preferred.Knowledge of medical terminology and Epic systems
experience desirable.Environmental requirements: Fast paced
practice environment handling multiple demands. Exceptional
organizational skills and flexibility to manage multiple tasks
simultaneously. Must demonstrate acumen for attention to detail.
Must be able to exercise appropriate judgment as necessary and
strong problem-solving skills.Requires ability to adapt positively
to changes related to policies, procedures, regulations and
staffing.Ability to: Ability to tactfully communicate with both
internal and external customers. Ability to handle stress and work
in emergency situations. Ability to use of fingers and hands to
operate all department-related equipment and to perform all job
duties.Additionally, must use beeper, telephone, calculator, fax,
and other related office equipment. Ability to frequently bend,
using back and knees. Ability to stand and walk 40%, sit 60% of the
time.Ability to frequently climb, bend, reach, stoop, squat, help
lift objects from five to fifty pounds and move patients via
wheelchair or stretcher. Ability to present themselves in a
professional manner. Ability to work both independently or with a
team approach. Demonstrated ability to work effectively and
courteously with various groups of patients, staff, and providers.
Demonstrated ability to problem solve and functions as a resource
to other members of the team and resolve complex issues on behalf
of the providers and the patients.Credentials and Experience
Required Associate Degree in Secretarial Science/Business, or a
secretarial training certificate program, preferred.Highschool
diploma required. Medical experience in a Doctor's office is
strongly preferred. Minimum of 2 years secretarial experience or
equivalent in a medical or health care related setting preferred.
Demonstrates excellent Customer Service skills Computer skills
including MS Office necessary to utilize multiple programs
required. Valid driver's license preferred to run errands locally
or if delivery of equipment is requiredSpecial Requirements Days,
evenings, weekends and holidays required for this position. Must be
available to work in the case of a declared hospital emergency.EEO
StatementNantucket Cottage Hospital is an Equal Opportunity
Employer. By embracing diverse skills, perspectives and ideas, we
choose to lead. All qualified applicants will receive consideration
for employment without regard to race, color, religious creed,
national origin, sex, age, gender identity, disability, sexual
orientation, military service, genetic information, and/or other
status protected under law. We will ensure that all individuals
with a disability are provided a reasonable accommodation to
participate in the job application or interview process, to perform
essential job functions, and to receive other benefits and
privileges of employment.
Keywords: Partners Healthcare, Nantucket , Patient Services Coordinator - Part Time - 24 hrs/week, Human Resources , Nantucket, Massachusetts
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